Customer Service Training Perth

Customer Service Excellence

(face to face, telephone or written communication)

 

Overview

Many service environments are also hectic environments, and this can influence the way we engage with our customers with the impact, often at odds of our intent. Customer service goes beyond simply getting the job done.    

This training workshop in Perth explores clear standards and provides concepts, tools and techniques for busy people who provide customer service. Let our experts provide the right training so that you can deliver customer service that leaves a positive lasting impression. 

To book or learn more about this course, contact our friendly Perth team on 08 9218 9059.    

 

Content

Welcome and introduction

  • Setting the context
  • Learning outcomes
  • Personal objectives

 

Customer service refresh

  • What is customer service excellence?
  • Consequences of poor customer service
  • Customer diversity - internal and external customers

   
Caring for your customer

  • Build confidence, competence and capacity in;
    • Communication
    • Attitude
    • Respect
    • Information
    • Needs (identifying and meeting)
    • Going the extra mile

Service standards and communication techniques

  • Expectations
  • Positive language vs blame language
  • Written communication
  • Telephone communication
  • Face to face communication

  
Difficult customers

  • What makes customers difficult
  • Turning customer negativity into positivity - what to do, what to say
  • Identify your stress signs and manage your emotions
  • Customer feedback and complaints

  
Putting it all together

  • Application of learning once you’re back at work

Learning outcomes

  • Understand why customer service is important
  • Identify internal and external customers
  • List the impact of customer service
  • Create a great first impression
  • Develop rapport – create warmth and openness
  • Ask effective questions – address client needs
  • Employ active listening techniques
  • Turn customer negativity into a positive customer experience

  

Prerequisite

This course requires no previous training or experience.

  

Course Duration

One day: 8:30am to 3:30pm

Virtual option available

 


Investment

$550+GST per person

Includes:

  • Experienced facilitator
  • Interactive, practical and hands on learning
  • Small groups for maximum impact
  • Take home resource workbook
  • Post course Coach Line
  • Post course follow up
  • Certificate of Attendance for participants
  • Morning & afternoon refreshments
  • Delicious cafe lunch

 

Enjoy Real People, Real Conversations, Real Results 

 

Further development

Sales Essentials

Growing Sales and Client Relationships

Develop Your Emotional Intelligence
 

 

 

When

23 April 2021 (One day)
19 May 2021 (One day)
14 June 2021 (One day)
16 July 2021 (One day)
20 August 2021 (One day)
23 September 2021 (One day)
27 October 2021 (One day)
25 November 2021 (One day)
10 December 2021 (One day)