Overview
This course can be customised for organisations depending on staff and content requirements - the quantity of content will determine the length. The one day or two day training and certification course introduces essential skills and techniques required to provide exceptional customer service and support. It applies to both frontline, support centre and call centre environments and is designed equally for staff with little experience or those requiring refresher customer service training.

By attending this certification course your team will learn:

• Internal and external customer service & communications

• Interpersonal service skills

• Telephone skills and etiquette

• Customer service training generic

• Customers and their personality styles

• Managing challenging customers

• Conflict management and resolution

• Email and verbal communication styles

• First call resolution, ownership & empowerment

• Choosing your attitude

Who Should Attend
This course is ideal for frontline staff, support centre analysts, help desk professionals and call centre representatives. Anyone working within a service and support environment, and those who are seeking an industry recognised customer service representative certification.

Course Objectives

• Assess customer business needs and exceed customer expectations
• Improve critical thinking skills to resolve incidents quickly and consistently
• Satisfy customers by using active listening skills and effective communication strategies
• Identify and diffuse challenging customer behaviour
• Develop an awareness of the core processes and best practices used in service and support

Certification

Training fees include the certification and a certificate is presented to graduates on completion of the course.

Course Materials

•     Participant’s workbook – including all customised course material covered over the two hours

•      Additional readings – for students to read on their own and apply to their own position within the organisation (please note the additional readings are customised for each client)

 At the completion of this course participants should be able to:

• Create and maintain rapport with internal and external customers both in face to face and telephone based environments

• Take ownership of issues and follow through until successfully complete

• Identify opportunities for exceeding expectations and “delighting customers” – creating loyal customers

• Demonstrate a range of communication techniques to build customer relationships (both internal and external)

• Recognise customer needs and ways to satisfy them

• Demonstrate the six step method of handling complaints

• Demonstrate Process Improvement skills

• Initiate action plans for continued self-development to ensure transfer of learning to the job

• Identify opportunities to deliver ‘plus-one’ service

 Continuing Education:

When trying to make a culture change within a department or organisation, it is necessary that the message is not only consistent, but also continually reinforced.  It has been proven that in order to see effective and long lasting change, the information needs to be instilled through continuous training and activities that provide the tools and motivation to the individuals.  In addition, a continuing education program will ensure that new employees are not on the job long without receiving formal customer service training.

To receive a customised proposal, please call 02 9386 4477

or email training@csia.com.au