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

Manage Customer Service
Course Format: Classroom
School/Trainer: Australian Institute of Management WA [>>]
Training Center(s)/Venue(s): Perth, Australia

No company can survive today’s competitive environment without a full commitment to servicing customers. This program focuses on business expansion through strategically increasing internal and external customer satisfaction. It provides the essential, practical tools to define, plan, implement and monitor outstanding customer service strategies that complement your business plan and will impac......

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The image and reputation of your organisation largely depends upon the abilities and motivation of your people to maintain the highest standards of service to customers who make an enquiry, request, purchase or complaint. This course provides participants with a range of strategies for effective communication, gathering information to respond to a request, handling conflict and managing comp......

Course description>>

 

No company can survive today’s competitive environment without a full commitment to servicing customers. This course focuses on business expansion through strategically increasing internal and external customer satisfaction. It provides the essential, practical tools to define, plan, implement and monitor outstanding customer service strategies that complement your business plan and will impact......

Course description>>

 

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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