Exceptional Customer Service

Australian Institute of Management NSW & ACT
North Sydney, NSW, Australia

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' The image and reputation of an organisation depends largely on the abilities and desires of its staff to maintain the highest standards of service to everyone who makes an enquiry, request, purchase or complaint. This two-day program provides participants with a range of strategies for effective communication, handling conflict and managing complaints. These skills will enable participants to take ownership of the customer service function in order to meet the needs of the customer and provide service that exceeds expectations.

Learning outcomes

Create and maintain rapport with internal and external customers.
Demonstrate a range of communication techniques to build customer relationships.
Apply creative and lateral thinking strategies to both face to face and telephone customers.

Course content

What is customer service?
Customer perceptions and expectations.
Service styles, good and bad.
The importance of customer service.
Knowing and understanding your customers.
Internal and external customers.
Identifying and meeting customer requirements.
Understanding special needs of some customers.
Building customer relationships.
Communicating effectively with customers.
Listening and questioning skills.
Telephone skills and tips for improving telephone customer service.
Managing difficult situations.
Effectively managing complaints and conflict situations with customers.
Road blocks that can create conflict with internal customers.
Service processes.
Measuring customer service.
Tips for taking a creative approach to customer service.
...''

Elements of this syllabus are subject to change.

Phone:02 9956 3030

School Address/Venue(s):

Australian Institute of Management NSW
215 Pacific Highway
North Sydney NSW Australia 2060

Jobs & Resumes: North Sydney
Houses & Roommates: North Sydney

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Training Delivery Skills
Advanced Diploma of Project Management
Applied Project Management
Business Services
Diploma of Project Management
Project Management Fundamentals
Building Client Relationships
Dealing with Difficult Customers
Marketing Strategies
Essential Selling Skills
Leading and Motivating the Sales Team
Managing Customer Service
Marketing Essentials
Marketing Practice
Professional Selling Skills
Professional Telephone Skills
Sales Negotiation
Strategic Account Management

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