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

$220 ex. GST

What you get

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

Upcoming dates

Click on your preferred date to book

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