Date: Thursday, 25th March 2027
Time: 10am to 1pm
Price: £95 +VAT members / £115 +VAT non-members
Venue: Online
Delivered by: AJ Lakes Consultancy

Want customers to keep coming back? Create service that people remember

Great customer service is no longer enough. In a competitive market, customers remember how a business makes them feel - and those experiences influence whether they return, recommend you and become loyal advocates for your business.

Join Alison Magee-Barker FIH, CEO & Founder of AJ Lakes Training Academy Ltd, for a practical, interactive half-day workshop that will help you look at your customer experience through fresh eyes and identify simple changes that can create lasting results.

Drawing on over 30 years of leadership, hospitality, customer experience and business consultancy, Alison will share practical tools, real-life examples and proven techniques that can be implemented immediately.

Why attend?

Customer experience is not just the responsibility of the person serving the customer. It is created through every interaction, every touchpoint and every member of your team.

This session will help you understand what your customers really need, where experiences can go wrong and how small changes in communication, behaviour and service can have a significant impact on customer satisfaction, loyalty, reputation and ultimately business performance.

What you’ll learn:

•  How to see your business through your customer’s eyes
•  What makes an ordinary service experience become memorable
•  How human behaviour, communication and emotional intelligence influence customer experience
•  How to understand and manage customer expectations
•  How to handle complaints and difficult situations positively and confidently
•  How to turn service recovery into an opportunity to build loyalty
•  How to create consistent service standards across your business
•  How to encourage your team to take ownership of the customer experience

You’ll leave with:

•  Practical customer experience tools and techniques you can use immediately
•  A clearer understanding of your customer journey and key touchpoints
•  Greater confidence in handling challenging customer situations
•  Simple ideas to improve customer loyalty, recommendations and repeat business
•  Your own practical action plan identifying what you will start, stop and continue doing to improve your customer experience

The workshop will use a mixture of discussion, real-life examples, practical exercises, reflection and interactive learning, so delegates are actively involved rather than simply listening to a presentation.
Most importantly, we want everyone to leave with something they can take back into their business and implement straight away!