This workshop will equip your team with the skills to guide customers through their digital journey effectively. Using a coaching approach, our experts will support you in building customer confidence, leading to greater self-sufficiency and satisfaction. As digital channels become increasingly important, this workshop is essential for businesses looking to adapt and thrive in the modern market.
Our workshops can be taken exclusively for your organisation (either virtually or physically) or booked via our scheduled open courses which are available to all members.
Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).
Gain insight with diverse perspectives, sharing best practice and networking opportunities.
Book a place today on the following dates:
The workshop will employ a mix of lectures, discussion groups, and scenario analyses to facilitate a deep understanding and practical application of the material. Participants will receive a workshop kit that includes a selection of key presentation slides, a self-assessment tool, and access to online resources for continued learning.
- Why coaching – what do customers need: Review different customer perspectives on using digital applications, technology, and channels to understand why and specifically what they need coaching on.
- What do we mean by ‘Digital Coaching’: Gain clarity on what we mean by coaching and understand the role of a ‘Digital Coach’ in supporting customers in their digital experience.
- The benefits of taking a coaching approach: Discover the benefits of building customer confidence through an effective coaching approach to resolving digital issues.
- Skills with a focus on funnelling techniques and empathetic listening: Learn to resolve customer issues through effective questions utilising funnelling techniques and empathetic listening to build customer confidence.
- Customer types and how to respond: Understand the different types of customers and how they engage with technology, as well as the best way to respond to their issues in a manner that supports their digital experience.
- Using the skill and the will to adapt the coaching approach: Learn to adapt the coaching approach to different customer needs to best suit their technical skill level in resolving issues and enhancing their digital experience
- The 4 A’s – Using a structured approach: Discover a structured approach to digital coaching to provide customers with the best support with the 4 A’s – Aspiration, Assessment, Approach, Action
“5 star, would definitely benefit the rest of the company that may lack in some areas of customer service.”
“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.”
“It’s been great taking time out and implementing new service plans.”
“Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”
“I found the sessions informative, well-balanced, and thought-provoking.”
“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”
We use Zoom as our preferred platform.
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.
Our Academy workshops are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.
