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Customer Service: Reaching for Remarkable
Melbourne $632.50 AUD per person
Training Course Overview Add to Compare Add to My Development Plan
Training Course ID: (TP3)-100147
This course combines excellent customer service with customer engagement to create remarkable customer experiences. You will appreciate the importance of
creating a memorable experience to enhance customer loyalty and responding with empathy in order to resolve difficult customer interactions.
During the course
Our Business Performance courses are practical, interactive and fun. Well-known, proven theories are translated into easy-to-understand concepts and techniques by experienced training consultants. Participants return to work understanding what they can do to enhance their performance and put learning into practice.
After the course
Participants are encouraged to complete activities at work following the program. These activities reinforce the concepts and skills learned and facilitate the transfer
of learning into real work situations. For those seeking formal recognition of competency, assessments tasks may be available.
- Duration
- 1 Day
- Provider
- TP3
- Venue
-
Level 4 470 Collins Street Melbourne VIC
- Type
- Public / Open
Detailed Course Information
Introduction
- Setting the context
- Your personal objectives
- Learning outcomes
Why serve your Customer?
- A world of customers
- Current trends in customer service
- Identifying your customer
- Consequences of customer service
- What’s your level of customer service?
What do Customers really want?
- Developing a customer focus
- Customer service expedition (experiential activity)
Reach your Customers
- Reaching new heights in service
- The REACH model of customer service:
1. Response
2. Environment
3. Assurance
4. Care
5. Hippopotamus!
- Feedback from your workplace
Skills to Engage your Customers
- The nature of customer engagement
- Building trust by keeping promises
- Choosing language to maintain integrity
- Providing written customer service
- Building trust by listening
Being Remarkable
- Why be remarkable?
- Being safe is risky
- How can you be remarkable?
Difficult Customers
- Customer feedback and complaints
- Walking in your customer’s shoes
- Responding effectively
Create a Customer Driven Team
- Customer driven teams
- A remarkable story
- Streamlining processes for better service
- Building on customer feedback
Action Plan
- Planning to apply the knowledge and skills back at work
- References and further reading
- Setting the context
- Your personal objectives
- Learning outcomes
Why serve your Customer?
- A world of customers
- Current trends in customer service
- Identifying your customer
- Consequences of customer service
- What’s your level of customer service?
What do Customers really want?
- Developing a customer focus
- Customer service expedition (experiential activity)
Reach your Customers
- Reaching new heights in service
- The REACH model of customer service:
1. Response
2. Environment
3. Assurance
4. Care
5. Hippopotamus!
- Feedback from your workplace
Skills to Engage your Customers
- The nature of customer engagement
- Building trust by keeping promises
- Choosing language to maintain integrity
- Providing written customer service
- Building trust by listening
Being Remarkable
- Why be remarkable?
- Being safe is risky
- How can you be remarkable?
Difficult Customers
- Customer feedback and complaints
- Walking in your customer’s shoes
- Responding effectively
Create a Customer Driven Team
- Customer driven teams
- A remarkable story
- Streamlining processes for better service
- Building on customer feedback
Action Plan
- Planning to apply the knowledge and skills back at work
- References and further reading
you will learn to:
- Recall current trends in customer service and identify your customers
- Identify your service strengths and improvement opportunities using feedback from your workplace
- Apply skills to engage your customers
- Respond to difficult customers assertively and with empathy
- Apply techniques to make your team more customer focused
- Describe the concept of "remarkable" customer service
- Identify areas where you and your organisation can be more memorable
Prequisites:
Participants are asked to prepare prior to attending training. You should reflect on your personal objectives and current skills and come to the program ready to learn. Preparation may involve answering questions, seeking feedback from colleagues or reviewing your organisation’s policies and procedures. You will receive an email with details of the pre-training preparation upon enrolment.
Related Training Courses
Provider Terms & Condition
TP3
TP3 delivers training in the following course categories:
- Information Technology
- Professional Development
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