Customer Service Excellence Course

This one-day course will provide you with a toolkit of practical skills and insightful knowledge to deliver service excellence and create a positive customer experience.

 

Overview

 

We all have customers, clients and colleagues and your personal and professional success will depend largely on how well you meet their needs. Getting it right may lead to a long-term relationship but getting it wrong can result in a personal and business loss.

This course will delve deep into the most important aspects of providing exceptional customer service, whether your 'customer' is a potential or existing client, team member, manager or any other stakeholder. Gain insightful knowledge and practical skills for effective customer interactions, delivering service excellence and creating a positive customer experience.

What’s covered

  • Fundamentals and dimensions of best practice service excellence
  • Stakeholder and customer expectations, needs and satisfaction
  • Having a service mindset – organisational purpose, culture, values and behaviours
  • Conflict and communication skills to de-escalate challenging situations

Who's it for?

  • Team Leaders and Managers
  • Customer Service team members
  • Anyone who builds and maintains a client/customer base

Outcomes

  • A deep understanding of how the power of empathy can help you connect with customers
  • A greater ability to identify what are your customer's real needs, desires and wants
  • Understand how to communicate positively, professionally, with credibility, trust and diplomacy
  • In-depth knowledge on how to deal with 'challenging' customers and leave them satisfied

Facilitator

Wendy Jocum


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.

Details

Time

09.30 a.m. - 3.30 p.m.

Location

All CBD locations. Specific venue details are provided when you book

Fee

$420 ex GST

What you get

Lunch and refreshments (dietary requests taken upon booking)
Full set of electronic notes
Post course support (6 months)

 

 

Upcoming dates

Click on your preferred date to book

New South Wales

Queensland

Victoria

In-house course enquiry

If you prefer, we can conduct any of our courses specifically for your staff and at your premises. This may prove to be cost-effective and, of course, we can tailor our programs to meet the specific requirements of your organisation and participants.

Call us now for in-house/onsite enquires
1300 212 212

Onsite enquiry

Send an enquiry


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