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Odyssey Training is a national provider of professional, computer and management training and consultancy.

Advanced Customer Service

Upcoming Course Dates
Advanced Customer Service

Next Level Course

Negotiation Skills

Duration
1 Day (9:00 am – 4:30 pm)
Downloads
Brochure
Meals Provided
Lunch and refresments
Print-Friendly
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Delivery Methods
Public, In-house, Closed Group
Skills Assessment
Take the test

Course Overview

Almost 70% of the identifiable reasons why customers left typical companies had nothing to do with the product. The prevailing reason for switching was poor quality of service. For team members to have a positive customer service culture i.e. be instilled with the concept and spirit of customer service; they need to be educated, trained and reinforced.

Expected Outcomes

Understand the importance of developing customer relationships.
Build confidence in all aspects of customer contact via developing effective communication skills.
Learn skills and techniques to deal positively with misunderstandings, complaints and miscommunication.
Understand different customer behaviours and match your service delivery with their expectations.
Build on your existing questioning and listening skills to understand customer needs and solve complex problems.

Who Should Attend this Course

This course is designed for experienced customer service consultants or team leaders.

Core Learning and Development Competencies

This course has been designed to support the development of the following core competency areas identified to facilitate individual and organisational success:

Composure
Customer focus
Integrity and trust
Interpersonal savvy

Click for futher information on our core competencies.

Topics Covered [Click to Show All]

Customer Care
Understand and promote a positive customer service culture.

Customer Ladder of Loyalty
Develop a one off contact into a long-term relationship where both parties will benefit

Time Management Matrix
Manage yourself to balance the proactive vs reactive tasks.

Process of Communication
Effective communication is central to successful working relationships.

Customer Behaviours
Understand the 4 intentions that drive customer behaviours.

Making Connections
The skill of connecting or building rapport.

Shared Goals & Mutual Respect
Agree, build and connect.

Contrasting
Deal positively with misunderstandings and miscommunication.

Assertive Actions
Express yourself in a direct, honest and appropriate way.

The Ball Court Model
Empathise, problem solve, assert.

Delivering Bad News Postively
What to say when you can't say what the customer wants.

Customer Complaints
Use the 4 elements influencing model to deal with customer problems and complaints.

Computer Training

Microsoft Office 2010

	Introduction	Intermediate	Advanced	VBA
Microsoft Access 2010	Microsoft Access 2010 Introduction	Microsoft Access 2010 Intermediate	Microsoft Access 2010 Advanced	VBA for Microsoft Access 2010
Microsoft Excel 2010	Microsoft Excel 2010 Introduction	Microsoft Excel 2010 Intermediate	Microsoft Excel 2010 Advanced	VBA for Microsoft Excel 2010
Office 2010 New Features	Microsoft Office 2010 New Features
Microsoft Outlook 2010	Microsoft Outlook 2010 Introduction		Microsoft Outlook 2010 Advanced
Microsoft Powerpoint 2010	Microsoft PowerPoint 2010 Introduction		Microsoft PowerPoint 2010 Advanced
Microsoft Project 2010	Microsoft Project 2010 Introduction		Microsoft Project 2010 Advanced
Microsoft Visio Professional 2010	Microsoft Visio 2010 Professional Introduction		Microsoft Visio 2010 Professional Advanced
Microsoft Word 2010	Microsoft Word 2010 Introduction	Microsoft Word 2010 Intermediate	Microsoft Word 2010 Advanced	VBA for Microsoft Word 2010
Introduction to Computers	Introduction to Computers

