Exceptional Customer Service
Deliver the levels of service that have customers coming back again and again. If your goal is to understand the needs of your customers and to meet and exceed those needs, then this program is definitely for you and your organisation.
The Exceptional Customer Service Program is a highly regarded series of separate modules with a focus on understanding customer needs, the provision of exceptional customer service, improving communication, empowering staff and enabling individuals and teams to deliver exceptional internal and external service.
The modules are customised to meet the specific needs of each organisation.
This program will assist you to:
- Understand the ingredients of customer service and adopt the philosophy that 'clients come first'
- Increase awareness of the different methods of communication
- Understand the barriers to communication
- Understand the cycle of service
- Provide tools to improve internal and external communication skills
- Increase awareness and respect of differences in personalities and behaviours
- Recognise the value of respecting and viewing team members as important customers
- Understand the key steps to handling complaints
- Know the importance of 'moments of truth'
- Identify methods to deal with difficult people and situations
- Identify opportunities to take initiative to find solutions
- Take ownership, accountability and responsibility for behaviour in the workplace
- Develop positive 'can do' attitudes
"The program was great. It identified our needs and acknowledged our difficulties". Vernonica Tuz, Woodards 2006
Who should take part in the Exceptional Customer Service program?
Anyone with a desire to improve their level of customer service and increase the positive outcomes of their organisation. People of all levels of experience in all positions will benefit from this program. Along with developing individual skill levels, the program can assist in increasing team understanding and contribute to team effectiveness in a customer service environment.
"The course was perfect. I think that everyone should do it so that everyone can deliver the perfect customer service and deal with others". Teena Verma, St Vincents Hospital 2006
Positions of personnel who have recently completed this program:
Customer Service Officers, Legal assistants, Para legals, Property Managers, Receptionists, Administration officers, Administration Managers, Payroll Personnel, Medical Records officers, IT Managers, IT Consultants, Pathology Personnel
"I have learnt to be more tolerant of other staff members as everyone's comprehension of issues is different. I have learnt to actively listen even when I might have a different opinion and I have learnt that emotion plays a large role in communication" Kevin Brown COInvest 2006
Recent clients and organisations include personnel from:
Woodards, St Vincents Hospital, Department of Education, Mills Oakley Lawyers, AAMT, COInvest
"Something that was highlighted in the training is that everyone is a customer! It was good to be reminded that I have the power to have a positive influence in all my interactions with people. The training has given me an understanding and tolerance when dealing with others. A very valuable lesson to make my life easier". Stefanie Forgione COInvest 2006
Program Duration:
The Customer Service program has been designed to be facilitated as a series of 2-hour programs, half day or 1-day modules. Modules can be selected to meet the organisational needs and a program is then customised to meet specific needs and timeframes.
