Customer Service Skills - Professional Telephone, Email & Customer Handling
                     Techniques

           1 Day Public Workshop

Professional Telephone & Email Skills are vital for every employee and manager in business today. It is imperative that every employee is able to effectively communicate with your firm's customers in a confident and professional manner.

Regardless of your employees role every employee and manager must be equipped with the necessary skills to communicate with your customers on the phone, in person and via email. Companies around Australia are reassessing all aspects of their business and the need for improved customer service and business communication skills is paramount.

Customer service remains the most cost effective way to grow your business and increase company profits.

Australia's Best Customer Service Course?

Who Should Attend?

The course will appeal to all staff and management including...

               ●    Customer Service Staff              
               ●    Reception Staff                          
               ●    Supervisors                             
               ●    Office Support Personnel            
               ●    Office Managers                        
               ●    Sales Representatives
               ●    Office Administrators
               ●    Personal Assistants
               ●    Call Centre Personnel
               ●    HR Managers

Course Overview

This exciting 1 day workshop is available as a public course or can be tailored and run at your office.

We will teach your staff...

Professional Telephone Answering Skills From reception to the boardroom few people use the phone well. We will teach your team how to greet, engage and control all client calls and make a lasting impression. Whether you are receiving or making telephone calls there are techniques that we must use to appear professional   Email Skills for Everyone Most staff use email as part of their daily work routine yet surprisingly less than 20% of management and staff understand the most important aspects of email communication. It is vital that your staff understand email etiquette, language usage, email presentation, tone and the legal problems that can arise from ill considered usage of this powerful communication tool.   Internal v External Customers From our experience we are often surprised just how few employees appreciate that their workmates and other departments are your internal customers and fail to treat them accordingly. We will teach your management and staff to be aware of the internal as well as external customers and the special treatment that the often overlooked internal customers require.   Difficult Customers and How To Deal With Them There are many types of difficult customers including aggressive, impatient, high maintenance, obnoxious, wafflers and of course arrogant customers. We look at the different personality styles and give your team the tools to handle the various profiles in a confident and professional manner.   What Your Customers Want, Need and Expect Despite the huge variety of customers that we all deal with there are some aspects that are common to every customer. We study the expectations of our customers and how they vary from time to time. We also look at the fundamentals of customer service that are consistent regardless of the industry type.   Exemplary Customer Service and How It Can Be Achieved Great customer service doesn't happen by accident. Here we look at techniques to enable you to improve your customer service skills regardless of your role.   The Customer Service Experience Vs The Customer Service Process No one wants to be treated as a number yet in today's somewhat faceless customer service environment we need to ensure that our customers don't feel that they are merely being processed as opposed to receiving the experience they deserve.   Time Management Skills We all wish that there were more hours in the day unfortunately that isn't going to happen however, there are a number of time management techniques that we can all use both on the phone and in person to optimise the time we have and increase our efficiency.   Why You Lose Customers Companies spend thousands to win customers only to lose them due to ill considered comments and poor service. Here we look at how to retain your customers and have them want to increase their dealings with your firm.   Complaints and Why We Need Them Complaints are important for the smooth operation of every business as they provide feed back as to what our clients really think about our service levels. Here we look at the importance of complaints and how to handle them in a variety of circumstances.   Taking Ownership of Problems It is imperative that all staff and management regardless of their role are able to tackle problems when they occur without the reflex need to pass the matter to someone else. We teach the importance of taking ownership of problems and being able to resolve same to the best of each staff members ability.   Male V Female Wiring Differences Every woman is aware of her ability to multi task but few are aware of the stark difference between the multi tasking skills they have and those of their male customers and workmates. The impact in the workplace is significant and we discuss our findings in female v male business interactions.   Body Language Skills Learn the secrets to reading people and establish what they are really thinking! You will learn how to read your customers, workmates and even your partner and learn to be aware of signals that are given by all of us.

 

Workshop Bookings Now Open - Click on Location
Sydney - Friday 10th February	Melbourne - Tuesday 7th February	Brisbane - Wednesday 22nd February

 

"I enjoyed the relaxed atmosphere while picking up some valuable customer service tips - Thanks!" Danielle - St Augustine's College, Sydney "Very good presentation" Brian "The customer service course was very informative and interesting" Vince   "Great interactive experience, I would recommend it" Popi A. - LUCRF Superannuation "The day was great! I really enjoyed myself, there is much more to it than I thought"  Chris - Blacklight Minigolf "Great course, a lot of insight on customer service" Nina George - Adbri Masonry Pty Ltd "I really enjoyed the course, it was full of useful suggestions and relevant to my position."  Wendy - Sauer's Bakehouse "Thanks Greg, Didn't think I would learn much today but definitely proven wrong." Brett "Very informative and interesting" Michael Mansfield - Associated Controls "Very informative." Steve Tyrrell - 360 FM "Thankyou Greg a very enjoyable and informative day."  Jacob Mansfield "Very informative, great tool for learning about customer service."  JP   "Fantastic insight into the different areas of customer service."  Mellissa - Applied Biosystems   "Thank you for your training. Very helpful! I will recommend to friends."  Tracy Chen - Accountancy Group Service "Today was great! I would recommend anyone to do this seminar, as it is very beneficial for all customer service officers!"  Stephanie Gallo "Very informative and learned a lot!"  Ashley - IBSA

 

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