Customer Service Excellence

Course Overview - The Facts

In the world-famous, best-selling book "In Search of Excellence", author and business expert Tom Peters calls the "customer service" difference the competitive edge of any organisation!

While many customer service programs apply only to staff who deal directly with customers, Customer Service Excellence shows you how to get in your organisation committed and focused on delivering first-class customer service and satisfaction.

This powerful one-day program teaches each of your team members the very latest customer service strategies for developing long-term, profitable relationships with both your existing and future customers.   

You'll learn how to make satisfying each customer your staff's #1 goal. And the result? Customers will enjoy exceptional service and support that makes them want to come back again and again!   

This Australian designed, one-day Customer Service Excellence program will deliver the results you need to create a dynamic, successful and truly "customer-service driven" organisation.

The Benefits

This comprehensive customer service program brings immediate results to the workplace. Participants will emerge from this one-day program with a new attitude toward their customers and their customer service skills.

Key Learning Outcomes

• Seeing your organisation as your customers see you (and discovering what they really want from your organisation)
• How to set effective customer service performance standards for your staff  
• The keys to preventing customer service problems and how to recover if and when problems do occur
• How to turn every customer contact whether in person or on the phone into 'a moment of truth'  
• How to make each customer feel important and appreciated
• Mastering the art of "active listening"  
• How to say "no" to customers without making your customer angry or antagonistic  
• New ways to make a powerful first impression in person and on the telephone  
• A "Tool-Box" of brilliant and proven customer service strategies 

The Program Outline

Introduction

• Why your customer is the most important person in your organisation  
• Learning how to see your organisation and employees through your customer's eyes  
• Implementing a "customer-service first" approach to your work.
• Keeping your customers for life  
• The 7 deadly sins of poor customer service (and how to avoid them all)  
• The critical art of listening. Powerful new strategies for clear, positive communication with your customers  
• Customer service etiquette (a variety of specific techniques)
• The power of communication  
• Understanding body language  
• Developing an awareness of personality styles and discovering brilliant new ways of getting on with every type of customer  
• Dealing with complaints and angry customers in a professional manner  
• How to remain calm and composed after a customer outburst
• Solving problems and fixing errors with no stress and no blame  
• Learning to say "no" without feeling bad or causing customer resentment  
• How to "up-sell" your products and services without being pushy  
• Professional customer service telephone techniques  
• Dealing with managers and colleagues in a professional manner  

Who Should Attend

If customer service and satisfaction are vital to the success of your organisation, then this program is a "must" for staff at all levels (not just those at the 'front-line').

Graduate Coaching Program

To ensure that the skills learnt on the day of the program are fully utilised, each participant will receive one-on-one graduate coaching several weeks after attending this program.

This program can be conducted within your organisation from as few as 6 participants.  To find out more call us on 1300 881 891.

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