About this Event
Bring your team and save:
1. Groups of three or more receive a 10% discount
2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.
For more information on venue address, reach out to "[email protected]"
About This Course
Duration: 2 Days (9:00 AM – 5:00 PM)
Delivery Mode: Classroom / In-Person Workshop
Language: English
Credits: 16 PDUs / Training Hours
Certification: Course Completion Certificate Provided
Refreshments: Lunch, tea/coffee, and snacks included
Course Overview
Pathways to Service Excellence is a highly interactive, practice-driven training designed to enhance real-world customer service skills. Participants learn essential concepts and immediately apply them through hands-on activities, ensuring they leave with techniques they can use from day one. The course focuses on improving customer experience, managing diverse customer expectations, handling difficult situations, and ultimately driving higher customer satisfaction and sales performance.
Learning Objectives
After completing this course, participants will be able to:
- Understand how customer service has evolved, including the impact of social media
- Effectively manage interactions with different customer generations
- Apply active listening and customer lifestyle questioning techniques
- Use memory tips to recall customer names and preferences
- Recognize and respond to both verbal and emotional cues
- Apply quick techniques to handle angry customers
- Implement 10 proven customer service best practices immediately at work
Target Audience
This course is ideal for professionals who want to strengthen their customer service skills, including customer service representatives, frontline staff, sales professionals, and anyone interacting with customers.
Why Choose This Course?
This course stands out for its strong focus on practical application rather than theory alone. Participants don’t just learn concepts—they practice them through real-life scenarios and exercises. By the end of the training, learners gain confidence in handling customer interactions, managing difficult situations, and delivering memorable customer experiences that lead to better feedback, stronger relationships, and increased sales performance.
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Want to Train Your Entire Team Together?
We offer customized group training programs tailored to your organization’s industry, challenges, and customer base—available in both classroom and virtual formats.
Contact us today to schedule a customized in-house, face-to-face session:
Agenda
Module 1: Realities of Customer Service Today
Info: • The modern customer service landscape
• ROI of customer success
• Understanding customer generations (Gen X, Gen Y, Baby Boomers, Traditionals)
• Customer lifestyle questioning
Module 2: Sharpen Your Listening Skills and Memory
Info: • Stages of consciousness
• Active listening skill practice
• Memory tips and techniques
• Acknowledging words and emotions
Module 3: Ten Best Practice Customer Service Techniques
Info: • Service recovery techniques
• Handling angry or emotional customers
• Influencing customers to follow direction
• Managing arguments and complaints
• Addressing issues and dissatisfaction
• Turning negative experiences into positive outcomes
• Correcting wrong information
• Owning mistakes professionally
• Handling discount requests
• Preventing customer defection to competitors
Event Venue & Nearby Stays
Regus Burelli Street, WOLLONGONG, Burelli Street Level 1 1 Burelli Street Wollongong New South Wales NSW 2500 Australia 61 2 4254 1000, Australia
AUD 1142.75 to AUD 1481.58
