Anyone who interacts with a customer - either an internal customer (person in front of you) or external (on the phone) - should undertake some form of customer service training. In addition to customer service representatives, this includes other positions such as receptionists, technical support representatives, field service technicians, sales engineers, shopkeepers, waiters, trades people, etc.
What will they learn?
Course content typically includes greeting the customer (either by phone or in person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, eliminating jargon, scheduling, concluding the phone or face-to-face interaction, dealing with angry customers, and the importance of body language and tone of voice.
The course will also cover providing prompt service, exceeding expectations, reviewing customer satisfaction, and reporting on customer activity.
The program will cover the following:
- the use of appropriate interpersonal skills
- determining priorities
- effective communication skills to assist in selection of services
- prompt service delivery
- establishing rapport and responding to specific needs
- sensitively and courteously handle customer complaints
- identify opportunities to promote and enhance services and products
- review of customer satisfaction by way of seeking feedback
- monitoring the procedural aspects of service delivery
- reporting on critical aspects of service delivery
Upon successful completion of a theory assessment and role-play activities, participants will be issued with a Statement of Attainment for BSBCUS301 Deliver and monitor a service to customers.
What if help is required with reading, writing or mathematics?
We can provide support in some areas. Where we cannot we will provide direction to other agencies who may be able to assist.
Recognition of Prior Learning
A learner’s history of study, skills and experience can be taken into account but it must support the criteria included in the unit of competency. Documentary evidence will be required.
This course may be conducted in our training rooms in Cairns, or on-site at client premises. Where courses are conducted on-site then a suitable venue and white board are to be provided by the client company. The venue shall have sufficient tables and chairs for participants to be seated comfortably for the duration of training. Any catering costs shall be borne by the client company. Please contact us to discuss alternate arrangements if there is any difficulty in providing these facilities and equipment.
Additional Costs and Expenses
Where the training is conducted outside the immediate Cairns area then additional costs will be applicable. Any airfares, travel, accommodation, meals and materials freight incurred in the provision of this training will be on-charged. Mileage will be charged at 80¢ (plus GST) per kilometre and traveling time will be charged at our standard rates. Please contact us for a formal quotation for courses conducted outside of Cairns.
Where consideration needs to be applied due to cultural, language, literacy, numeracy or other special needs, extra time will be allowed to ensure participants receive sufficient supported training. This time will be charged at our standard rates.