Exceptional customer service … a practical ‘How To’ guide

This eLearning will equip you with the skills to deliver service excellence and 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.

Whether your 'customer' is a potential or existing client, team member, manager or any other stakeholder, this eLearning course will equip you with 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

  • An understanding of how the power of empathy can help you connect with customers
  • Ability to identify what are your customer's real needs, desires and wants
  • Understand how to communicate positively, professionally, with credibility, trust and diplomacy
  • Know 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

11:30 am to 1:00 pm AEDT and 2.30 pm to 4.30 pm AEDT

Location

Online

Fee

$90 ex. GST

What you get

You will receive the presentation notes from the eLearning post-completion.

 

 

Upcoming dates

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  • On-demand eLearning - Exceptional customer service … a practical 'How To' guide
    18-05-2020 - 30-09-2022
    11:30 am - 1:30 pm

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. Whether your ‘customer’ is a potential or existing client, team (more…)

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.

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1300 212 212

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