Customer Service Excellence

Overview

Many service environments are also hectic environments. As service providers we often get so caught up in getting the job done that we forget to provide the service. As a result we may believe that we’ve provided great customer service; however getting the job done is not a mark of great service. 

This workshop is designed to explore key ideas regarding what customer service really means for you in your organisation.    

  

Content

Welcome and introduction

  • Setting the context
  • Learning outcomes
  • Personal Objectives

  

Why serve your customers?

  • Customer diversity - internal and external customers
  • Consequences of customer service

   
CARING for your customer

  • What does it mean to care?
    • C - Communication
    • A - Attitude
    • R - Respect
    • I - Information
    • N - Needs
    • G - Go the extra mile

  
Difficult Customers

  • Turning customer negativity to positivity
  • Customer feedback and complaints

  
Managing yourself

  • Identify your stress signs
  • Harness your natural happy chemicals
  • Staying energised
      

What's Next

  • Application of learning back at work

Learning outcomes

By the end of this program participants will be able to

  • Understand why customer service is important
  • Identify internal and external customers
  • List the impact of customer service
  • Create a great first impression
  • Greet constructively – create a personal connection
  • Develop rapport – create warmth and openness
  • Ask effective questions – address client needs
  • Employ active listening techniques
  • Apply closing techniques – how to close effectively without being pushy
  • Turn customer negativity into a positive customer experience

  

Prerequisite

This course requires no previous training or experience.

  

Course Duration

1 day

 

Further development

Sales Essentials

Growing Client Relationships

Emotional Intelligence
  

 

 

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Professional Development Training

  

"Our suite of Professional Development programs are designed to ensure that your organisation’s key assets, your people, are appropriately skilled and capable of achieving maximum productivity in today's evolving workplace."   

  

  

Standard Course Information

  
Inclusions:

  • Take home course manual
  • Facilitator led training
  • Qualified trainer
  • Certificate of Attendance for participants
  • Morning & afternoon refreshments
  • Lunch

    
 
 
Training venue:

Cloisters Level 1, 863 Hay Street
Perth CBD
  
    
     
Additional information:

  • HR standard training day runs from 8.30am - 3.30pm
  • Wellness standard training day runs from 9am - 4pm
  • ½ day courses vary, please contact us for timings
  • Prices quoted are standard rates
  • Government and other discounts may apply and will be confirmed on invoice

        
  

Customised Solutions
  

We understand one size does not always fit all. Our team of qualified trainers can create a customised solution tailored to your specific needs.

We are happy to offer closed group sessions or additional dates as you require.

To discuss customisation training, simply call 08 9218 9059 or email admin@ati-mirage.com.au

 
 

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Enriching lives.
Empowering organisations.