Customers are now savvier than ever, with the ability to check up on anything you say or do with a flick of their smartphone. However, each customer also has a different definition of what ‘customer service’ means to them.
This course will help you understand the fundamental principles of excellent customer service delivery, whether you communicate with customers in person, on the phone or via email.
This course is ideal for
deal for team members at all levels who are wanting to develop their customer service and communication skills for working with internal and external customers.
What you will learn
Define what great customer service is for yourself and others.
Get serious about delivering great customer service.
Understand how the service-profit chain affects your organisation.
Identify ways to truly meet your customers’ needs.
Communicate effectively with your customers via email, telephone, and in person.
Deliver bad news to customers in a more positive manner.
Confidently deal with unhappy customers and develop a solution-centric approach to complaints.
Topics covered in this training course
Defining ‘good customer service’Understand that each customer’s expectation is different.
Getting serious about customer serviceDiscover the four actions your organisation needs to take.
The service-profit chainUnderstand what drives growth and profitability in a service business, and a fulfilled mission in the public and not-for-profit sectors.
Moments of truthRecognise the moments that determine customer experience and satisfaction levels. This is when quality, as perceived by the client, is created.
Meeting your customers’ needsThere are two types of customer satisfaction – rational and emotional. Do you know which is the best for your business?
Customers’ psychological needsUnderstand four basic ways to meet your customers’ psychological needs.
Telephone, email and customer serviceHow to use these tools effectively to optimise customer service.
Building rapport with customersGood communicators are able to make connections with diverse types of people.
What customers want to hearWhen we cannot deliver what people want or need, good customer service requires us to display empathy.
Effective questioning techniquesSometimes, customers don’t like being asked many questions. Explore easier ways to seek the information you need.
Complaint handlingIt is vital you are empowered to deal with complaints, as negative reports can swiftly lead to a bad reputation.
|Ticket Information ||Ticket Price |
| Individual || AUD 640|