The Business World NowDo you deal with customers? Are their expectations getting higher? Are they wanting more for less? Is it getting harder to retain their loyalty? Would you like to discover ways to delight and create outstanding customer experiences that get them to tell others about you, come back for more and spend more?The challenges facing many businesses today are greater than ever. In most market sectors, there is a massive choice of options and an abundance of suppliers. We live in a world where customer expectations are rapidly increasing, people are questioning much more and consumer trust is harder to win. We are also competing in a connected world where word of mouth (and word of mouse!) spreads much quicker and easier. The evidence clearly shows that it is the businesses that deliver consistently outstanding customer experiences that are the ones that benefit from getting ahead and staying ahead of their competitors.Who Is This Course For?This course is for anyone looking to seriously develop their customer service skills and create outstanding customer experiences. You may be an established, experienced manager or team leader responsible for managing a customer-facing team.You might be someone who deals directly with customers in their day to day role or someone who wants to get into the world of customer service. This course will equip you with the skills to make that happen.Andy\'s principles can be applied across all levels and all types of business. He has worked with people from a variety of sectors, who consistently inform him how relevant the insights are for businesses and their leaders.About The CourseIn this practical and action-oriented training programme, business competitiveness expert Andy introduces the principles for creating outstanding customer experiences and creating customer delight. Anyone can tell customers to \"have a nice day\" or give stuff away! The key is to exceed expectations and do this consistently.Based on his 30-plus years of experience, Andy will show you how to take a \'Dramatically and Demonstrably Different Approach\' to make that happen for your customers. He will share real examples of \'3D Businesses\' who have built enviable reputations for going beyond customer satisfaction to create delighted customers. Crucially, you will learn the practical tools, proven techniques and steps necessary to create customer delight in your business. Andy will show you how to be easy to buy from and deal with, how to ensure everyone in your team understands their role in giving customers what they want (and more), how to empower and enable your people to do this - consistently. The result? Increased loyalty, repeat business and frequent recommendations.During this course you will learn how to:Develop a real understanding of what makes todays customers tick - what they want, what they dont want, why they quit and what this means for your businessCreate customer focus in everything you doIdentify and remove the barriers to achieving great customer service in your business its about standing in your own queues!Create a seamless customer experience that makes you easy to do business with across all channelsUnderstand the 6 ingredients of Customer Delight and make them work for you and your customersEnsure everyone is on board for delivering outstanding customer experiences, consistently!Establish processes to help you create consistency through your entire customer journeySpot and deal with customer disappointment through effective feedback processesDevelop a plan of action that will help you differentiate your business and get customers talking about your outstanding experiencesBy the end of this course you\'ll know:What customers want, including insights into todays ever-demanding customersWhat winning \'3D Businesses\' do when it comes to creating outstanding customer experiencesHow you and your business measure up in the areas that countHow to create enviable levels of customer service that wow your customers and create real competitive advantagesHow to Put into practice the 4 key stages of creating outstanding customer experiencesHow to be easy to buy from and deal with to create seamless experiences for your customersHow to identify your blockages and barriers to outstanding customer experiences and how to remove themThe 6 ingredients of Customer Delight and real examples of how customer-focused businesses make them workHow you too can ensure you delight your customersHow to make it a way of life in your business, moving from delighted to devoted customers by establishing processes to create consistencyHow to find out what your customers want and think and use this to create opportunities to differentiate your business and build relationshipsHow to spot and deal with disappointed customers and ensure they come back for more even when things go wrongHow to engage, empower and enable others to do the same in every part of your businessThe steps you need to take to improve the customer experience so that your business delivers, consistently!How to develop and create your own \'Outstanding Customer Experiences Plan\' for you and your businessBased on his 30-plus years of experience researching, working with and learning from \'3D Leaders\', Andy will show you how to take a \'Dramatically and Demonstrably Different Approach\' to truly delight your customers. He will share real examples of \'3D Businesses\' who have built enviable reputations for going beyond customer satisfaction to create \'customer delight\'. Crucially, you will learn the practical tools, proven techniques and steps necessary to achieve this.The result? Increased loyalty, repeat business and frequent recommendations.Who Is This Course For?This course is for anyone looking to seriously develop their customer service skills and create outstanding customer experiences. You may be an established, experienced manager or team leader responsible for managing a customer-facing team.You might be someone who deals directly with customers in their day to day role or someone who wants to get into the world of customer service, looking to equip themselves with the skills to make that happen.Expert Andy Hanselman\'s principles apply across all levels and all types of business. He has worked with people from a variety of sectors, who consistently tell him how relevant these insights are to leaders and their businesses.Who Is Andy Hanselman?Andy Hanselman helps businesses, leaders and teams create competitive advantage by Thinking in 3D! That means being Dramatically and Demonstrably Different! He has over 30 years researching, working with, and learning from successful disruptive and forward-thinking entrepreneurial businesses and their leaders and is a recognised expert on business competitiveness.This has helped him identify the 8 Characteristics of 3D Leaders. Not the latest fad or hyped panacea for business success, nor a list of dos and donts, or magical answers, but proven methodologies and processes that help successful winning leaders grow and develop their business, teams and themselves.