Who Should Attend?
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, dealing with angry customers, and the importance of body language, tone of voice and personal presentation.
The course will also cover providing prompt service, exceeding expectations, reviewing customer satisfaction, and dealing appropriately with complaints and feedback.
Course Outcome
Participants will be issued with a Certificate of Completion at the completion of the course.
Program Content
The program will cover the following:
- the use of appropriate interpersonal skills
- effective communication skills
- prompt service delivery and managing expectations
- establishing rapport and responding to specific needs
- sensitively and courteously handle customer complaints
- review of customer satisfaction by way of seeking feedback
Course Venue and Equipment
Course may be delivered in our training rooms in Cairns (subject to availability), or onsite at the client's premises.
Where courses are conducted onsite a suitable venue is to be provided by the client company. The venue shall have sufficient space for the participants to be seated comfortably for the duration of training, as well as presentation equipment (i.e. projector or TV with HDMI input). 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 and traveling time will be charged at our standard rates. Please contact us for a formal quotation for courses conducted outside of Cairns.
How to Book a Course
Contact our office if you would like to book a dedicated course. Course date will be scheduled at the time of booking. Our standard quote price accommodates up to 15 attendees. If you have further people you wish trained, please contact us to discuss.