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Business and Work Skills » Customer Service

Customers First - Exploring Quality Customer Service NEW!!!

Course ID:
DA1678-16X
Price:
$70.00 (GST exempt)
Status:
Places are available.
Location:
Cartwright PS
Tutor:
Elizabeth Paine
Sessions:
1 session of 4 hours
Time:
9:00am-1:00pm
Starts:
Monday, 26 March 2018
Finishes:
Monday, 26 March 2018

***NSW Government Subsidised places may be available for qualifying applicants. Please see page 30 of the brochure or contact College office for more information.
The dynamics of communication in the encounter between a customer and staff can be quite complex. In particular this hands on workshop explores the essential communication skills which help to establish a relationship with customers which is conducive to creating a happy and long lasting relationship. Bring $15 (payable to tutor) for workbook. No concession.

Agenda

BUSINESS IMPACT:
. Improved interpersonal communication skills
. Improved relationships with customers
. Awareness of the impact that our non verbal messages have on our customers
. Increased customer satisfaction
. New strategies to build long lasting relationships with customers and defuse difficult situations

Topics:
. What is quality customer service?
. Today's customer - tomorrow's expectations
. Your customer profile - Who are your customers?
. Why customers choose to do business elsewhere
. The qualities of a customer service professional
. Creating a positive first impression
. Recognising and using a customer's preferred communication style - building rapport
. The impact of your non-verbal communication on customer perception
. The power of suggestion - positive versus negative language
. Using positive language
. Establishing customer needs and requirements - listening and questioning
. Value added service
. Responding to difficult situations
. complaints, angry or unreasonable customers

Tutor Profile: Liz Paine is a people development specialist with an extensive history in coaching training and as an organisational development, human resource management and communication specialist. Although her experience in business management is vast and varied, Liz particularly loves her roles as workshop facilitator and leadership coach. Liz’s says she gets the biggest buzz from tapping into the potential of others and helping her clients to achieve their career or business goals. Liz began her career as a drama teacher and applies this creative background to her approach to training so her workshops are always full of interesting activities. Her enthusiasm for participatory style workshops plus her ability to ensure there are always successful outcomes for all participants make her a sought after management consultant, leadership coach and training facilitator. Liz is equally at home working with young people beginning their career as she is with senior executive staff. Through her two companies: “Learning Insight” and “The Occasional Speaker”, Liz offers an extensive and diverse range of professional development programs focusing primarily around interpersonal communication, leadership, customer service and business communication. Today Liz’s clients include industry associations, both large and small private enterprise, government departments, Industry Training Advisory Boards and private training providers. Liz has developed and delivered training programs for organisations such as The Marina Industries Association of NSW, The NSW Boating Industry Association, Marine Queensland, Toyota Motor Corporation, St Josephs Family Services, various city and regional Councils, The Skilled Group, The National Safety Council of Australia, Principals Associations and schools, National Parks and Wildlife, and international training colleges (and of course one of her particular favourites: Macarthur Community College) . to name just a few.

Materials

Bring pen, paper and $15 (payable to tutor) for workbook (tea/coffee available).

Comments from previous students of this class

This course should be taught to all customer service agents across all big businesses(RM 26/05/2016)

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