Training Courses, Management Training, Management Courses, Melbourne

Customer Service Training

Is your organisation looking for a customer service course to refresh the skills and outlook of your frontline staff?

This highly engaging one day Customer Service training course will remind your staff of the expectations that your customers have of them. The course will equip them with the essential skills they need for dealing positively with some of the demanding customers and difficult situations they regularly face.

The benchmark for service delivery has increased significantly over the past few years and customer expectations of your service staff are now higher than ever before.

This training will help to ensure that your front-line teams are provided with the interpersonal tools that they need to meet these higher standards of service on a consistent basis.

We offer a highly interactive one day Customer Service Skills course that we deliver in-house for you. The content of the course can be tailored to your requirements, but typically will explore ...

Understanding the expectations of your customers
Procedural versus personal dimensions of customer service
Moments of truth in the service cycle that can have the biggest impact on the customer's experience
Creating a positive first impression in the eyes of your customer
Telephone etiquette : answering, holding, and transferring calls
Why do customers complain and get angry
How to remain calm in a heated situation
Learning to apply the disarming power of empathy
Applying problem solving skills to deal with an aggrieved customer
Using customer complaints to improve service delivery
Retaining a positive attitude
Working together effectively with others, as part of a team

Our customer service training has been delivered to a wide range of both public and private sector organisations. And our presenter brings a depth of many years of experience to this training - as well as energy, passion and humour.

What is the investment?

As a guide, the cost of our one day customer service course to a group of up to ten of your staff and delivered on your site in or near Melbourne, is around $2,500 + gst.

We can deliver the training to regional areas of Victoria, with some additional travelling costs.

Here is what one of our clients in local government said recently about some customised Customer Service training we delivered for their organisation ....

" I was thrilled with the day and more to the point - the staff, my CEO and our directors all thought it was spot on as well"

Glen Bernoth
Manager Community Relations
Corangamite Shire

Customer Service Training - the FISH philosophy

The FISH philosophy is based upon creating a customer-focused business but by creating team morale and having some healthy fun in the workplace. Our customer service training can, if you want, help to introduce some of the "FISH" customer service values to your team

For those of you not familiar with the amazing FISH story, the following short video clip will be of interest ....

Customer Service Training Outcomes

Evaluate your service delivery through the eyes of your customer
Improve your communication skills for both over the phone and face-face interaction
Confidently and positively handle customer complaints
Develop a can-do attitude

IN-HOUSE TRAINING COURSES

See Training Courses for a full list of the training courses
offered by Performance Development Pty Ltd.

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