Exceptional customer service … a practical ‘How To’ guide

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

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 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

In-house Courses

If you prefer, 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. You can read more here

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.

FAQ's

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 be able to ask questions on particular 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?

Book Now

Click for Access

54 %

of attendees rated their course experience 5/5

5/5

“Valuable and insightful information and great presenter. Thank you.” Melissa Brennan, Mission Australia

5/5

“A great course! Full of useful tips and strategies. Great job, Wendy! Many thanks!”
David Perry, Hunter H2O

1300 212 212

Exceptional customer service … a practical ‘How To’ guide

Overview

Topics Covered

Who's it for?

Outcomes

In-house Courses

Facilitator

FAQ's

Book Now

5/5

5/5

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