↩ Back to course list

Delivering Value

This session develops participants’ sense of service and aim for excellence by raising standards to exceeding clients expectations through the concept of internal and external customer experience. Participants will go beyond mapping customer journeys and learn to design unique customer experiences that can differentiate services from competitors and make customers want to repeat the process.


Learning outcomes

Your team will become familiar with their strengths and how to leverage them. They will identify areas for improvement and gain the motivation and encouragement from colleagues needed to take their skills to the next level. Participants feel ownership over their learning and development, and make commitments for professional growth.

Why this is important

Understanding of strengths and how to use them is the foundation of a high-performing team. At an individual level, having a growth mindset is critical for success in one's role: without a growth mindset, only 14% of learners look for personal feedback and ways they can improve. After developing a growth mindset this rises to 77%.

Benefits for the business

Company performance is intrinsically linked to the confidence, ability, and willingness to learn of its employees. Through self-understanding, adopting a growth mindset, and taking ownership of their learning and development, individuals and teams are able to reach their potential. This increases employer satisfaction, reduces attrition, saves hiring resources, improves efficiency, boosts customer experience, and increases sales.