Design! Deliver! Delight! - Bunbury - Wed 15 June 2022

Design! Deliver! Delight! … what it takes to create a culture of service excellence that delights every customer ... every time!

A Leading-Edge Professional Development Workshop with Graham Harvey CSP

The world of business has changed. No longer is best product, best service, or best price enough to standout or compete in today’s highly competitive marketplace.

Business today is all about experience … an all-encompassing multi-sensory experience that customers encounter when they do business with you. 

However, stand-out customer experiences don’t just happen by chance … they are the result of detailed design, disciplined delivery,and distinctive delight.

So ...

·What is service design?

·How do you create a whole-of-organisation culture of service excellence?

·How do you establish and execute your business values … every time, without fail?

·How do service values translate into non-negotiable behaviours?

·What is the true purpose of business?

·Why are your customers really doing business with you?

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

·How, by understanding the six senses of service, (visual, auditory, olfactory, gustatory, somatosensory, and visceral/emotional) can you design & deliver a truly standout service experience that delights even your most demanding of customers, giving them a ‘reason to return’, and a ‘reason to refer?’

·Why does EVERY touchpoint matter?

·How do you make the all-important shift from ‘commodity and price,’ to ‘experience and value?’

·What does it take 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?

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

·What are the essentials in establishing mutually-rewarding business relationships?

·How and why is the high-quality of front-line relationships the key driver of high-quantity bottom-line results?

These questions and a whole lot more are all answered during the course of this high impact, highly-interactive half-day Professional Development workshop facilitated by Graham Harvey – award-winning Professional Speaker, Business Coach, Service Designer, and best-selling author of ‘Seducing the Vigilante Customer- 101 winning strategies to attract and retain happy customers and healthy profits.’

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 comprehensive participant workshop manual.

A copy of Graham’s powerful Customer Experience Performance Evaluation Checklist.

0403 262 988         grahamharvey.com        graham@grahamharvey.com