Customer Service Skills

Shortlist

We offer a highly interactive one day customer service course in Melbourne for your organisation, that will refresh the skills and outlook of your front line staff. The focus and the course duration can be tailored to your requirements.

This highly engaging Customer Service training will remind your staff of the expectations that your customers have of them. The course will refresh the skills they need for dealing positively with some of the demanding customers and difficult situations they regularly face.customer service training Melbourne

The benchmark for service delivery has increased significantly over the past few years and customer expectations of your service staff are higher than ever before.

This training will help to ensure that your front-line teams are provided with the interpersonal techniques that they need to meet these higher standards of service on a consistent basis.

Learning outcomes:

  • Understanding the expectations of your customers
  • Procedural versus personal dimensions of customer service
  • Moments of truth in the service cycle that have the biggest impact on the customer’s experience
  • Creating a positive and professional first impression in the eyes of your customer
  • Telephone etiquette : answering, holding, and transferring calls
  • Why do customers complain and get angry
  • Tips for remaining calm in a heated situation
  • Learning to apply the disarming power of empathy
  • Applying problem solving skills to deal with an aggrieved customer
  • Using customer complaints to improve service delivery
  • Developing resilience and retaining a positive attitude
  • Working effectively with others in your team – giving and receiving support
Duration
1 day
Delivered
Inhouse
Face-to-face
Locations
Start dates & prices
Delivered
Any delivery
Location
Any location
Get in touch with for their inhouse offering
Have the training provider cater to the size and needs of your team. Delivered online via virtual instructor-led training, or face-to-face at your office, in the following locations:
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Get in touch with for their online course
AUD 300 per person. Pre-recorded, on-demand content created by a top quality training provider, run in your own time. Start whenever you like, from wherever you like. Easily catering to solo upskillers and teams in their thousands.
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Locations
Provided by
Performance Development
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