Customer Training Courses and Workshops
School(s) providing training of Customer Service and Care

Building Client Relationships
Course Format: Classroom
School/Trainer: Australian Institute of Management VIC & TAS [>>]
Training Center(s)/Venue(s): Melbourne, Australia

Relationship building and effective account management form the basis for successful sales strategy in an organisation. This course focuses on ways to build sales, retain business and increase referrals through the effective servicing and management of one-on-one relationships with clients. The interpersonal aspects of developing mutually beneficial relationships are covered with reference t......

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This unit describes those functions associated with coordinating the implementation, monitoring and improving of customer service standards. 1. Analyse the needs of customer populations 1.1 Information is sourced through formal and informal channels 1.2 General information on the business environment that affects customers is collected and included in the assessment 1.3 Information......

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This unit describes the functions involved in the implementation of complaints procedures and providing main contact point for investigations. 1. Manage documentation of complaints 1.1 Organisational and compliance requirements for complaints documentation are identified 1.2 Documentation systems are established and maintained 1.3 Records and data are collected and stored according......

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This unit covers the skills and knowledge involved in resolving disputes between customers and organisations in the financial services industry. 1. Establish that a dispute exists 1.1 All information relating to the original problem is identified and the grounds for the dispute clarified 1.2 Contact is made with all parties to identify and clarify the disputed issues 1.3 The fact t......

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This unit covers the skills needed to maintain an ongoing relationship with customers and retain the business. 1. Maintain records of customer interaction 1.1 Customers information is collected and checked with existing records 1.2 Records of customer interaction are kept up to date 1.3 Records of customers interaction maintained in accordance with organisational procedures and rel......

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This unit describes the knowledge and skills needed for understanding, clarifying and meeting customer’s needs and expectations and those functions associated with the provision of a quality and professional service to customers....

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Senior Call Centre employees are required to use call centre telephone and computer technology, enter and retrieve data, work in a team and manage their own work. They need to work with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters as well as provide leadership in either a team leader role or as a coach, mentor or senior staf......

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In order to retain customers and increase the level of professionalism in a Customer Contact environment, representatives require a high standard of training. Call Centre employees require skills in customer service, customer support, effective team skills and reporting. They need to also learn to manage personal work priorities and establish effective work relationships. The Certifica......

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Telephone Support Staff are often the only contact a customer has with the organisation; they therefore represent all that is potentially good, or bad, about their Company to the customer. Often Telephone Support Staff bear the brunt of a customer’s frustrations and all too often, because most of us have learnt t avoid conflict, customers are still frustrated at the end of a call, since th......

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At the end of this course you will be able to: describe the principles that are important in a basic approach to customer queries; describe the type of words, inflection, tone and body language that should be used when communicating with a customer. This set of modules will prepare the reader for the exam 220-301....

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