World Class Customer Experience
Consultancy Services
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Win the hearts of clients
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Learn about body language, hidden messages and communication
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Be stage ready: You with Glitter!
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Create brand fans through outstanding service
Sell more through outstanding service
Why Customer Experience Matters
86% of customers would likely buy MORE if they felt your teams cared more about them. Let that sink in. How much revenue is that worth?
What would an extra 30-100-200 pounds/euros per client do for your ATV and sales? Do the numbers. It's staggering how much opportunity is left untouched!
Outstanding customer experience unlocks everything.
But how can we do this in the fastest most effective way?
By connecting emotionally to convert more clients!
This signature workshop is an absolute MUST for any business serious about business success through their people.
Now you may be thinking 'why do emotions matter' perhaps you already have sales scripts in place of the team have access to all the product information to effectively sell. But this won't cut it, not today.
To win the hearts of your potential customers and clients, teams must step-up to a new level of confidence and strategy to engage and hold a conversation with a diverse set of clients.
As a trusted customer experience consultancy, you can be totally confident in our approach to help your brand elevate service levels. Kayleigh has been hired by Tommy H, Rituals and Skechers to name a few iconic brands in their mission to improve and modernise customer experiences.
On the retail stage, the team performance matters.
How the team hold themselves
How to use intonations to storytell effectively
How they lead the customer to a decision with confidence
Our customer experience consultancy considers 3 major parts before we kick-off with workshops. Firstly, a short discovery to understand your current 'reality' within the marketplace. Then we dive into your expectations and lastly, we agree upon how these trainings will be measured - to ensure long-terms success.
You see, I don't believe in training events. I know, shocking right seen as you're here on a workshop page! You see, training events are great team moments - but the retention of information is little.
It is what happens afterwards that counts the most. Which is why it is imperative to out measures in place to monitor and support the success of customer experience trainings.
World class customer service is not a one-time event. It is the continuation of enthusiastic people willing to delight and connect with customers; win their hearts and win more business whilst doing so.
Selling is an art. And in physical retail, we must sell who we are.
Why?
Well, the customer already knows the brand; they likely researched products before visiting you - so now it is upto your sales teams to convince them to experience the brand and hopefully...buy!
Think about how many times a person has made you FEEL valued - in a store. I would bet that you could count it on one hand!
The service standards, overall, up and down the highstreet and inside of shopping malls are poor at best.
It doesn't take much effort to stand out of the crowd and to convert your buyers into raving brand fans!
We have transformed retail teams from burnt-out, unmotivated, disengaged with customer service scores so low it's enough to make you want shop online forever! Teams are transformed to vitalised, enthusiastic and passionate people delivering record breaking, consistent client experience. Never has there been a more critical time in physical retail to get this right once and for all.
When the team succeeds, everyone does - including the customer.
Throughout this entire customer experience workshop experience your people get to FEEL a range of emotions that occur during interactions with consumers. We fire up those memories and get the team thinking about the impact of their words and actions.
Awareness is key. With self awareness comes great insight.
We move from drab to fab service, in a sea of sameness your teams become the sharks!
You get the idea!
Your customers are craving excellent customer experiences.
Your customers deserve to feel valued and appreciated.
Here’s the great thing - outstanding customer experience can transform everything inside the retail store.
The moment your team step up in self-belief, in knowledge of communication mastery and indeed confidence this also impacts store operations, general attitudes and core competencies grow.
World class customer service should be high on the agenda of retailers today - did you know that 86% of customers would actually spend more if they felt your teams cared more?! (PWC research). Yup, there is so much money being left in the customers pockets because we have not unlocked your teams potential.
World class customer service is an energetic vibe - it's excitement to help, it's curiosity to solve a problem, it's a moment of connection between 2 people. It's never about the product features; anyone can learn that; but it doesn't guarantee high conversions.
This signature workshop will creates ripples of impact across customer experience, team harmony, operational excellence and of course, KPI’s
Building an outstanding service culture starts with knowing exactly what your customer proposition (or service statement) is.
Too many teams operate with wishy washy knowledge.
Clarity = progress = £€$
Customer experience always starts with the store teams - they are the ones delivering your brand, your mission. At TIRA, we approach customer experience from a bottom-up approach whilst carefully considering your wider strategy.
Workshop Overview
To kick things off, we get going with a group activity and immediately have everyone on their feet. The first activity is an energetic mood matching exercise.
Then, we elevate. We call this method, Mirror +1
We then explore your client avatars and dig deeper into each need of this client. We also learn to never assume anything about the buyer - much harder than it sounds.
We get under the skin of selling fears. This is really important to address, especially if a brand sells high-ticket items.
The psychology of sales are important to know at this level of selling.
The 2nd activity is all around shock, surprise and inspiring each client.
To get heads and shoulders above competitors, we need to do things differently - and this comes from the words you use and how to convey the message.
How many times do teams say ‘this is really nice’ when a client is trying something on?
Nice is kind of ‘meh’ take it or leave it.
You want to sell more? Teams must show up and be more!
Expand and practise different words to elevate client experience and leave them feeling with a ‘wow’ moment.
People buy from people and we get to tap into the emotional human we are serving at that time.
Touchpoints of the purchase journey. Here we identify each area and perform a ‘then/now’ analysis getting very specific around the new elevated experience. From entry and all the way through the selling ceremony.
Finally we walk through the journey of buying and instil confidence in your teams to hold the hands of the client into a purchase.
Internal narrative shifts from shyly asking for the sale to confidently helping that client make a decision!
We will have a group surgery session 2 weeks after on Zoom for a round of feedback and any Q&A’s.
What others say...
"I have Kayleigh's words in my mind daily 'don't be shy to fly' the way she explains things is remarkable and easy to digest.
Kayleigh, without question, made a massive impact on me.
Her unrelenting drive and love of what she does, is infectious."
Phillip G.
Store Manager
Learning Outcomes
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How to win the hearts of clients
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Body language queues and hidden messages in communication
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Mindset ON to be stage ready. You, but rolled in glitter
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Creating brand fans - through your personal brand and service
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Clarity around outstanding customer experience
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Embodiment of world class customer service with your own branded self-led workbook for continued learning after the workshop ends
Duration
This customer experience workshop is approx 7 hours.
We can adapt to your needs; for example, if you'd like this over 2 days, it can be arranged
Book your customer experience workshops today by visiting the contact page or hitting the enquire button below!
Investment: All workshops are from €350 per head. If you have a party of 60+ participants we can offer a reduced fee.