Outstanding Customer Service

 

an eWord company

 

                                                                                                                                   

General Course Information

This 1-day course will revolutionise the way you think about customer service. You will move from seeking to provide good service to understanding the importance of creating a great experience and will learn techniques and strategies that will enable you to make profound changes in your workplace.                                                                                                                                                                                                                                            

 

Duration

1 day

9:00am-4:15pm

You will learn to:

Ø  Recall current trends in customer service and identify your customers

Ø  Identify your service strengths and improvement opportunities using feedback from your workplace

Ø  Apply skills to engage your customers

Ø  Respond to difficult customers assertively and with empathy

Ø  Apply techniques to make your team more customer focused

Ø  Describe the concept of "remarkable" customer service

Ø  Identify areas where you and your organisation can be more memorable

 

 

Who needs to come:

Anyone working in a service -oriented business and in regular contact with people.

What skills you need:

There are no formal prerequisites for this course.

 

Regular Venue:

37 Angas Street

Adelaide SA

(near Victoria Square)

Electus Training:

Electus is a South Australian company with 25 + years of experience in training.  Trainers and facilitators at Electus are chosen for their expertise, practical and broad experience in their field and a relaxed and friendly manner.

 

How to book:

Contact Electus by
phone: (08) 8221 5517
fax: (08) 8221 5518
email: mail@electus.com.au

Training includes:

Each participant receives a training reference manual/workbook and supplementary training materials. 

Refreshments and lunch are provided for full day courses.

 

Course dates:

Visit www.electus.com.au for the latest course schedule or ring us on (08) 8221 5517.

 

Electus – Now offering 44 nationally recognised qualifications                                                          37 Angas Street, Adelaide SA 5000

                                                                                                                                                                                        Telephone: 08 8221 5517

                                                                                                                                                                                          Facsimile: 08 8221 5518

                                                                                                                                                                                 Email: mail@electus.com.au

                                                                                                                                                                                              www.electus.com.au

 

 

Outstanding Customer Service

 

an eWord company

 

 

Course Content

 

Introduction

 

  • Setting the context
  • Your personal objectives
  • Learning outcomes

 

Why you serve your customer

 

  • A world of customers
  • Current trends in customer service
  • Identifying your customer
  • Consequences of customer service
  • What’s your level of customer service?

 

What do customers really want?

 

  • Developing a customer focus
  • Customer service expedition (experiential

activity)

 

REACH your customers

 

  • Reaching new heights in service
  • The REACH model of customer service:

1. Response

2. Environment

3. Assurance

4. Care

5. Hippopotamus!

  • Feedback from your workplace

 

 

Skills to engage your customers

 

  • The nature of customer engagement
  • Building trust by keeping promises
  • Choosing language to maintain integrity
  • Providing written customer service
  • Building trust by listening

 

Being remarkable

 

  • Why be remarkable?
  • Being safe is risky
  • How can you be remarkable?

 

Difficult customers

 

  • Customer feedback and complaints
  • Walking in your customer’s shoes
  • Responding effectively

 

Creating a customer driven team

 

  • Customer driven teams
  • A remarkable story
  • Streamlining processes for better service
  • Building on customer feedback

 

Action plan

 

  • Planning to apply the knowledge and

skills back at work

  • References and further reading

 

 

 

 

Electus – Now offering 44 nationally recognised qualifications                                                          37 Angas Street, Adelaide SA 5000

                                                                                                                                                                                        Telephone: 08 8221 5517

                                                                                                                                                                                          Facsimile: 08 8221 5518

                                                                                                                                                                                 Email: mail@electus.com.au

                                                                                                                                                                                              www.electus.com.au