Exceptional customer service … a practical ‘How To’ guide

“This customer service course has really helped me understand how to better communicate and interact with my customers. The facilitator provided us with some great practical tips.” – Previous Participant

Key Skills

Course Summary

Course Outcomes

An understanding of how the power of empathy can help you connect with customers
Ability to identify what are your customers 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

Suitable For

Team leaders and managers
Customer service team members
Anyone who builds and maintains a client/customer base

Course Overview

We all have customers, clients, and colleagues; 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.

Topics Covered

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

Delivery Style

This course is delivered as a self-paced eLearning course, providing you with 30-days of access to engaging video content and learning material. The content is easy to navigate through our online learning platform, with the content and resources all in one place.

Course Facilitator

Wendy Jocum – Facilitator

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.

Frequently Asked Questions

What kind of 'customer' do you refer to in this online course?

Any and all, from current or potential clients, customers, patients, colleagues, managers and any other stakeholders, this course provide in-depth learnings and insights that are transferable no matter what industry you're in or who your client or customer base is.

What' customer service' job positions would benefit from this online course?

Attendees don't have to hold a specific job position. If you liaise with customers at any stage of their journey with your business, from the first interaction to last, this course provides skills to ensure you are delivery service excellence and have valuable interactions with clients.

Does this online course include how to deal with challenging customer situations?

Absolutely! Being able to manage and de-escalate challenging situations with customers is an essential part of providing exceptional customer service. Within this vital topic, you will gain tips and techniques on how to effectively handle challenging clients and situations.

Will this online course look at how to connect and communicate with customers?

Yes, this eLearning will teach you how to communicate with customers professionally and positively while building a rapport, showing empathy, and developing trust to provide your clients with a positive experience and their desired outcomes.

Will this course help my staff, and I create a positive customer experience?

If you want to provide exceptional customer service, then a positive experience is a must. This course will give your staff the ability to clearly identify client's needs, provide solutions and have valuable interactions creating a positive customer experience.

Does this course cover the expectation and needs of a customer?

Yes it covers a range of customer needs and expectations and how this knowledge can be used to create a positive customer experience.

Purchase Course

eLearning Bundle

This eLearning course is offered in a course bundle

In-House Courses

We can conduct any of courses specifically for your staff 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.

Client Testimonials

“Valuable and insightful information and great presenter. Thank you.”

5/5

Melissa Brennan, Mission Australia

“A great course! Full of useful tips and strategies. Great job, Wendy! Many thanks!”

5/5

David Perry, Hunter H2O

“What a great course about customer service. I feel more confident now going back to work and interacting with customers.”

5/5

“The facilitator was very engaging and passionate. It was great to learn about empathy in this customer service course and its importance in connecting with people. I’ve now got lots of applicable knowledge to help me at work with my customers.”