PROVIDING QUALITY CUSTOMER SERVICE

The customers initial impression of your organisation will be formed during the first few minutes of contact with your staff. This means all frontline staff (whether sales, service, telephonists or receptionists) should have a responsible personal commitment to quality customer service. This course addresses the issues of how to satisfy the needs of customers to promote loyalty and generate new business through word of mouth.

Designed for

Those who have contact with either external or internal customers as well as those in support positions such as staff recruiters, administrative personnel, trainers, managers and any other staff who are involved in promoting or monitoring contact between the organisation and its clients and potential clients.

Content

• Defining ‘Customer Service’
• Understanding and pre-empting the needs and desires of clients
• Determining how to meet these needs
• Creating added incentives for repeat business
• Encouraging referrals
• Personal and organisational presentation
• Encouraging and facilitating feedback
• Turning a complaint to an advantage

Award

A Certificate of Attendance will be issued at the completion of the course.

Learning Outcomes
On completion of this course participants should be able to:

• State the skills, tools and techniques learnt to deliver a high standard of customer service
• Explain how to service the customers needs
• Explain how to create a positive customer reaction
• Explain how to successfully handle difficult customers and complaints

Duration of Course

One day 9.00am - 4.30pm

Course Fee (GST Free)

Fee Member AUD $360
Fee Non Member AUD $410

Course Venue

AFEI
Level 2, 97-99 Bathurst St
Sydney   NSW   2000

Other Details

Fee includes morning and afternoon tea, light lunch and course materials.

Course ID Date(s)