Customer Service to Delight

This highly interactive half day or one day 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 service are 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 service on a consistent basis.

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

Course content can include .......

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

Hundreds of staff from both the State Revenue Office and Hume City Council have attended this course.