The Operations Programme aims to tap into the creativity, pride and passion of frontline staff to help transform the customer experience. The objective of this one-day event is to generate motivation and techniques leading to a customer focused approach to delivering top-class customer experiences.

By the end of this course delegates will be able to: Understand how they can benefit from the 50% growth ambition for Scottish Tourism in terms of personal and career development Understand the significance of customers to their business, community and to the Scottish economy Understand the differences between customers and identify ways to deliver outstanding service. Understand the fragility of the customer experience through ‘Moment Mapping’ and the role of staff in delivering the service vision Understand the relationship between choosing a positive attitude at work and influencing others (colleagues and customers) to feel happy and enthusiastic Identify the different ways in which we can obtain feedback from the customer, and how to use that feedback to maximise customer loyalty and referrals Adopt a mindset of Continuous Improvement in order to achieve consistently better results. Apply to personal and professional development Take away and implement a 4-point action plan for immediate impact

Book an in-house experience or attend one of our open courses.