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.
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
Always putting your customer at the center of your business creates a service driven culture.
The best and most successful businesses clearly understood this fact.
This two day customer service training course will motivate participants to become more
customer focused and more passionate about delivering outstanding service by understanding
the logical and emotional motivations of a customer to buy or continue using a service.
participants will learn how to become more flexible communicators who are able to engage
better with customers, portray energy, commitment and ownership in each customer
interaction.This two day program will energize your staff to deliver world class service that
leaves customers with a lasting positive impression.
Learning Objectives
●Discover the attitude, skills and knowledge needed to be a successful customer
service representative.
● Explain the importance of measuring & benchmarking service as well as the
value of a lost customer.
● Realign their thinking about customer complaints and understand the
opportunities in each challenging customer situation.
● Understand what true customer loyalty is and the importance of their role to
ensure a positive customer experience.
● Understand the concept of plus one's and the value of exceeding customer
expectations in each customer interaction.
Target Audience
Any employee who delivers service to customers
Why choose this course?
This two-day workshop focuses on building a service driven culture by putting customers at the center of every interaction. Participants gain a deeper understanding of customer logic and emotion, learn how to build loyalty, handle complaints effectively, and deliver world class service that leaves a lasting positive impression.
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Want to train your entire team together?
This two-day workshop can be delivered in Classroom or Virtual format to ensure consistent service standards and a shared customer focused mindset across your organization.
Contact us today to schedule a customized in-house, face-to-face session:
Agenda
Module 1 : What do customers want?
Info: ● What customers want?
● Logic Vs Emotion
● Winning customers hearts
● Customers want CASH
Module 2 : This thing called "Loyalty"
Info: ● Defining a lifetime customer
● Drivers of customer loyalty
● Keeping Customers loyal and plus one's
● Why customers leave and cost of losing a customer
Module 3 : Measuring customer satisfaction:
Info: ● Importance of customer feedback
● Methods of collecting customer feedback
● What is NPS?
● Rate my NPS activity
Module 4 : Having The Right skills and attitude:
Info: ● Attitude, Skills and Knowledge
● Having the right service mentality
● Rapport = Results
● Strategies for building rapport
Module 5 : Value of a complaint:
Info: ● A Complaint is a gift
● Ground rules for receiving a complaint
● Avoiding customers hot buttons and forbidden language
Module 6 : Customer service techniques:
Info: ● Seven Diffusing techniques
● Disengaging
● Face saving out
● Empowering customers
Event Venue & Nearby Stays
Regus 120 Collins Street, 120 Collins Street#Levels 31 & 50, Melbourne, Australia
AUD 1142.75 to AUD 1481.58
