It is no longer a competitive advantage for you to have great customer service. The pace of your business, the competition you face, and the 24/7 feedback available today, require employees to constantly ask, “How do I impact the customer in my role?” The answer to this question defines your customers’ experience – their customer journey. The new competitive advantage lies with employees striving to improve that journey; this goes well beyond customer service.


In Eagle’s Flight’s experiential Customer Centricity In Action course, your employees and leaders will learn what it takes to create a customer centric culture, focus on the unspoken expectations of the customer, and create a value-add experience. The course will combine interactive discussion, hands-on experiential activities, and video analysis to truly change the way everyone, not just those in customer-facing roles, thinks about their impact on the customer journey and experience.

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What Your Employees Will Learn

Participants return to work the next day with the ability, tools, and confidence to:

  • Intentionally seek opportunities to personally improve the customer experience
  • Own their impact on the customer experience
  • Proactively demonstrate ownership and personal accountability in their role
  • Balance personal judgement and corporate policy when taking action
  • Mitigate barriers and evaluate enablers to providing the best experience
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Program Details

program-details-1-day-course 3 two-day modules

program-details-participantsMinimum 10 participants

program-details-audienceIdeal for all team members for training or corporate events

program-details-customizationCustomization and various delivery options available

program-details-post-course-reinforcementPost-course reinforcement and retention options available to maximize impact of training

 

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Not Your Ordinary Learning Experience

Sustained learning is achievable through an approach that builds conviction by changing the hearts, minds, and skills of every employee, and experiential learning is a powerful vehicle to achieve that.

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Customization and Delivery Options

Regardless of the level of customization or consultation required to ensure your training investment is a success, you will be able to rest easy with Eagle’s Flight's in-house team of designers, artists, and facilitators. 

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“The use of your experiences to build understanding and conviction is an Eagle’s Flight trademark; and one which, in my opinion, is a true differentiator that sets you apart from all others in your field.”

Marc Caira, Vice Chair, Restaurant Brands International

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Guide to Building a Customer Centric Culture

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Whatever your organizational training and development need may be, at Eagle's Flight, the possibilities are truly endless.

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