SYDNEY(02) 9499 3322
MELBOURNE(03) 9909 0524
BRISBANE(07) 3014 0545
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Public Zoom Workshops Melbourne

November 2020, December 2020, January 2021

Sales Training Australia Public Workshops Melbourne

Professional Customer Service Skills Masterclass

Course Details

Course: Professional Customer Service Skills Masterclass

Duration: 5 x 1 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

November 2020
5 x 1 hour modules

Module 1

Tuesday, 10 November 2020
11am - 12 noon

Module 2

Tuesday, 17 November 2020
11am - 12 noon

Module 3

Tuesday, 24 November 2020
11am - 12 noon

Module 4

Tuesday, 1 December 2020
11am - 12 noon

Module 5

Tuesday, 8 December 2020
11am - 12 noon

December 2020
5 x 1 hour modules

Module 1

Wednesday, 2 December 2020
11am - 12 noon

Module 2

Wednesday, 9 December 2020
11am - 12 noon

Module 3

Wednesday, 16 December 2020
11am - 12 noon

Module 4

Wednesday, 23 December 2020
11am - 12 noon

Module 5

Wednesday, 13 January 2020
11am - 12 noon

January 2020
5 x 1 hour modules

Module 1

Tuesday, 12 January 2020
11am - 12 noon

Module 2

Tuesday, 19 January 2020
11am - 12 noon

Module 3

Tuesday, 2 February 2020
11am - 12 noon

Module 4

Tuesday, 9 February 2020
11am - 12 noon

Module 5

Tuesday, 16 February 2020
11am - 12 noon

Topics Covered

R

Understanding the customer service ‘experience vs. process’

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Telephone Interplay skills

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Dealing with difficult, rude, emotional & overbearing customers

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How we manage our customers

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The need to go above and beyond the expectations of our customers

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What your customers, want, need & expect

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Taking ownership of problems

R

Time management techniques

R

Professional email techniques

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Interpersonal skills with customers

R

Things we tell customers & things we don’t

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Dealing with objections & escalations

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Delivering bad news to customers in a professional way

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Internal vs. External customers

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Communication Skills

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Why you lose customers

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Exemplary service and how to achieve same

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Complaints and why we need them

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Staff attitudinal issues

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Dealing with price related complaints and comments

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Complaint handling and client interaction

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Taking ownership of problems

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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