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Customer Service for Online Retail
1 Day On-Site Facilitated Training
Program
Providing consistently outstanding customer service in a technical
support or maintenance environment is perhaps the most challenging
area of customer service. All of the fundamentals of customer service,
such as honed communication skills and an attitude of ownership need
to be in place. But in addition, teams need a high level of technical
and diagnostic skill, access to detailed technical manuals and
documentation and access to the necessary tools and spare parts. Team
members are often required to work in stressful breakdown situations,
sometime for long hours.
With many years of
practical experience in customer service supporting instrumentation
and industrial equipment, we recognise the ‘moments of
truth’ that affect customer perceptions and the skills that are
required to deliver a level of customer service that secures repeat
business and growth. This program is designed to impart a lasting impression and
provide the practical skills that will improve the performance of your
technical support team.
Typical
Program
Structure
(programs are usually tailored to match your organisation's specific
needs)
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Overview - the
challenges of technical support
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The Benefits of Customer
Service
A case study that links
high levels of customer service with high organisational performance
and employee satisfaction.
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Outstanding
technical customer service defined
A group exercise that
exposes the key interactions that influence customer perceptions and
emphasises personal interactions and communications as critical
customer service parameters
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The Importance of
-
Listening
to understand
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Being solutions
focused
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Taking
ownership
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Being responsive
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The 'Service Triangle' -
Skills, Tools and Parts - getting the practicalities right!
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The Customer
Service ‘Moments of Truth' - The key interactions that affect
customer perception
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A case study, example
and group exercise to establish your organisations 'Moments of
Truth'
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Using the 'Moments of
Truth' Matrix to identify key areas for improvement
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Advanced
Communications skills
Included Deliverables
On-Site
Program Pricing*
Train up to 12 Participants for a total of $1695* Inclusive
of GST, Manuals and Materials.
*Program Price includes program
facilitation, training manuals an all materials but does not include
facilitator travel costs to sites outside of the Melbourne/Geelong
metropolitan area.
Off
-Site and Short Duration training programs can be arranged.
Programs are tailored to specific customer needs
For more information call
1800 088 494
or email
info@kallistaconsulting.com.au
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