Customer Service
This
course is for all who require the skills and knowledge to
deliver the very best customer service to people we interact with every
day. It
will assist individuals to create strong relationships with customers,
identifying their needs, delivering services or products and processing
customer feedback. I will present the licensing, legislative, and
regulations
that apply to providing a service to customers.
You
will learn:
· How
to acknowledge and greet customer
in a professional, courteous and concise manner according to organisational
requirements
· The
importance of maintaining personal dress and
presentation in line with organisational requirements
· Communicate
using appropriate interpersonal
skills to facilitate accurate and relevant exchange of
information
· Maintain
sensitivity to customer specific needs
and any cultural, family and individual differences
· Establish
rapport/relationship with customer and
express a genuine interest in customer needs/requirements
· Use
appropriate questioning and active listening
to determine customer needs
· Assess
customer needs for urgency to identify
priorities for service delivery
· Provide
customer with information about
available options for meeting customer needs and assist customer to
identify
preferred option/s
· Identify
personal limitations in addressing
customer needs and seek assistance from designated persons
where
required
· Provide
prompt customer service to meet
identified needs according to organisational requirements
· Provide
information regarding problems and
delays, and follow-up within appropriate timeframes as necessary
· Communicate
with customers in a clear, concise
and courteous manner
· Identify
opportunities to enhance
the quality of service and products, and take action to improve the
service
whenever possible
· Promptly
recognise customer feedback
and handle sensitively according to organisational requirements
· Accurately
record any feedback and communication
between customers and the organisation according to organisational
standards,
policies and procedures
· Identify
any unmet customer needs and discuss
suitability of other products/services
· Support
customers to make contact with other
services according to organisational policies and procedures
The
course will be facilitated by Geoff Bartley. Geoff is an
experienced trainer with 25 years of Management experience. He has
lived in
Geoff
will bring to this course his experiences in both management
and sport. He will also introduce aspects of how individuals fit into
teams to
produce a united effort in achieving results.