Customer Service

University of Canberra
Canberra, ACT, Australia

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

Course Description:

'' This one-day course will be well suited to front-line client service officers in either the public or private sectors. Receptionists, student administrators, library staff or indeed anyone who plays a role in customer service, either face-to-face or by telephone, need skills to enhance their own on-the-job experiences as well as becoming a valuable asset to their employers.

Customer satisfaction, expectations and needs are growing daily and Client Service Officers need to keep abreast of relevant techniques and knowledge to ensure superior and exceptional client relationships are maintained.

COURSE AIMS AND OBJECTIVES
Exceptional customer service is the cornerstone of every productive organisation and business. This course aims to make the participant aware of the importance of their position to their organisation, introduce techniques for managing difficult clients, personal presentation, body language, phone and face-to-face manner.

COURSE CONTENT
The course will focus on:

Defining your customers
Anticipating, recognising and meeting customer¡¯s needs
Communicating effectively ¨Cface to face, telephone and emails
Building relationships and emotional intelligence
Presentation & image ¨C¨C working on the front-line
Handling complaints with a smile
Dealing with difficult customers
METHOD OF DELIVERY
The course will be conducted in an interactive workshop style, with some group work on problem-solving exercises, open discussions, examples of good vs. poor client service and role play.

...''

Phone:+61 2 6201 2977

School Address:

Professional Management Programs (PMP)
University of Canberra Innovation Centre
Building 22
University Drive South
Bruce ACT 2617
Australia



Jobs & Resumes: Canberra
Houses & Roommates: Canberra

Resilience
PowerPoint
Presentation
Productive Working Relationships
Recruiting, Selecting, Retaining Staff
Scenario Planning
Self Management
Social Intelligence
Speaking Up
Strategic Foresight
Facilitator
Time Management
Word 2003
Workplace Writing

Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
 

Tips: If you want to post any message on this website, please do not include your real name, phone number, email address in the message body area. You should enter them in line text boxs respectively, if needed.