Details
Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?
You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.
In this fun and exciting professional development course you'll learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.
The PD Training Customer Service course is fun and effective and will improve the way you approach delivering service to your clients. This course is available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.
Outline
Brand Ambassador or Brand Assassin?
- What is customer service?
- Customer Behaviour
- Why Customers Leave
- The Benefits of Brilliant Customer Service
- Reflection
Customer Diversity
- Cultural diversity and the global customer
- Generational differences
- Reflection
We choose to serve
- Customer Empathy
- Principles of great service
- Reflection
Communication – the key to great service
- Listening
- Writing
- Personal Style
- Reflection
Navigating the Negatives
- Learning from worst-case scenarios
- The Steps of Acknowledgement
- Handling Tough Situations
- Reflection
Creating a Service Culture
- Management Focus
- What can you do?
- Living the Culture
- Reflection
Reflections
- Create an Action Plan
- Accountability equals Action
Welcome to pd training, we are an Australian-owned international training and professional services organisation. We have around 400 specialist trainers across Australia delivering thousands of courses each year in our 16 areas of specialty.
We provide industry-leading post course reinforcement, a training management system, world-class Personality Profiling, and support custom training roll outs across Australia and the world.
Professional Development Training provides Australia's leading and most comprehensive training solution. Learners receive our exclusive industry-leading post course reinforcement framework to help them beat the forgetting curve, and make the most of the training.
Management receive a range of benefits including a training management system that makes quoting, booking and reporting on training easier and faster than ever before.
