Course Outline
Download Full Course Outline (PDF)Who should Attend?
Everyone involved in customer service. Our customers are our business and our interactions with them, are crucial our business success. This course will help you identify your internal and external customers, review customer services and systems to maximise the quality of service delivered.
Learning Outcomes
- State what customer service means in relation to all your customers, both internal and external
- Recognize how your attitude affects customer service
- Identify your customers’ needs
- Use outstanding customer service to generate return business
- Build good will through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal with difficult customers
Short Course details
| Short Course Topics | |
|---|---|
| Who we are and what we do | |
| Establishing your attitude | |
| Identifying and addressing customer needs | |
| Generating return business | |
| In-person customer service | |
| Giving customers service over the phone | |
| Providing electronic customer service | |
| Recovering difficult customers | |
| Understanding when to escalate | |
| 10 tips to wow customers every time | |
| Delivery | |
| Our instructor-led training course provides participants with an interactive session including group discussions, case study reviews and Question and Answer sessions. Our trainers can customise or tailor the course to your specifications or needs and deliver in-house providing you with a cost-effective and efficient training session. | |
| Duration & location | |
| Our standard structure for this workshop is 1 full day and can be delivered in any metropolitan or regional area of Queensland. Customisation is available based on individual council requirements. | |
| Fees & Inclusions | |
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Our training course will include:
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