Fundamentals of Customer Service

New Horizons Learning Centre Perth

Event outline

Overview:

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.

Outline:

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.