Customer Service Essentials Training Program
Successful organisations recognise that, to maintain strong customer relationships and high customer satisfaction levels, all staff must take responsibility for the crucial part they play in delivering a final product or service. They recognise that if you're not interacting with a customer directly, then you're supporting someone who is. If you don't provide that person - for example, a colleague, supplier or partner - with good service, then the customer ultimately suffers.
Customer Service Essentials is an in house, half to one-day customer service training course focusing on how to deliver excellent customer service, no matter what job you do or who your customers are. It covers fundamental techniques for dealing with different people, essential communication skills for building rapport and enhancing relationships, as well as how to handle difficult situations and angry customer effectively and professionally.
Currently, our professional trainers will travel to any business within 2 hours of Sydney (ie. between Newcastle and Wollongong.) However, we will consider interstate training courses - please call us to discuss your needs.
Learning Outcomes |
Course Content |
| - Increase
your awareness of how you can assist your internal and external
customers - Identify your behavioural profile and describe how it can help or hinder you in dealing with others - Read other people's behavioural profile and adapt your style to suit them - Develop stronger communication channels through building rapport, listening and questioning effectively and being assertive - Apply a range of telephone and email strategies for more effective communication  |
Defining
Customer Service and Meeting Expectations - Who are Your Customers? - Customer Satisfaction Fundamental Techniques for Handling People - DISC Behavioural Profiling - Customer Service Strengths - Reading other People Communication Skills for Excellent Customer Service - Communication Channels and their impact on our message - Listening and Questioning Skills to ensure two-way communication - Assertive Communication Formula to convey our message without aggression How Do We Connect With People? - Build Rapport and Forming Relationships - Creating Impressions and Recognising their impact - Employing telephone and email techniques to enhance communications Dealing With Difficult People and Situations - Handling Difficult Situations - The Angry Customer - A Complaint is a Gift |
Interested? Call Us on 1300 60 1234 or Fill Out our Contact Form
Testimonial 82
- This is our first time using mystery shoppers and have found it to be very useful in gathering feedback about our services. Our business is a little out of the ordinary; however we still need to ensure that our visitors are getting the best experience possible! It is a fantastic resource and we have found it to be extremely beneficial.
- Trent Russell - General Manager
- National Zoo and Aquarium
Testimonial 234
- Mystery Customer has played a major part in the club's financial success and has helped the club to foster a culture of accountability among our frontline staff and has focussed our managers' responsibility for each department. Our staff have accepted mystery shopping as a key part in our club being a leading venue in quality and customer service.
- David Hiscox - CEO
- Dapto Leagues Club
