Customer service excellence

COURSE OVERVIEW

Exceptional customer service management for team leaders and customer service representatives is a leading element in the vision and mission statements of many organisations. In order to achieve successful results, high performance and quality service it is imperative to business success both at an individual and organisational level to remain competitive and to exceed customers and stakeholders expectations.

This course explores key principles, including developing the ability and confidence that comes from knowing how to appropriately respond to clients’ needs through effective email and phone communication.

PARTICIPANTS

The course is suitable for customer service consultants/ representatives or individuals in a customer facing role.

LEARNING OUTCOMES

Following the training participants will be able to:

  • Understand the big picture of customer service and where it fits in, as part of the overall business strategy
  • Understand customers and stakeholders expectations
  • Managing challenging customers, conflict and resolution
  • Improve internal and external customer service communication via phone and in writing

FORMAT AND DURATION

Course format is inclusive of facilitator-led discussions, individual and group activities, skills practice and case studies.

Duration: 1 day

CORPORATE IN-HOUSE TRAINING

This course can be customised and delivered in-house for up to 20 people.

For more information contact our Corporate Accounts Team:

E:  customlearning@ignitiontraining.com.au

T:   1300 239 978