Live interactive online workshop:
Getting CX right when everything
seems to be going wrong!
It often takes only a small unplanned
incident to trigger a cascade of
issues that undermine even the best-planned business processes and
customer journeys. When it does, it can be a challenging
and expensive task to get things back on track. Customers can get
stressed, dissatisfied or angry, and staff can become overwhelmed.
Even a simple incident can seriously undermine productivity, customer
satisfaction, staff wellbeing and desired customer outcomes.
When everything seems to be going wrong there’s rarely enough time to
re-think everything and invent new policies. Instead, what’s needed is a set of customer-driven guiding principles that can form the basis of an overall customer response strategy
and be called-upon individually to support staff and operational
recovery during a crisis or unplanned incident.
This workshop has
particular relevance at this time - with many parts of the world still recovering
from the global health crisis, suffering from disrupted
international supply chains, travel delays, economic instability,
domestic and geo-political tensions. Many businesses and public
services are finding it a huge challenge to satisfy customers as they
continue to be exposed to regular unplanned and disruptive incidents.
What it involves:
During this workshop we discuss a set of proven customer-driven
guiding principles that can be called upon during an unplanned incident or a
crisis. They act as a set of “course correction” techniques to help
you respond to customers and put you back in control of
providing them with an optimal outcome and a better experience.
The workshop includes guiding principles that should be applied:
- As soon as an unplanned incident is anticipated
- While the unplanned incident is having its effect
- After the unplanned incident and its effect has passed
During the workshop we review each principle, discuss why it’s important, and establish how
and where it
should be applied in your organisation. We conclude by
establishing an action plan for their adoption, deployment and use.
How it works:
This interactive online workshop is delivered to you and your team (of up
to five attendees) as an individual three-hour workshop
via Zoom Meeting. Because “one size” does not fit all,
the workshop will be tailored for
your specific industry and your organisation’s current needs.
Pre-workshop Zoom Meeting:
Following your registration, we will “meet”
online with your sponsor or lead
discuss the specific challenges you are seeking to address, the roles
and responsibilities of the attendees, the outcomes they hope to
achieve and to schedule the workshop. Following the meeting we
will confirm the details
Interactive online workshop:
On the day, we host the event
live online, sharing our experience
with your attendees, providing them with tools and techniques for
them to use, and working interactively with them to help them
develop a plan to apply what they’ve learned.
Shortly after the event we meet again with
your event sponsor
(online), this time to respond to any additional questions, and to share any
additional observations or recommendations that may contribute to
your programme’s success.
The participation fee will be invoiced upon registration and is
payable prior to the scheduled day of the workshop.
Postponements and cancelations:
If you need to re-schedule the workshop, we will happily refund 90% of the fee if you
let us know earlier that two weeks before the scheduled date for the
Alternatively, we are happy to re-schedule. If CTMA needs to reschedule the
workshop, we will offer confirmed participating organisations the
option of an agreed rescheduled date, or a full refund.
If you’d like to discuss
the workshop prior to registration, please contact us to
schedule a call.
About your facilitator: Paul Linnell
workshop is led by CTMA's founder, and customer
experience champion, Paul Linnell.
with senior managers and their teams to help them achieve business
success, reduce risk and build customer loyalty and advocacy by
improving service to customers. He specialises in the design
and deployment of customer experience measurement, service quality
improvement, complaints handling and preventive analysis programmes.
worked with clients and presented on these subjects at conferences,
seminars, workshops, webinars and corporate events in Australia,
Belgium, France, Germany, Ireland, the Middle East, Portugal,
Singapore, Spain, the Netherlands, New Zealand, the United
Kingdom, and the United States of America. For most of his career he has worked in Europe and North America and
now Paul is based in New Zealand, continuing
to serve clients globally - online and in-person.
About CTMA New Zealand Ltd
CTMA is a customer experience and service quality improvement firm providing advisory and measurement services to
help public and private sector organisations improve service to
customers. In addition to its work with individual clients, CTMA
also conducts industry-wide customer experience baseline studies
in sectors such as retail banking, telecommunications,
electricity and gas
supply companies, and local government services.