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PBI Sample Workshop

Planning for and Delivering Customer Delight

This workshop can be either a full day or half day.

It is very interactive with large group, small group, and individual work.

  • Director provides introduction and expectations   
  • What is Customer Delight?
  • Who has a reputation for Customer Delight?  
  • Contrasting examples.  What results come from those reputations? 
  • What is your organization’s reputation?
  • Discuss current/recent customer challenges
  • Several slides forming a Customer Delight tool kit
  • Identifying customer needs and wants – now and future
  • Role playing on challenging customer scenarios
  • Director provides her/his Customer Delight expectations
  • What’s your role in helping improve the reputation?
  • Complete the personal action plan
  • Post workshop – Director summarizes personal plans into an organizational one

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