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237: How to Deliver Great Service
Program Overview
Bring customers back to your organisation through positive service provided by your frontline staff. This program is designed to develop skills in satisfying customer needs and dealing with difficult customers. Greatly improved organisational image and personal effectiveness will result from this excellent one day customer care program.
Designed for
Anyone working at the frontline of customer service. This will include retail staff, receptionists, service desk staff, counter staff in government departments and anyone else dealing directly with external and/or internal customers.
Content
• How customers view service
• Identifying customer needs through effective communication
• Handling difficult customers
• Dealing with conflict
• Coping with stress
• Recognising and satisfying internal customer needs.
Learning Outcomes
As a result of attending this program, participants should be able to:
• Create a good first impression
• Listen actively
• Gather relevant information by asking needs focused questions
• Display empathy to a customer
• Develop assertive responses when dealing with difficult customers
• Identify internal customers and their needs.
Nationally Recognised
No
Residential
No
Miscellaneous Information
Duration
1 day
*AIM Open Learning Programs are GST free, however GST applies to the catering component and is included in the fee.
Fees
| Professional Member: | $470.00 |
| Affiliate Member: | $565.00 |
| Corporate Member: | $470.00 |
| Public: | $565.00 |
Dates