Customer Service Excellence

ATI-Mirage Training and Business Solutions

Event outline

‘(face to face, telephone or written communication)’.

Overview

Many service environments are also hectic environments. As service providers we often get so caught up in getting the job done that we forget to provide the service. As a result we may believe that we’ve provided great customer service; however getting the job done is not a mark of great service.

This workshop is designed to explore key ideas regarding what customer service really means for you in your organisation.

Content

Welcome and introduction

  • Setting the context
  • Learning outcomes
  • Personal objectives

Customer service refresh

  • What is customer service excellence?
  • Consequences of poor customer service
  • Customer diversity - internal and external customers

 Caring for your customer

  • Build confidence, competence and capacity in;
    • Communication
    • Attitude
    • Respect
    • Information
    • Needs (identifying and meeting)
    • Going the extra mile

Service standards and communication techniques

  • Expectations
  • Positive language vs blame language
  • Written communication
  • Telephone communication
  • Face to face communication

 Difficult customers

  • What makes customers difficult
  • Turning customer negativity into positivity - what to do, what to say
  • Identify your stress signs and manage your emotions
  • Customer feedback and complaints

 Putting it all together

  • Application of learning once you’re back at work

Learning outcomes

  • Understand why customer service is important
  • Identify internal and external customers
  • List the impact of customer service
  • Create a great first impression
  • Develop rapport – create warmth and openness
  • Ask effective questions – address client needs
  • Employ active listening techniques
  • Turn customer negativity into a positive customer experience

Prerequisite

This course requires no previous training or experience.

Course Duration

One day: 8:30am to 3:30pm

Dates & registration

Mon 14 Oct 2019 Perth (Metro)

Time:
8:30 am start to 3:30 pm close
Venue:
ATI-Mirage, Cloisters, Level 1, 863 Hay Street, Perth
Costs:
Special Government Price: $495 + GST per person. Includes:   Interactive, practical and hands on learning, take home resource workbook, post course Coach Line, post course follow-up, morning and afternoon refreshments and a delicious café lunch.  Small groups for maximum impact.   Enjoy Perth’s best CBD training centre.   Always great value.  Real People, Real Conversations, Real Results. Thank you for supporting WA business.
Register at:
Contact:

Crystal Chaplin
0892189059
admin@ati-mirage.com.au

Wed 13 Nov 2019 Perth (Metro)

Time:
8:30 am start to 3:30 pm close
Venue:
ATI-Mirage, Cloisters, Level 1, 863 Hay Street, Perth
Costs:
Special Government Price: $495 + GST per person. Includes:   Interactive, practical and hands on learning, take home resource workbook, post course Coach Line, post course follow-up, morning and afternoon refreshments and a delicious café lunch.  Small groups for maximum impact.   Enjoy Perth’s best CBD training centre.   Always great value.  Real People, Real Conversations, Real Results. Thank you for supporting WA business.
Register at:
Contact:

Crystal Chaplin
0892189059
admin@ati-mirage.com.au

Tue 17 Dec 2019 Perth (Metro)

Time:
8:30 am start to 3:30 pm close
Venue:
ATI-Mirage, Cloisters, Level 1, 863 Hay Street, Perth
Costs:
Special Government Price: $495 + GST per person. Includes:   Interactive, practical and hands on learning, take home resource workbook, post course Coach Line, post course follow-up, morning and afternoon refreshments and a delicious café lunch.  Small groups for maximum impact.   Enjoy Perth’s best CBD training centre.   Always great value.  Real People, Real Conversations, Real Results. Thank you for supporting WA business.
Register at:
Contact:

Crystal Chaplin
0892189059
admin@ati-mirage.com.au

Provider information

We are committed to providing Government organisations and individuals with the tools they need to thrive. We are a proudly West-Australian owned company dedicated to keeping learning real. 100% quality guarantee with over 180,000 people trained.