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Time proven strategies to develop a great customer experience & culture of service excellence

Customer Experience – your number one competitive advantage … particularly in these tough economic times. It’s a bold statement, but one that is supported by extensive empirical research.

Graham Harvey from Service EQ is back in December presenting his highly acclaimed Design! Deliver! Delight! Service Excellence workshop series across the region .

On your behalf, we have again negotiated a significant saving for interested MRBTA members.

When Tuesday 5th December 2017
Time: 8.40am – 1.00pm
Location: Abbey Beach Resort – Busselton
Cost: Exclusive MRBTA Member rate: $ 147.00 per person

RRP: $347.00 per person
(use promo code MRB200 when registering to access this special $200 member saving)


After seeing Graham’s presentation at the AHA Hospitality Expo, I knew his workshop was just what we needed to empower our business. Graham thoroughly engaged our team leaders with exciting insights into the delivery of excellence in customer service. For us, it was about nurturing our own culture with a deeper understanding of the most essential elements of service. Design! Deliver! Delight! has brought some really great stuff out of our team, and four weeks later we are still gaining momentum. I would highly recommend Service EQ to any business that wants to gain a competitive advantage by earning lots of rave reviews!

Rob GoughProprietor, Settlers Tavern, Margaret River

Graham was just the tonic we needed to help us refresh our brain power and thinking and from that develop our own strategies to moving forward and giving us a point of difference in our services offered. Graham is passionate about his programme [Design, Deliver, Delight], is himself customer service driven, and delivers his training in an engaging, collaborative, thoughtful, and easy to listen to style. The senior executive team enjoyed the session very much and we commenced exploring the ideas that came out of the workshop straight away.

Gareth ThomasChief Operations Officer, Seashells Hospitality Group

Graham Harvey from Service EQ presented his Design! Deliver! Delight! customer
experience and service excellence programme to our group of 15 Hotel General Managers and
key executive in May 2017. We spent 4 hours going through practical and innovative service
concepts and ideas which reignited our commitment to delivering great customer service. The
workshop really fostered a renewed energy and passion in our senior management team. It has
been a few months now since the presentation and we are still identifying and implementing
ways to improve our customer journey, thanks to the Service EQ workshop.

Garrett PrendivilleExecutive Director – Hotels, Prendiville Group

Graham presented his half-day Design! Deliver! Delight! customer experience workshop
at the recent SA Parks Annual Conference. The workshop was a great success. Delegate
feedback stated how much value people got out of the session and the great practical advice
and ideas they could take back to assist them with running their respective Caravan Parks.
Graham was an enthusiastic and generous speaker whose ideas and examples were very
pertinent to the tourism and hospitality industries. We would have no hesitation in
recommending Graham to assist tourism operators to improve their business and customer
service in the dynamic and changing tourism market.

Fiona WilliamsExecutive Officer, SA Parks

Design! Deliver! Delight! 

A Business Building Workshop with Graham Harvey B.Com FAIM CSP

Modern day business has evolved beyond commodity, beyond product, and now beyond service; we now all live and operate in the experience economy.


Business today is all about experience, the all-encompassing multi-sensory experience that customers encounter when they do business with you … a customer experience that they use to judge whether or not your business continues to deserve their custom; to remain loyal, or to leave and take their business elsewhere.

So …

·What’s the real purpose of business?

·What’s the difference between customer service & customer experience?

·How do you develop a unique standout customer service experience?

·How do you attract and retain loyal customers in today’s highly competitive marketplace?

·How do you establish strong, mutually rewarding customer relationships to ensure future business prosperity?

·How do you create an organization-wide culture of service excellence?

·Why is customer experience your number one competitive advantage?

·Why has customer experience become your single greatest predictor of business success?


These questions and more are all answered during the course of this high impact half-day Business Building Workshop facilitated by Graham Harvey – acclaimed Professional Speaker, Service Designer, Business Coach and best selling author of ‘Seducing the Vigilante Customer101 winning strategies to attract and retain happy customers and healthy profits.’

Here’s what you will learn:

·The difference between customer service and customer experience

·How, by understanding the six senses of service, (visual, auditory, olfactory, gustatory, somatosensory and emotional) you can design & deliver a truly outstanding service experience giving your customers a ‘reason to return’, and a ‘reason to refer’

·Why, in today’s crowded ‘same stuff, same price’ marketplace, ‘good’ customer service is the enemy of ‘great’ customer service

·How to develop an authentic service experience differential to ensure that ‘choice rich, time poor’ consumers, when faced with a multitude of options, choose to do business with you, and not your competition

·What it takes to develop strong, mutually rewarding customer relationships to ensure future business prosperity and longevity

·Understanding the difference, and how to make the shift from commodity and price, to experience and value

Here’s what you will receive:

·4 hours jam packed full of the latest information and research on service design, customer experience and relationship marketing with a ton of take home value and easy to implement strategies.

·A detailed workshop manual.

·A copy of Graham’s powerful 190-point Customer Experience Performance Evaluation Checklist.