Customer Service Excellence

Many service environments are also hectic environments, and this can influence the way we engage with our customers with the impact, often at odds of our intent. Customer service goes beyond simply getting the job done.

This training workshop in Perth explores clear standards and provides concepts, tools and techniques for busy people who provide customer service.

Course Times

• 8:30am to 3:30pm

Course Content

Welcome and introduction

• Setting the context
• Learning outcomes
• Personal objectives

Customer service refresh

• What is customer service excellence?
• Consequences of poor customer service
• Customer diversity – internal and external customers

Caring for your customer

• Build confidence, competence and capacity in;
  • Communication
  • Attitude
  • Respect
  • Information
  • Needs (identifying and meeting)
  • Going the extra mile

Service standards and communication techniques

• Expectations
• Positive language vs blame language
• Written communication
• Telephone communication
• Face to face communication

Difficult customers

• What makes customers difficult
• Turning customer negativity into positivity – what to do, what to say
• Identify your stress signs and manage your emotions
• Customer feedback and complaints

Putting it all together

• Application of learning once you’re back at work

• Understand why customer service is important
• Identify internal and external customers
• List the impact of customer service
• Create a great first impression
• Develop rapport – create warmth and openness
• Ask effective questions – address client needs
• Employ active listening techniques
• Turn customer negativity into a positive customer experience

This course requires no previous training or experience.

“Fantastic course and presenter, best one I’ve attended in twenty-five years”  Patty from WA Country Health Service

“We travelled a long way for this course, and it was worth it!” Dylan from Barnes Hydraulic Services

“Good reminder to look after yourself and pause before responding”       Kathryn from Rio Tinto

“The best feature of this course was assertive refusal and an alternative way to say ‘no’. We also looked at the use of tone, word choice and body language” Anonymous from Rio Tinto

“The best feature was the communication tips” Michelle from REIWA

“I enjoyed learning about different personality types” Courtney from REIWA

“Great examples and scenarios demonstrated by the trainer” Brendan from BGC Cement

“The best part of this course was learning what to say and what not to say” Alison Gamble from BGC Cement

“Such an informative course. I thoroughly enjoyed” Emma from REIWA

“I enjoyed learning different types of responses and how to respond” Mandi from WA Country Health Service

“The best feature of this course was emotional intelligence and self-management” Kathleen from Shire of Dardanup

“The best part of this course was being able to immediately identify how to apply these skills to my business” Kylie from SBDC

“I liked working through the source material and applying the teachings to my own business” Kris from SBDC

“Good reminder to set a plan” Anna from Dog Grooming Association

“The best feature was learning how to deal with clients” Chuckie from Dog Grooming Association

“Thoroughly enjoyed how interactive the course was” Kristen from SGS Australia

“I learnt that my self-development will help improve my professional skillset” Stacey from Rio Tinto

“Content relative to our work situation” Bruce from Rio Tinto

“The best part of this course was the focus on self in a service experience and communication” Amanda from Rio Tinto