Programmes
Endorsed by the Institute of Hospitality, our Exceptional Development programmes are highly effective and valuable training that generates real measurable results.
Free online taster sessions
When it comes to turning customers into loyal, active promoters of your business, your people are your greatest asset. If you want to achieve continuous improvement in both customer and team experience, our leadership development programme could be the perfect fit.
Exceptional Leadership Makes Sense is a practical, fun, thought provoking leadership development programme with clear, measurable outcomes.
Designed with leaders and their teams in mind, the programme enables organisations to become more effective and achieve improved business results.
The programme is most successful when leaders and their teams commit to living its values and principles.
Exceptional Leadership Makes Sense
What’s covered?
Six interactive learning workshops cover:
Building a leadership legacy
Current reality
Focus on your customer
Focus on your team
Keep on track
Be exceptional
Outcomes
Builds strong, confident leaders aligned to your vision and values
Leaders and team refocused on organisational needs
More effective communication
An exceptional team and customer experience
A more supported team with improved performance
Feedback is valued and recognised
Continuous improvement
Improved business results
Delivery
6 interactive workshops combining open and facilitated discussions, group activities and personal reflection.
“Amazing programme, empowering and made me more aware of who I am professionally; my strengths and weaknesses. I am a better manager thanks to this training. Thank you.”
— Delegate feedback
For more information on Exceptional Leadership Makes Sense download the Information Flyer
Exceptional Service Makes Sense
An exceptional customer experience builds an active, loyal customer base. Getting the basics of great experience right takes focus and effort, but when you get it right it has a direct positive impact on business results.
If you want to create an exceptional and memorable customer experience, boost customer satisfaction and improve business results, our Exceptional Service Makes Sense programme will help you achieve it.
Exceptional Service Makes Sense is an inspiring, energetic and enjoyable customer experience development programme with potential for instant impact. It’s ideal for employees in customer facing roles that want to make a positive impact each and every time they interact with customers.
What’s covered?
This interactive learning workshop covers:
Getting it right first time
Think like a customer
Be clear on outcomes
The importance of listening
Confident with complaints
The impact of trust
Outcomes
Embed exceptional customer experience as a way of life
Improved confidence and communication in customer facing teams
Build loyal customer relationships based on trust
Increased customer satisfaction and positive reviews
Improved financial results
Delivery
A one-day facilitated in-person or online workshop.
Team leaders and managers who want to renew their customer focus are encouraged to attend as part of a committed team.
“Sally was great and made the training fun and relaxing. Thought the sessions was fantastic.”
“Informative and engaging. Thought I knew it all, but learnt new skills.”
— Delegate feedback
For more information on Exceptional Service Makes Sense download the Information Flyer
Exceptional Service
Makes Sense...
Business Sense
is a comprehensive guide to creating and embedding outstanding customer service.
The perfect companion for this training programme and for anyone who wants to independently implement exceptional service.
Leading Exceptional Service
Leading Exceptional Service is designed for leaders who have successfully completed the Exceptional Service Makes Sense programme and want to learn how to embed and drive exceptional service standards throughout their organisation.
What’s covered?
This interactive learning workshop covers:
Examining current service delivery
How to share your ambition with others
Sharing your observations with others
Planning and implementing exceptional service
How to measure and audit service standards
Asking for help and support
Outcomes
Take ownership of internal service delivery
Create a clear implementation plan
Continuous measurement and monitoring of service standards
Create a feel-good factor in teams and organisations
Build a reputation for exceptional service
Delivery
A one-day interactive in-person or online workshop.
Exceptional Service Makes Sense
Train the Trainer
Is your organisation serious about delivering exceptional customer service, first time, every time?
This programme is for employees in development roles or with an aptitude for training who will take ownership of internal service delivery.
What’s covered?
Participants will receive everything they need to become an Exceptional Service Expert, including course materials, workbooks and a license to facilitate the rollout of Exceptional Service Makes Sense to other teams/locations.
An optional annual audit and mystery shopper visit may also be added to the training agreement, if required.
Delivery
1-2 days of interactive face-to-face workshops.