PROGRAMS

 

CUSTOMERS & EXPERIENCE

How to deliver an exceptional customer experience, every time.

PROGRAMS

 

CUSTOMERS & EXPERIENCE

How to deliver an exceptional customer experience, every time.

Results from this program?

1

A CLEAR SET OF EXPECTATIONS ON HOW TO ROLL OUT AN EXCELLENT END-TO-END CUSTOMER EXPERIENCE

2

ALIGNMENT ACROSS THE BUSINESS IN TERMS OF WHAT CUSTOMER EXPERIENCE LOOKS, SOUNDS AND FEELS LIKE

3

A BOOST IN INDIVIDUAL AND TEAM PERFORMANCES THAT LEAD TO IMPROVED ACHIEVEMENTS OF KPIS AND FINANCIAL TARGETS

Results from this program?

1

A CLEAR SET OF EXPECTATIONS ON HOW TO ROLL OUT AN EXCELLENT END-TO-END CUSTOMER EXPERIENCE

2

ALIGNMENT ACROSS THE BUSINESS IN TERMS OF WHAT CUSTOMER EXPERIENCE LOOKS, SOUNDS AND FEELS LIKE

3

A BOOST IN INDIVIDUAL AND TEAM PERFORMANCES THAT LEAD TO IMPROVED ACHIEVEMENTS OF KPIS AND FINANCIAL TARGETS
THE FINE PRINT

Run onsite, at your workplace, for groups of 8–30 per workshop.

Investment? A half day workshop from $2,700.
We can mix and match the topics to find a workshop the length you need.

What’s included in this program?

PRE-WORK
(30 minutes)

Learn more

As part of pre-work, each participant completes a survey that highlights what aspects of customer experience they’re comfortable with and what needs work. This influences the design of the program and its priority areas.

WORKSHOP 1
(5 hours, face to face)

Learn more

A 5-hour workshop where we align the values, behaviours and actions required for an outstanding customer experience.
Participants see how to embed the values and behaviours of their business in practical ways – to improve customer interactions and promote long-term loyalty.

WORKSHOP 2
(5 hours, face to face)

Learn more

A 5-hour workshop where we set standards and motivate each other to achieve extraordinary customer service.
Participants see how important communication and collaboration is when getting results. They learn how to work with each other to build positive customer service culture and hold each other accountable to this culture.

FOLLOW UP
(30 minutes)

Learn more

As follow-up, participants apply what they learn and leaders coach using the coaching cards provided, offering feedback to improve both team and individual performances. In due course, participants discuss what has changed, improvements or continued ‘roadblocks’ with their leader.

What’s included in this program?

PRE-WORK
(30 minutes)

Learn more

As part of pre-work, each participant completes a survey that highlights what aspects of customer experience they’re comfortable with and what needs work. This influences the design of the program and its priority areas.

WORKSHOP 1
(5 hours, face to face)

Learn more

A 5-hour workshop where we align the values, behaviours and actions required for an outstanding customer experience.
Participants see how to embed the values and behaviours of their business in practical ways – to improve customer interactions and promote long-term loyalty.

WORKSHOP 2
(5 hours, face to face)

Learn more

A 5-hour workshop where we set standards and motivate each other to achieve extraordinary customer service.
Participants see how important communication and collaboration is when getting results. They learn how to work with each other to build positive customer service culture and hold each other accountable to this culture.

FOLLOW UP
(30 minutes)

Learn more

As follow-up, participants apply what they learn and leaders coach using the coaching cards provided, offering feedback to improve both team and individual performances. In due course, participants discuss what has changed, improvements or continued ‘roadblocks’ with their leader.

This program can help fix common customer service problems like:

1

POOR RESULTS AND NEGATIVE FEEDBACK FROM CUSTOMERS

2

TEAMS WHO NEED STANDARDS AND FIRM EXPECTATIONS

3

A CUSTOMER EXPERIENCE THAT ISN'T ALIGNED ACROSS STORES
This program can help fix common customer service problems like:

1

POOR RESULTS AND NEGATIVE FEEDBACK FROM CUSTOMERS

2

TEAMS WHO NEED STANDARDS AND FIRM EXPECTATIONS

3

A CUSTOMER EXPERIENCE THAT ISN'T ALIGNED ACROSS STORES
This program can help fix common customer service problems like:

1

POOR RESULTS AND NEGATIVE FEEDBACK FROM CUSTOMERS

2

TEAMS WHO NEED STANDARDS AND FIRM EXPECTATIONS

3

A CUSTOMER EXPERIENCE THAT ISN'T ALIGNED ACROSS STORES

FAQ’s about this program

What are the practical results I’ll get from this program?

  • A practical understanding and checklist of what’s required for an outstanding customer experience.
  • Leadership advice and coaching cards that help to define what is required for team members to achieve success.
  • Team members who are aware of their deficiencies, and can take responsibility for them.

Can I change the structure of the program?

  • You can hone-in on specific problem areas for your team and alter the content if there are particular things you want to work on. However, there are certain non-negotiables required for a quality customer experience, which will always be part of this program.

How can I be sure it will work?

  • We have an excellent track record working with retailers in customer experience design. All the businesses we have designed customer experience programs for have shown measurable increases in results, including financial performance.

FAQ’s about this program

What are the practical results I’ll get from this program?

  • A practical understanding and checklist of what’s required for an outstanding customer experience.
  • Leadership advice and coaching cards that help to define what is required for team members to achieve success.
  • Team members who are aware of their deficiencies, and can take responsibility for them.

Can I change the structure of the program?

  • You can hone-in on specific problem areas for your team and alter the content if there are particular things you want to work on. However, there are certain non-negotiables required for a quality customer experience, which will always be part of this program.

How can I be sure it will work?

  • We have an excellent track record working with retailers in customer experience design. All the businesses we have designed customer experience programs for have shown measurable increases in results, including financial performance.

"Using experiential activities, we are building positive behaviours and achieving win-win results. Our leaders have been encouraged to look at their own behaviours, and make changes where required. This has led to increased self-awareness, collaboration and higher performance."

Carolyne | National Learning & Development Manager | The Good Guys

"With 4 days of face to face workshops, we were able to align regional and store managers' behaviours and push for higher results. We raised the level of accountability and drove new knowledge and skills to enhance the performance of our leaders. Each Manager went back to their store with a new toolkit to take team performance to a new level. Ben was a perfect cultural partner to help us drive this positive change in our organisation."

Todd | ANZ General Manager | Boardriders

"Using experiential activities, we are building positive behaviours and achieving win-win results. Our leaders have been encouraged to look at their own behaviours, and make changes where required. This has led to increased self-awareness, collaboration and higher performance."

Carolyne | National Learning & Development Manager | The Good Guys

"With 4 days of face to face workshops, we were able to align regional and store managers' behaviours and push for higher results. We raised the level of accountability and drove new knowledge and skills to enhance the performance of our leaders. Each Manager went back to their store with a new toolkit to take team performance to a new level. Ben was a perfect cultural partner to help us drive this positive change in our organisation."

Todd | ANZ General Manager | Boardriders

Read our case studies and see the portfolio of work we've done

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