The Science · Customer Experience
No matter what your customers are experiencing.
We can help fix it.
Our comprehensive set of CX skill modules are available as eLearning, (v)ILT, manager toolkits, etc. - and embedded into our AI so that we are able to deliver training and coaching around any challenge.
Mastering the Customer Conversation
Core
The 3D CX Mindset
Recognise the importance of your own mindset in delivering great customer experiences. Influence your mindset through techniques such as conscious choice and pattern interrupts.
Mastering the Customer Conversation
Core
Understanding Customer Emotions
Understand customer behaviour and which emotions drive delight. Assess their emotional start point and know the importance of peak moments and endings.
Mastering the Customer Conversation
Core
Welcome Me
Deliver the Triple A welcome to begin lowering tension and building trust from the very first moment of the customer interaction.
Mastering the Customer Conversation
Core
Know Me
Understand the customer's situation by framing and signposting questions. Ask the five key question types to uncover needs accurately.
Mastering the Customer Conversation
Core
Help Me
Guide the customer to a best-fit solution or next steps. Handle objections and gain commitment while maintaining trust.
Mastering the Customer Conversation
Core
Keep Me
Make it easy for the customer by reducing effort, anticipating issues, and creating a memorable positive ending to the interaction.
Mastering the Customer Conversation
Core
Adapting Communication Style
Lower tension and build trust quickly by adapting your approach and communication style to each customer's preferences and personality.
Mastering the Customer Conversation
Core
The Service Journey
Know where your customer is within the service journey, how to identify opportunities if appropriate, and how to gain agreement to next steps.
Solving Problems
Core
The iDEAL Framework
Work through the five-step problem-solving process: Identify, Diagnose, Explore, Agree and Learn from every customer issue.
Solving Problems
Core
Diagnosing Root Causes
Go beyond symptoms to identify the real root cause of customer issues. Use structured questioning to understand what went wrong and why.
Solving Problems
Core
Exploring Solutions
Generate and evaluate solution options collaboratively with the customer. Balance speed of resolution with quality of outcome.
Solving Problems
Core
Reducing Customer Effort
Minimise the effort customers need to expend to resolve their issue. Anticipate barriers and proactively remove friction from the process.
Handling Difficult Situations
Core
Recognising Customer Emotions
Identify and acknowledge customer emotions accurately. Understand the difference between surface emotions and underlying frustrations.
Handling Difficult Situations
Core
The 8-Step Framework
Use the structured eight-step approach to gather the right insight, influence the right outcome, and maintain trust throughout difficult interactions.
Handling Difficult Situations
Core
Managing Escalations
Know when and how to escalate effectively. Manage the customer through the process while maintaining ownership and trust.
Handling Difficult Situations
Core
Owning to Resolution
Identify, acknowledge and own the issue through to resolution. Apply the right techniques at the right time to rebuild trust and prevent detractors.
Empowering Customer Decisions
Advanced
Understanding Personal Impact
Understand how your behaviour, tone and approach impact customer decisions. Adapt your style to guide rather than push.
Empowering Customer Decisions
Advanced
Selling Through Service
Identify and act on natural upsell and cross-sell moments within service interactions, without breaking trust or feeling scripted.
Empowering Customer Decisions
Advanced
Guiding Without Pushing
Use behavioural economics principles like framing and anchoring to help customers make confident decisions that serve their interests.
Empowering Customer Decisions
Advanced
Adding Value in Every Interaction
Move beyond transactional exchanges to deliver meaningful value that differentiates the customer experience and drives loyalty.
Building Trusted Connections
Advanced
The Trust Equation
Map each customer relationship to the Trust Equation. Understand credibility, reliability, intimacy and self-orientation as levers.
Building Trusted Connections
Advanced
Becoming a Trusted Advisor
Create an action plan to move from transactional service provider to Trusted Advisor. Build deep customer relationships through Insight, Influence and Trust.
Building Trusted Connections
Advanced
Asking the Right Questions
Engage with customers by asking the right questions to build rapport, uncover needs, and maintain strong relationships over time.
Building Trusted Connections
Advanced
Customer-First Mindset
Reinforce the mindset of putting the customer first. Leverage the 3D Advantage to think Insight, Influence and Trust in every interaction.
Creating Loyal Customers
Advanced
Personalising Interactions
Create personalised interactions that connect on an emotional level. Understand the impact of reciprocity in building genuine value.
Creating Loyal Customers
Advanced
Proactive Customer Engagement
Engage proactively with customers to gather their views and make them feel respected and valued, even before issues arise.
Creating Loyal Customers
Advanced
Collaborative Action Planning
Create collaborative action plans with the customer to resolve issues, build engagement, and create Trusted Advisor relationships.
Creating Loyal Customers
Advanced
Driving Referrals & Advocacy
Understand the value of a referred customer. Ask for referrals naturally at the right stage in the conversation to promote advocacy.
Creating Loyal Customers
Advanced
Building Contact Plans
Help the customer think ahead and create contact plans that build ongoing engagement and enhance lifetime customer value.