Customer Experience

Course Description

Customer Experience is key to personal recommendation and repeat bookings.

• Do you want to put customers at the forefront on your journeys and trips?
• Are you looking at how to match your client’s expectations?
• Do you want to add value to your paddler’s experiences? 

If so, the Customer Experience Module could be for you!

Why choose the Customer Experience Module?

First of all, the module is open to anyone wanting to expand their knowledge of customer experience! The module explores how to put customers at the forefront of journeys and trips. You will look at how to match clients’ expectations to measurable outcomes for the day and how to add value to the experience.

Secondly, this interactive, practical module will provide you with top tips and valuable insights to make the most out of journeys and trips with your customers.

Furthermore, this module is used by clubs, outdoor centres and organisations to support their journeys and expeditions.

What does it involve?

Customer Experience is a useful module that will provide you with top tips and valuable insights including:

• Developing an understanding of how to put customers at the forefront of journeys and trips
• Exploring how to add value to the experience
• You will gain an understanding of how to deal with a range of incidents and accidents that might arise during a venture
• You will look at how to match clients’ expectations to measurable outcomes for the day

Our tutors will share with you top tips and explore the qualities of a good leader

There will be opportunities to ask questions to further your knowledge and meet like-minded people during the module. Many of our course candidates develop long lasting friendships, connections and contacts.

Want to know more?

You can read the syllabus here: Guide Module Session Plan.

This module forms part of the Guide Scheme. Find out more about becoming a British Canoeing Awarding Body Guide here.

Ready to begin?

There is no need to register for this module, by using the ‘find a course’ function you can book straight onto the module. This module is open to anyone wanting to gain knowledge about Customer Experience, there is no age restriction.

Course Content

This module will develop your customer experience skills and support you to put customers at the forefront of journeys and trips. This will look at how to match clients' expectations to measurable outcomes for the day. Throughout the module, you will be provided with top tips and a valuable insight to add value to your customers' experiences.

The module covers:

• Qualities of a good leader
• Client profiling - develop an understanding of client profiling
• Trip outcomes - explore different ways of setting measurable outcomes for the day/week/month that involve the client in the decision making process and foster independent learning and thinking
• Group dynamics - how to achieve group cohesion, as well as strategies and tactics for dealing with difficult/dangerous clients
• Feedback - explore different methods of gaining feedback from our clients and revisiting outcomes established as part of the trip
• Policies and procedures to safeguard your clients' health and well being
• Duty of care, Risk Assessments and Insurance
• Serious incidents and accidents - develop an understanding of how to obtain client feedback and what to do with it

If you want to find out more, you can read the session plan here.

This module usually takes a minimum of 8 hours but is often running during weekend or week long trips so you can put your learning into practice. The module is open to everyone and has no age restriction.

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