New Horizons Learning Centre Perth

Fundamentals of Customer Service

New Horizons Learning Centre Perth

Event outline

This course provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

Module 1: Understanding Customer Service

  • Describe Customer Service
  • Identify Customer Expectations
  • Commit Yourself to Providing Excellent Customer Service

Module 2: Focusing on the Customer

  • Create a Positive First Impression
  • Identify and Help Meet the Customer’s Needs
  • Create a Positive Last Impression

Module 3: Handling Complaints

  • Make it Easy for Customers to Complain
  • Resolve the Problem
  • Cope with Upset and Difficult Customers

Module 4: Delivering Excellent Customer Service on the Telephone

  • Answer the Telephone
  • Project a Positive Image Using Your Voice
  • Transfer Calls
  • Take Meaningful Messages

Module 5: Coping With Stress

  • Describe Stress
  • Take Preventive Measures
  • Overcome Stress

Dates & registration

There are no dates listed for this event.

Provider information

New Horizons Perth is a training provider based in the Perth CBD. All trainers must have a Certificate IV in Training and Assessment, at least two years group training experience and industry experience.