TESS Group
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The TESS Group

Sales & Commercial

Full Day Workshop
Face-to-Face · Virtual Available

Customer Experience Excellence

Deliver Exceptional Experiences at Every Touchpoint

Transform how your team thinks about customer interactions. From first contact to post-sale support, learn to design and deliver experiences that build loyalty, reduce churn, and turn customers into advocates for your brand.
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L&D Workshop Enquire minimum 10 delegates
CX Toolkit • Certificate
Who Is It For?
  • Customer-facing teams wanting to elevate their service delivery
  • Managers responsible for customer satisfaction and retention metrics
  • Operations and service teams redesigning customer touchpoints
  • Sales teams wanting to differentiate through exceptional experience
  • Any team committed to building a customer-first culture
Programme Structure
FormatFull-day workshop (9:00am–4:30pm)
DelegatesMinimum 10 per session (up to 18 face-to-face)
DeliveryFace-to-face at your premises or live virtual
Hands-OnJourney mapping exercises, scenario role-plays, service design
FrameworkCustomer experience excellence model and touchpoint audit
TakeawayCX improvement action plan and service standards toolkit
Key Modules
Customer Journey Mapping

Map every touchpoint from first contact to advocacy, identifying friction points and moments that matter.

Service Standards & Consistency

Define and embed service standards that create reliable, memorable experiences across your team.

Complaint Handling & Recovery

Turn complaints into loyalty opportunities with structured recovery frameworks.

Building Customer Advocacy

Create experiences so exceptional that customers become your most powerful sales channel.

What’s Included
  • Full-day facilitation by customer experience specialist
  • Customer journey mapping framework and templates
  • Service standards development toolkit
  • Complaint handling and recovery scripts
  • Customer feedback analysis framework
  • NPS and satisfaction measurement guidance
  • Certificate of completion for all delegates
  • 6-week post-course email tips and CX improvement check-ins
Why TESS Group?

Trusted Quality

  • Ofsted Good rating
  • 4.9/5 learner rating
  • 10,000+ learners trained
  • CX-trained facilitators

Real Results

  • Higher customer retention
  • Increased referral rates
  • Fewer escalated complaints
  • Stronger brand reputation

Programme Options

Full DayContact us for pricing
Virtual DeliverySame price; interactive online journey mapping
Team Follow-UpContact us
Min Delegates10 per session (up to 18 face-to-face)
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Exceptional Experience Drives Revenue Growth

Organisations that lead on customer experience outperform competitors by 80% in revenue growth. At just Contact us

What Delegates Say

“We mapped our entire customer journey in the workshop and found 7 friction points we'd been blind to. Three were fixed within a week.”

— Workshop Delegate • Customer Experience Manager

“The emotional journey mapping exercise was a breakthrough. We stopped thinking about processes and started thinking about how customers feel.”

— Workshop Delegate • Head of Customer Success

“Our NPS score increased by 12 points in the quarter following the workshop. The ROI speaks for itself.”

— Workshop Delegate • Operations Director

“The facilitator brought genuine CX expertise, not just theory. The real-world examples made every concept immediately applicable.”

— Workshop Delegate • Service Delivery Manager

Ready to Upskill Your Team?

Book a free discovery call to discuss your team's needs and how we can tailor this programme for your organisation.

Book a Free Discovery Call

No obligation • Tailored to your team • Nationwide delivery