Public Zoom Workshops Brisbane
February 2021, March 2021
Professional Customer Service Skills Masterclass
Course Details
Course: Professional Customer Service Skills Masterclass
Duration: 3 x 1.5 hour ‘Zoom’ modules
Pricing & Payment
$995.00 (GST inclusive)
Payment Options:
Further Information
Status: Bookings now open
Certificates: Laminated & individually signed certificate on completion
Course Dates
WHEN | MODULE | DATE & TIME | |
FEBRUARY 2021 | |||
3 x 1.5 hour modules | Module 1 | Tuesday, 2 February 2021 11am - 12:30pm | |
 | Module 2 | Tuesday, 9 February 2021 11am - 12:30pm | |
Module 3 | Tuesday, 16 February 2021 11am - 12:30pm | ||
MARCH 2021 | |||
3 x 1.5 hour modules | Module 1 | Tuesday, 2 March 2021 11am - 12:30pm | |
| | Module 2 | Tuesday, 9 March 2021 11am - 12:30pm | |
Module 3 | Tuesday, 16 March 2021 11am - 12:30pm | ||
Topics Covered
Understanding the customer service ‘experience vs. process’
Telephone Interplay skills
Dealing with difficult, rude, emotional & overbearing customers
How we manage our customers
The need to go above and beyond the expectations of our customers
What your customers, want, need & expect
Taking ownership of problems
Time management techniques
Professional email techniques
Interpersonal skills with customers
Things we tell customers & things we don’t
Dealing with objections & escalations
Delivering bad news to customers in a professional way
Internal vs. External customers
Communication Skills
Why you lose customers
Exemplary service and how to achieve same
Complaints and why we need them
Staff attitudinal issues
Dealing with price related complaints and comments
Complaint handling and client interaction
Taking ownership of problems
Body language skills
Who Should Attend This Course?
This interactive workshop is ideal for (experienced and novice) customer service professionals and all staff wanting build on their existing skills and take them to the next level.
It is equally suitable to all forms of commercial and industrial businesses.
Whether your customer service experience has been for just a few months or a few years you will benefit from out proven techniques.
No advance preparation is necessary.
What Will I Learn?
The course is fully interactive and is specifically designed to improve your reflex customer service skills when dealing with customers by Telephone, Email or Face to Face interactions.
We will teach you a variety of skills ensuring you have clearer awareness of your customer service strengths and show you techniques that are consistent with your personality.
Topics such as dealing with difficult and overbearing customers (both internal and external) are covered in detail.
During this fascinating one day workshop you will learn that its not what you say to your customers but how we say it as well.
Learn to manage your customers, reduce call times and work more efficiently using our clever and easy to learn techniques.
Sydney
Level 5, 115 Pitt Street
Sydney
(02) 9499 3322
Melbourne
566 St Kilda Road
Melbourne
(03) 9909 0524
Brisbane
Level 20, 300 Queen Street
Brisbane
(07) 3014 0545
