Develop essential customer service skills and utilise a customer first approach.
Are you consistently able to leave a positive impression on your customers every time you engage with them? Does your organisation excel at cultivating loyal customers who repeatedly purchase your products and services?
This course by Skills Management Australia is designed for individuals and teams, seeking to enhance their ability to provide a high level of customer service.
Attendees will learn how to identify and anticipate customer/client needs and expectations, as well as handle a multitude of difficult situations that can arise.
Attendees will also acquire insight to generate repeat business and consistently deliver on their promises.
At the conclusion, participants will possess a comprehensive set of skills and strategies that enable them to provide exceptional customer service, and better represent the organisation.
Assessing Customer Service – A well-defined development tool is used to gauge current customer service standards and pinpoint areas that require enhancement. The tool can also be utilised in the workplace for ongoing measurement and improvement of customer service.
Creating Your Customer Service Brand – Participants determine the level of service they wish to provide and what they want customers to say about them, followed by implementing actions to achieve these goals.
Mapping the Customer Service Journey – This section outlines the customer journey within each participant’s organisation, identifying touch-points where improvements or changes can be made. The main challenge is figuring out ‘how will you accomplish this?’
Managing Customer Expectations – Participants learn about understanding levels of customer service expectations, focusing on five key aspects: Reliability, Assurance, Tangibles, Empathy, and Response.
Handling Customer Complaints – This part covers why complaints occur, how they can be addressed, and preventative measures. A clear process for managing customer complaints is provided.
Dealing with Difficult Customers – Explore reasons behind difficult customers, strategies for addressing such situations, and appropriate behaviour when engaging.
Implementing Excellent Actions – A look at important aspects of customer service from a client perspective and how participants can integrate those into their behaviours.
More than simple theory, our training programs incorporate practical learning activities, group discussions and trainer led feedback and guidance.
Also included is a digital learner guide, refreshments throughout the training, and a certificate of attendance emailed upon completion.
Book your spot online, or speak with a Skills Management representative.
