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
Contact us now on (03) 9725 3777 to discuss your customer service training needs ........ We're keen to help
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.
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.