Microsoft Office 2007

	Introduction	Intermediate	Advanced	VBA
Microsoft Access 2007	Microsoft Access 2007 Introduction	Microsoft Access 2007 Intermediate	Microsoft Access 2007 Advanced	VBA for Microsoft Access 2007
Microsoft Excel 2007	Microsoft Excel 2007 Introduction	Microsoft Excel 2007 Intermediate	Microsoft Excel 2007 Advanced	VBA for Microsoft Excel 2007
Office 2007 New Features	Microsoft Office 2007 New Features
Microsoft Outlook 2007	Microsoft Outlook 2007 Introduction		Microsoft Outlook 2007 Advanced
Microsoft Powerpoint 2007	Microsoft PowerPoint 2007 Introduction		Microsoft PowerPoint 2007 Advanced
Microsoft Project 2007	Microsoft Project 2007 Introduction		Microsoft Project 2007 Advanced
Microsoft Visio Professional 2007	Microsoft Visio 2007 Introduction		Microsoft Visio 2007 Professional Advanced
Microsoft Word 2007	Microsoft Word 2007 Introduction	Microsoft Word 2007 Intermediate	Microsoft Word 2007 Advanced	VBA for Microsoft Word 2007

Microsoft Office 2003

	Introduction	Intermediate	Advanced	VBA
Microsoft Access 2003	Microsoft Access 2003 Introduction	Microsoft Access 2003 Intermediate	Microsoft Access 2003 Advanced	VBA for Microsoft Access 2003
Microsoft Excel 2003	Microsoft Excel 2003 Introduction	Microsoft Excel 2003 Intermediate	Microsoft Excel 2003 Advanced	VBA for Microsoft Excel 2003
Microsoft Outlook 2003	Microsoft Outlook 2003 Introduction		Microsoft Outlook 2003 Advanced
Microsoft Powerpoint 2003	Microsoft PowerPoint 2003 Introduction		Microsoft PowerPoint 2003 Advanced
Microsoft Project 2003	Microsoft Project 2003 Introduction		Microsoft Project 2003 Advanced
Microsoft Visio Professional 2003	Microsoft Visio 2003 Introduction		Microsoft Visio 2003 Advanced
Microsoft Word 2003	Microsoft Word 2003 Introduction	Microsoft Word 2003 Intermediate	Microsoft Word 2003 Advanced	VBA for Microsoft Word 2003

Microsoft Sharepoint 2010

Adobe Publishing and Web

	Introduction	Advanced
Adobe Acrobat 9.0	Adobe Acrobat 9.0 Introduction	Adobe Acrobat 9.0 Advanced
Adobe Acrobat X	Adobe Acrobat X Introduction	Adobe Acrobat X Advanced
Adobe Captivate 5	Adobe Captivate Introduction
Adobe Dreamweaver CS4	Adobe Dreamweaver CS4 Introduction
Adobe Dreamweaver CS5	Adobe Dreamweaver CS5 Introduction
Adobe Illustrator CS4	Adobe Illustrator CS4 Introduction
Adobe Illustrator CS5	Adobe Illustrator CS5 Introduction
Adobe InDesign CS4	Adobe InDesign CS4 Introduction	Adobe InDesign CS4 Advanced
Adobe InDesign CS5	Adobe InDesign CS5 Introduction	Adobe InDesign CS5 Advanced
Adobe Photoshop CS4	Adobe Photoshop CS4 Introduction	Adobe Photoshop CS4 Advanced
Adobe Photoshop CS5	Adobe Photoshop CS5 Introduction	Adobe Photoshop CS5 Advanced

Fantastic - wish I'd done the course years ago!

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Collection Statement

Microsoft Certified Silver Learning Partner Odyssey Training is a national Australian provider of professional, technical and management training and consultancy. We run customised training and scheduled training courses in Brisbane, Cairns, Melbourne, Sydney and Townsville. We have been a major outsource partner for local and national projects across the private and public sectors. Quality Assurance System conforming to AS/NZS ISO 9001:2008 (Certification no. 1075). Odyssey Training is also a signatory to the Government’s Information Technology Conditions v5 (GITC v5) – Q-953.

Training Schedules

Partnering with employers across Australia. Training your people, bringing out their best!

Experience that speaks for itself.

Build your team, your way!

We are an Australian training company, developing Australia’s professionals.

Advanced Customer Service

Upcoming Course Dates Advanced Customer Service

Melbourne

Sydney

Brisbane

Cairns

Townsville

Next Level Course

Related Courses

Duration

Downloads

Meals Provided

Print-Friendly

Delivery Methods

Skills Assessment