CXP02 | Delivering Experience Over Process

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Taster Lesson Overview

‘WOW’ Service is a style of customer centric service that we know makes a difference to everyone involved in the process of buying a new home.

Building customer-centric, WOW Service, as you balance the selling and service responsibilities of the sales role needs care and attention – when we are in conversation with customers, who are thinking of buying, already in the process of buying, in the run-up to legal completion or of post-occupation.

In this taster lesson we will give you an insight into how we approach:

  • Building customer centric, ‘WOW’ Service as you balance the selling and service responsibilities of the sales role
  • Representing your brand through your actions and language
  • Demonstrating a strong service ethic in how you serve and plan to serve customers
  • Taking up our key tips to prepare great service with your site team and other colleagues
  • Building great, cooperative site-based relationships

Through conversation and strong brand representation, your language and approach clearly let’s the customer know how much they can trust you. Trust comes from sincerity, reliability, commitment, integrity, competence and consistency to name but a few words customers use to describe the person or people who they appreciated dealing with during their purchase.

Great customer experience and service that customers rate comes from the people, the behaviour, language and emotions that the customer is exposed to.  When a sales person is not aligned with their brand, the homes being sold, the team behind the delivery or is disgruntled with the company as an employee, sadly this shows very quickly and very quickly through language as well as actions.

One of the very early Ellare tests to measure the extent to which customer experience will be second nature from a sales person comes through the tell-tale signs of the words they use!  Words that show whether someone is associated and aligned to their brand and commitment to customer service and experience are those that show alignment – words like:


‘I love how we’

‘One of the things I think we do really well on this development is …’

These are indicators of alignment and language that a customer trusts and find very meaningful.   Do you find it easy to align in the language you use every day or do you not believe in your collective ability to deliver an amazing place for your customer to live in?

Great customer experience is also judged by the teamwork and the extent to which they feel the whole organisation is geared to delivering everything that has been promised.  How you work with your colleagues, how the customer perceives that the right hand knows what the left hand all contributes to how they rate the customer experience they have with you.

Choosing your language, aligning with your brand values, demonstrating fair and ethical business practice and communicating with clarity and honesty all create the best customer experience in new home sales.

See what you can improve upon …

There are 4 handouts for you to download from the materials tab above, these documents will give you a sense of our approach and are useful so download them before you move on!

What can we help you with?

We have lots of practical suggestions and up to date information about new home sales to share with you, make sure we have your email so that we can keep you in the loop.

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