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Customer Service Fundamentals
1 Day On-Site Facilitated Training
Program
Outstanding Customer Service is widely recognised as a corner stone of
growth. Never have higher demands been placed on businesses to provide
outstanding customer service in order to win and retain ongoing
customer loyalty.
With many years of
practical experience in customer service, 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. This program is designed to impart a lasting impression and
provide practical skills that will improve the performance of your
customer service team.
Typical
Program
Structure
(programs are usually tailored to match your organisation's specific
needs)
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Why Customer Service is
Important
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Outstanding
customer service defined
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The Importance of
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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 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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General
Communications skills in
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General
Conversation
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Telephone
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Email
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Managing Difficult Customers and situations
Included Deliverables
On-Site
Program Pricing*
Train up to 12 Participants for a total of $1895* 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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