Training Courses, Management Training, Management Courses, Melbourne

Customer Service Training

This highly interactive one day Customer Service training course will challenge your staff to consider the expectations that their customers have of them. The course will help them to polish the techniques they need for dealing positively with some of the demanding customers and awkward situations they regularly face.

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

The major challenge for any organisation is to ensure that their front-line people are equipped with both the skills and positive 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 and get angry
How to remain calm in a heated situation
Learning to apply the disarming power of empathy
Remaining positive and optimistic

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

These training courses are offered
in-house for organisations and can be further tailored to meet your specific requirements.

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

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