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Customer Service – Exceeding Expectations Training Course

Available via public schedule at our Brisbane, Melbourne and Sydney CBD training venues and on-site across Australia.

Customer Service – Exceeding Expectations

1 Day Training Course

Book a public course

Venue – Melbourne

Odyssey Training
Level 7, 31 Queen Street
Melbourne VIC 3000
View map and directions

Times and Dates

18 Oct 2017
1 Day     9:00 am – 4:30 pm
(Lunch and refreshments provided)

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Professional Development Course Inclusions
 

Course overview

Customers are now savvier than ever, with the ability to check up on anything you say or do with a flick of their smartphone. However, each customer also has a different definition of what ‘customer service’ means to them.

This course will help you understand the fundamental principles of excellent customer service delivery, whether you communicate with customers in person, on the phone or via email.

This course is ideal for

Ideal for team members at all levels who are wanting to develop their customer service and communication skills for working with internal and external customers. 

For team leaders, supervisors and managers leading teams interacting with internal or external customers, we recommend the Leading Customer Service Teams course available at Leadership Directions.

What you will learn

  • Define what great customer service is for yourself and others.
  • Get serious about delivering great customer service.
  • Understand how the service-profit chain affects your organisation.
  • Identify ways to truly meet your customers’ needs.
  • Communicate effectively with your customers via email, telephone, and in person.
  • Deliver bad news to customers in a more positive manner.
  • Confidently deal with unhappy customers and develop a solution-centric approach to complaints.

Topics covered in this training course

Defining ‘good customer service’
Understand that each customer’s expectation is different.

Getting serious about customer service
Discover the four actions your organisation needs to take.

The service-profit chain
Understand what drives growth and profitability in a service business, and a fulfilled mission in the public and not-for-profit sectors.

Moments of truth
Recognise the moments that determine customer experience and satisfaction levels. This is when quality, as perceived by the client, is created.

Meeting your customers’ needs
There are two types of customer satisfaction – rational and emotional. Do you know which is the best for your business?

Customers’ psychological needs
Understand four basic ways to meet your customers’ psychological needs.
Telephone, email and customer service
How to use these tools effectively to optimise customer service.

Building rapport with customers
Good communicators are able to make connections with diverse types of people.

What customers want to hear
When we cannot deliver what people want or need, good customer service requires us to display empathy.

Effective questioning techniques
Sometimes, customers don’t like being asked many questions. Explore easier ways to seek the information you need.

Complaint handling
It is vital you are empowered to deal with complaints, as negative reports can swiftly lead to a bad reputation.

For team leaders, we recommend the Leading Customer Service Teams course available at Leadership Directions.

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