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Event Details

Design! Deliver! Delight!- Western Australia’s most acclaimed customer experience & service excellence business development workshop is on again in Margaret River – Tuesday 19 September.

Here’s what some past attendees have had to say:

“Graham thoroughly engaged our team leaders with exciting insights into the delivery of excellence in customer service. For us, it was about nurturing our own culture with a deeper understanding of the most essential elements of service. Design! Deliver! Delight! has brought some really great stuff out of our team. I would highly recommend Service EQ to any business that wants to gain a competitive advantage by earning lots of rave reviews!”

Rob Gough –Proprietor, Settlers Tavern, Margaret River –WA's Best Regional Hospitality Venue 2016, Australian Hotels Association

“As a small tourism business operator, Design! Deliver! Delight! delivered some real “light bulb” moments, and has enabled us to make both subtle and significant changes to take our tourism product and guest services to a whole new level. You challenged our traditional thinking, and as such have empowered us to consider and implement new innovations whilst building on our well documented tried and tested business strengths. All this culminated in us winning the Hosted Accommodation Gold Medal at the2016 Qantas Australian Tourism Awards.

Sally Pullin– The Beach House at Bayside – Board Member Australia’s South West

“Graham Harvey presented his Design! Deliver! Delight! customer experience and service excellence programme to our group of 15 Hotel General Managers and key executive … we spent 4 hours going through practical and innovative service concepts and ideas which reignited our commitment to delivering great customer service. The workshop has really fostered a renewed energy and passion in our senior management team.

Garrett Prendiville– Executive Director – Hotels, Prendiville Group –Gold Medal winners WA Tourism Awards

“Graham delivered his Design! Deliver! Delight! Customer Experience programme to our Management Team and Heads of Department with a great deal of energy and passion, which engaged the group immediately and had them ‘spellbound’ for the entire presentation. All participants said, “WOW, what a great day!” Graham’s enthusiasm and ability to deliver great content, real life examples and talk from real experience brought the whole group together to discuss our business! I highly recommend Graham’s expertise and we will certainly be continuing to use him in the future for more of the same!”

Rod Hughes– General Manager / Owner, Abbey Beach Resort

“Graham has been a very important part in assisting us with the design and delivery of providing our cellar door and restaurant guests with an extraordinary customer service experience. Graham's meticulous attention to detail in creating a memorable customer experience, communicated through his excellent professional development programme Design! Deliver! Delight!, has enabled us to set a very high benchmark in terms of the standards and quality that we have built into our service systems, processes and staff development. This has also enabled us to stand out and create a highly distinctive point of difference in a very competitive marketplace.”

Garry Capelli– Managing Director/Vigneron, The Lake House Denmark –Gold Medal winners WA Tourism Awards – Board Member Australia’s South West

“Graham was just the tonic we needed to help us refresh our brain power and thinking and from that develop our own strategies to moving forward and giving us a point of difference in our services offered. Graham is passionate about his programme [Design, Deliver, Delight], is himself customer service driven, and delivers his training in an engaging, collaborative, thoughtful, and easy to listen to style. The senior executive team enjoyed the session very much and we commenced exploring the ideas that came out of the workshop straight away.”

Gareth Thomas –Chief Operations Officer, Seashells Hospitality Group –Gold Medal winners WA Tourism Awards

The workshop ...

Modern day business has evolved beyond commodity, beyond product, and now beyond service; we now all live and operate in the experience economy.

Business today is all about experience, the all-encompassing multi-sensory experience that customers encounter when they do business with you ... a customer experience that they use to judge whether or not your business continues to deserve their custom; to remain loyal, or to leave and take their business elsewhere.

So ...

·What’s the real purpose of business?

·What’s the difference between customer service & customer experience?

·How do you develop a unique standout customer service experience?

·How do you attract and retain loyal customers in today’s highly competitive marketplace?

·How do you establish strong, mutually rewarding customer relationships to ensure future business prosperity?

·How do you create an organization-wide culture of service excellence?

·Why is customer experience your number one competitive advantage?

·Why has customer experience become your single greatest predictor of business success?

These questions and more will all be answered during the course of this highly acclaimed half-day Business Building Workshop facilitated by Graham Harvey - Professional Speaker, Service Designer, Business Coach and best selling author of ‘Seducing the Vigilante Customer- 101 winning strategies to attract and retain happy customers and healthy profits.’ (More information available at www.grahamharvey.com)

Here’s what you will learn:

·The difference between customer service and customer experience

·How, by understanding the six senses of service, (visual, auditory, olfactory, gustatory, somatosensory and emotional) you can design & deliver a truly outstanding service experience giving your customers a ‘reason to return’, and a ‘reason to refer’

·Why, in today’s crowded ‘same stuff, same price’ marketplace, ‘good’ customer service is the enemy of ‘great’ customer service

·How to develop an authentic service experience differential to ensure that ‘choice rich, time poor’ consumers, when faced with a multitude of options, choose to do business with you, and not your competition

·What it takes to develop strong, mutually rewarding customer relationships to ensure future business prosperity and longevity

·Understanding the difference, and how to make the shift from commodity and price, to experience and value

Here’s what you will receive:

·4 hours jam packed full of the latest information and research on service design, customer experience and relationship marketing with a ton of take home value and easy to implement strategies.

·A detailed workshop manual.

·A copy of Graham’s powerful 197-point Customer Experience Performance Evaluation Checklist.

T: 0403 262 988    W: grahamharvey.com    E: graham@grahamharvey.com

Quality Inn Margaret River

78 Wallcliffe Road Margaret River 6285, Australia

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Organiser Information

Graham Harvey
Service EQ

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