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

Customer Service – Exceeding Expectations

Upcoming Course Dates
Customer Service – Exceeding Expectations

Next Level Course

Advanced Customer Service

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

Course Overview

Keeping customers happy doesn't just mean doing things right, you also need to do things at the right time as defined by them. This means knowing exactly what they need, want and expect.

Every single contact between you and the customer is important regardless of it's length or context. This course will help you understand the fundamental principals of good customer service practices, whether you communicate with customers in person, on the phone or via email.

Expected Outcomes

Understand the importance of customer needs and how to deliver accordingly.
Recognise effective communication skills and improve your ability to build rapport.
Use active listening skills to maximise customer engagement.
Use questioning techniques to understand customer requirements.
Communicate with customers effectively via email.
Confidently deal with customer feedback, and develop a solution centric approach to complaints.

Who Should Attend this Course

This course is ideal for all levels of staff working with internal and external customers in person, by phone or email.

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:

Customer focus
Interpersonal savvy
Problem solving

Click for futher information on our core competencies.

Topics Covered [Click to Show All]

Put the customer at the centre of your focus
Discover who your customers are and what they expect.

Product or people perspective
Increase your people focus by improving what you say and how you say it.

Moments of truth
How to leave a postive impression regardless of the situation.

Working Relationships with Customers
The 5 elements involved in establishing a working relationsip.

First impressions
A customers initial perception of you in person, on the phone or via email affects business image.

Rapport
People like each other like each other!

Managing the phone effectively
Telephone techniques to ensure customer service is at an optimum.

Active listening
Develop your listening and responding skills to maximise mutual understanding.

Empathy
Learn to identify with and comprehend the art of empathy.

What customers want to hear
Utilising active language to reach a positive outcome.

Questioning Techniques
Use open, probing and closed questions to uncover and deliver on customer needs

Email in Customer Communication
Use email effectively and in the right situation.

GREAT Customer Service
Bring together the skills and abilities to maximise every customer interaction.

Customer Calamities
Techniques to assist with a range of customer feedback scenarios.

Complaint Handling
Empower yourself to deal with complaints and problem solve.

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

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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.

Customer Service – Exceeding Expectations

Upcoming Course Dates Customer Service – Exceeding Expectations

Melbourne

Sydney

Brisbane

Cairns

Townsville

Next Level Course

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Duration

Meals Provided

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Delivery Methods

Skills Assessment