Improving the customer experience - 1 day


Date: Register your interest 

A negative experience or concerns raised by negative publicity can affect prospective customers when thinking about using care and support services. Yet in reality, the majority of people requiring these services receive quality care and support from providers across the country.


But how do you create that all important customer experience in your social care business for both new and existing clients?


Research shows that organisations able to influence the customer experience generally perform better than those that don’t. The customer experience is a powerful differentiator of your brand from others and will help you create better customer satisfaction and even increase business opportunities.


This masterclass will give you an understanding of the customer journey framework within a social care setting and how to use a range of tools and techniques to create positive experiences for your customers to gain their loyalty and repeat custom.


What this masterclass will cover

Key learning outcomes:

  • Understand what makes a good customer experience.
  • Identify what your customers want and how to meet their expectations.
  • Learn about customer experience frameworks in a social care setting.
  • How to use customer insights to create value and transform your marketing.
  • Customer journey management and improvement using an empathetic approach.
  • How to overcome the challenges of multi-disciplinary service provision.
  • Engaging your staff teams to create a customer centric culture.
  • Create positive experiences through digital channels. 

We’ll use your business and those of other participants as real life case studies so you understand how creating good customer journeys can be applied.


Who should attend this course?

This masterclass is best suited for owners/managers, marketing and sales professionals, operations managers, customer-facing employees and anyone with an interest and / or responsibility for customer service in a social care setting.

It offers an innovative approach to customer journey mapping in social care settings to enable you to acquire the core skills you need to improve the experience of your customers in order to create long-term value.

London TBC

Time: 10am - 4pm

Register your interest

See booking terms and conditions here.


“I really benefitted from the suggestions of involving the entire team in residential experiences.”

“Thoroughly enjoyed the group discussions, sharing experiences and finding solutions. I would like to roll this out to my entire service.”

“I have been inspired from the customer service approach training and awareness. This training needs to be cascaded to staff at the home level.”

“It was great, I really enjoyed the course.”


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