Your personal and professional success will depend largely on how well you meet your clients and customers (internal and external) needs. Getting it right may lead to a long-term relationship but getting it wrong can result in a personal and organisational loss.
Gain insightful knowledge and practical skills for effective customer interactions, delivering service excellence and creating a positive customer experience.
Within the course, the interactive and engaging delivery style encompasses self-reflection, self-assessment of your team's customer service, short videos, group activities and discussions. You will come up with an action plan for strengths and improvements, enabling practical tools for skills transfer, improving results, relationships, teamwork and enhanced service delivery to your stakeholders.
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Identify, understand and apply the components of enhanced service excellence and customer experience.
Understand how to effectively and efficiently ask and analyse clients needs and determine how to achieve their goals and needs realistically.
Discover and enhance how engaging behaviours that align to organisational purpose, culture, and values contribute to a positive customer experience and the ability to achieve extraordinary results.
Discuss the seven-step customer experience ladder and how following this process will lead to increased customer satisfaction and loyalty.
Gain the ability and confidence to have difficult conversations, to be calm, assertive, polite and firm, all while meeting customer and organisational needs.
Know how to identify accurately what customer moments of truth are and how identifying them plays a crucial part in organisational success and creating a positive customer experience.
Wendy Jocum is an accredited, experienced coach and facilitator. Her expertise lies in all areas of people development for individuals and teams.
Her work encompasses Organisation Development, Human Resources, Training, (learning/development), coaching and organisational psychology.
09.30 a.m. - 3.30 p.m.
All CBD locations. Specific venue details are provided when you book
$500 ex GST
Lunch and refreshments (dietary requests taken upon booking)
Full set of electronic notes
Post course support (6 months)
of attendees rated their course experience 5/5