Community, Public, and Customer Service Training Training


Customers need assistance all the time. It is essential to serve customers in a customer service setting. You are the first representative of the government they can interact with. You will often be asked to deal with complaints by angry people or to provide certain information to those who call the customer service desk. You must keep cool and be calm, and respond appropriately to their needs. This course is designed to teach your employees how to effectively handle customer service desks.

Listen and understand
No matter what the customer service role, the first thing everyone must learn is to listen. This skill is essential in any line of work. Interrupting customers is a sin. Interrupting customers can cause you to miss crucial information. You have to address the customer’s concerns. If you don’t have all of the information, you won’t be able to do so effectively. You should not be afraid to ask for clarifications if necessary. When they finish speaking, reflect back on their points so they know that you were paying attention.

Know the name of your client and be politely informative
It is helpful to know the name of your customer and to call them that whenever possible. This can help the customer feel valued and respected. You should be aware that these customers require customer service employees to be polite and courteous when speaking with them. For example, you need to say “please” when you want information so that you can attend to their needs. And you must say “thanks” when they give it. You should be polite and call them by their names. However, you shouldn’t overwhelm your customer. This allows the customer to have options for addressing their concerns. The customer can also address them. Many customers love the feeling of being involved in solving their problem.

Speed Dial for Help
You will never be able to meet the customer needs. Sometimes they may need information beyond your control or want to speak to an authority. The customer service professional who knows how to reach a superior with the right resources and ability to address customer concerns effectively will know when to call. It is a good idea to be familiar with your workplace and learn how to access those resources to assist customers who have concerns.

Dealing with angry or difficult customers can be difficult for public servants. If you can keep your cool and make sure the customer feels valued and cared for, you will be more likely to address the problem and improve the customer’s mood. This is a win-win situation for all. These techniques will teach your employees to listen , present options , be polite, and refer to their superiors when they are unable to handle certain requests. This course will help you create a team that can respond to basic customer requests. This course is well paired with sessions on listening, professionalism, and dealing with stressful situations. Contact us if you are interested in our other training courses or services.

3 hours
– AUD 495
Study Load
Part-time available
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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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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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Professional Development Training Courses and Business Coaching for Australian Employees, Employers and Business Owners. Online training, inhouse or onsite available in Sydney Brisbane Melbourne Perth Adelaide Canberra Parramatta.
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