Managing Customer Relationships

What client questions will it answer?

  • How Customer expectations ever-changing constantly shaped and stretched by best practice developments in managing customer relationships and transforming your business by leveraging insights and storytelling.

The program will be delivered in two stages:

  • A one day workshop with all staff.

  • 1 on 1 coaching sessions for each attendee (30 minute duration) following the workshop to discuss feedback and hone in on any opportunities or issues identified for further consultation and advice.

Key Objectives 

  • One of the key objectives for the planning service is to be able to deliver faster, more efficient decisions; with increased customer engagement and strong customer experience. this means the team needs to be able to communicate policy requirements and processes effectively for their audience, while also providing a positive experience where the process (and possibly the end result) isn't what the applicant is expecting.


​The program will cover the following topics:

  • Understanding our customers (e.g. the difference between a developer versus a mum and dad).

  • Communication style/communication generally.

  • CX journey- shifting the team from an operational mindset to thinking about the customer's experience.They may not like the advice provided or the end outcome, however they can acknowledge that their experience as a customer was favourable.

  • Adhering to the policies and procedures while delivering Great CX at the same time. 

  • Effective Communication techniques - how to deliver messages and communicate in an effective manner, while still showing empathy.

  • Listening techniques.

  • Verbal and no verbal communication - pausing, paraphrasing, body language.

  • Using clear and simple language - both verbally and in writing.

  • Showing empathy and understanding. 

  • Tools and skills to communicate effectively.

What is the format?​

  • One-day workshop.