Community Service Training

Course Introduction

Each session will start with some time that each participants can introduce themselves and talk about the structure of the workshop. The next step will be giving some time for reflection – so that everybody has a chance to think about what is their personal learning goal.

Topics covered in this course

Introduction to Customer Service

Participants will develop skills to learn about their customer needs and wants so that they can develop an experience.

Fundamentals of Customer Service

Participants will get to know what customer service is all about and will become more open to listening and emphatizing with customer requirements.

Overview of Customer Communication

In this session we will learn techniques and strategies to get ready for any number of face to face encounters. We will find out how good communication can lead to win-win results!

Understanding Customers through their Language

In this seminar we will find together different ways of being able understand what kind of solutions could work better to meet the needs of a customer by analysing the condition of the person. Over the course of the session we will examine various analysis and evaluation techniques and useful tools!

Interpreting Customers Body Language

In this session your participants will learn about the skill of reading body language and techniques for breaking the ice; matching and mirroring with your coworkers or friends!

Understanding Vocal Characteristics of Customers

Here, we promote understanding of customer situations and how to solve them by looking at four traits.

Making Interactions Personal and Polite

Today participants will begin to learn ways to make customers feel appreciated and understood. You will start to see how providing appreciation can stem loyalty that will pay dividends down the road.

Accessing Convenient Support

Trust your workplace facilities. Those tools are there to help both participants and provide them with the essential solutions to customers' needs.

Establishing Rapport with Customers

This workshop aims to let participants know that there is a very effective – and non-threatening – way to build relationships: mirroring and matching; by the end of this session, you will be able to build relationships with anyone just by mirroring and matching;\mLearning how to build relationships with people is not that difficult. All you have to do is reflect on who they are just by looking at them.

Handling Challenging Customer Situations

In this session you will learn how to talk to a customer the right way. This includes understanding how to pace but also know when to lead the conversation so you get the best possible outcome.

Customer Service Principles

At the end of this session persons will acquire knowledge on how to greet customers on work in order to provide quality service.

Workshop Summary

At the end of the course, participants will have a chance to raise any questions that are relevant for them, and then develop a personal action plan outlining how they can integrate what they’ve learned through the workshop.

Event Venue & Nearby Stays

Melbourne, Australia