Customer Service Skills

This highly interactive one day customer Service Skills training course will remind your staff what their customers are entitled to expect from them – and it also will equip them with a range of practical techniques for dealing positively with some of the demanding customers and awkward situations they must regularly face.

Many organisations have identified customer service as a strategic point of differentiation over the past five to ten years. Hence, the benchmark for service delivery has increased dramatically - and customer expectations of your customer service are now much higher now than ever before.

The major challenge for any organisation is to ensure that their front-line people are equipped with both the skills and attitude needed to deliver high standards of customer service on a consistent basis.

The Customer Service Skills training course will provide practical tips and techniques to support your staff in dealing with some of the demanding and awkward situations they must face.

The Melbourne one day course is delivered in-house for organisations in a highly engaging way, Course content can include .......

• Understanding customer expectations
• Procedural versus personal dimensions of customer service
• Moments of truth that have an enduring impact
• Managing the customer's first impression
• Telephone etiquette : answering, holding, transferring calls
• Why do customers complain & get angry
• How to remain calm in a heated situation
• Learning to apply the disarming power of empathy
• Remaining positive and optimistic