02. September 2019 - 9:00 till 17:00
Customer Service Course | Sydney Campus, ELI-229 Lecture Room | Monday, 02. September 2019
Learn effective customer service with our Customer Service courses in Sydney.Learn Customer Service with our Customer Service courses in Sydney - short courses open to everyone.In today’s Global business world the customer is still the most important factor affecting the success of a business. The customer service you and your team provide plays a pivotal role in acquiring and maintaining new customers. Customers decide what, when and how to buy. The customer service they receive is vitally important to the long term success of any business. This customer service course is designed to provide you with the service skills required to ensure that you exceed customer expectations. In this customer service course you will focus on the knowledge, skills and attitude required to maximise customer satisfaction. This customer service training course is suitable for anyone in a customer service role or team leaders who manage staff that deliver service ****-to-****, over the phone or online.Learning AimsThis Customer Service course aims to:Equip you with a clear understanding of what quality customer service is and what it is not.Provide you with an understanding of the importance that human factors play in quality customer service.Give you knowledge of the components of customer service and show how this knowledge can assist you in the workplace.Highlight the importance of effective communication and body language.Teach you how to build rapport with your customers.Learning OutcomesAt the completion of this customer service course you will be able to:Define excellent customer service and its relationship with brand advocacy and business success.Identify characteristics that contribute to providing excellent customer service.Determine the impact your mind-set has on customer interactions.Analyse empathy and language that supports positive customer interactions.Decide appropriate presentation standards for your customer service role, including: grooming; body language and, para-language.Develop listening skills for the purpose of asking the right questions.Identify barriers to customer service excellence.Manage challenging customer interactions.Course ContentThis Customer Service course will cover the following content:What is customer service and why is it important?Defining customer service.Introduction of brand advocacy: why is it important for businesses and for you?Characteristics of exceptional customer service.Identify barriers to excellent customer service – what contributes to poor customer experiences?Service mindset – What do you bring to the interaction?Identify ways you can reflect on your mindset and its contribution to customer interactions.Strategies to change your mindset.Empathy in customer serviceExplore the concept of empathy in customer service interactions and how it contributes to promoting positive customer service.Recognise empathy-centred language and use it to encourage understanding with your customers.Your Welcome – Does it really matter?Analyse the impact of saying a genuine hello and goodbye to your customers.Investigate various options to say hello and goodbye without sounding repetitive.How do you present?The connection between appearance and personal judgement.Suitable presentation standards for your workplace.The value of non-verbal communication when communicating with others.Analyse body language – How important is it during customer interactions?Enhancing your listening skillsObstacles to effective listeningIntroduce ‘Listening for Purpose’ as a concept, and how it contributes to positive interactions with your customers?Asking the right questionsTechniques to help ask appropriate questions to help solve customer issues quickly.Managing challenging customer InteractionsUnderstanding the needs of a difficult customer.Analyse what makes these interactions difficult?Techniques and strategies to ‘turn the customer around’ and finish with a positive result.Intended AudienceThis customer service course has been designed for those in, or interested in commencing, service roles with internal or external customers. The course is suitable for business owners, customer support staff or any position where excellent customer service is an essential ingredient. This customer service course is also suitable for those who are new to a leadership role, in teams where customer service is a key focus.Delivery StyleThis customer service course will be delivered as an interactive workshop consisting of an instructor-led lecture, group and individual activities. This training approach allows you to work through concepts introduced by the instructor in an application-focused teaching environment. You will challenge your understanding of the concepts and consider their application once back in your individual workplace.Course PrerequisitesThis customer service course has no prerequisites and is open to all members of the public.Alternative DatesAdditional instances of this course may be available and published on our website. See Customer Service Course for more information, or to join the waiting list and be advised when we schedule more.