Customer Service Training

Colleagues discuss projects together

Course duration: 2 days

The power to deliver exceptional customer service and lead and manage customers’ expectations.

Overview

Service is about the person, not just a solution to a problem.

In this training, we look at the importance of delivering exceptional service to both internal and external customers, whilst managing expectations.

Service interactions provide a real platform for communication effectiveness, and communication excellence is a key determinant for business success, especially in today’s fast changing market place where customer service is often the one consistent element that builds customer loyalty.

This workshop will provide participants with:

  • The knowledge and skills required to ensure that the customer is at the heart of every customer experience, internal or external.
  • The techniques essential for dealing with complaints and difficult situations whilst maintaining a strong focus on customer satisfaction and developing customer loyalty.

Target Audience

This course can be tailored by Glass Rock Solutions to suit your particular business, giving participants examples of scenarios most relevant to your organisation.

Key Skills Gained

  • Get agreement with customers about their expectations so you are both of the same understanding.
  • Ask structured questions to uncover hidden details and confirm understanding.
  • Manage an unrealistic expectation using a process of definitive language and questioning skills.
  • Connect with customers on a personal level and a solutions-focused level.
  • Identify where customer service usually fails.
  • Follow a process to ensure all facets of service are completed.
  • Increase your listening skills for both clarity and empathy (without saying ‘I understand’).
  • Use the customer’s terminology, not your own.
  • Develop patience and composure in stressful interactions.
  • Continually improve your levels of service through periodic self-review.
  • Apply the knowledge gained in your own specific customer interactions.

GLASS ROCK CLIENT TESTIMONIALS

“I really enjoyed the training. It's provided me with the tools to assist in influencing and communicating with different stakeholders.”

Gabrielle, Caltex

GLASS ROCK CLIENT STORIES

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Simone Heaperman - Landcom Program Manager

When Simone Heaperman, the program manager, picked up the phone to speak with Preetie Shehkkar at Glass Rock Solutions, she had much to address and set right.

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Jane Hodgen - Tata Consultancy Services

Tata Consultancy Services, a global technology leader with 450,000 employees worldwide, expect the best from anyone who works for them.

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Stuart Freer - University of New South Wales

When Stuart Freer came to Australia, he was recruited as the Director, IT Service Delivery and Infrastructure, at the University of New South Wales.

WE ARE HERE TO HELP
CONTACT US TO FIND OUT HOW

    Glass Rock Consulting

    Melbourne Office
    Level 23, Collins Square Tower 5
    727 Collins Street,
    Melbourne Victoria 3008
    Sydney Office
    Australia Square, Level 33
    264 George Street,
    Sydney NSW 2000