***NSW Government Subsidised places may be available for qualifying applicants. Please see page 30 of the brochure or contact College office for more information.

Great customer service is not just about solving problems. It is about building lasting relationships that keep customers coming back. This short online course will equip you with essential communication skills to create positive, engaging interactions with customers, no matter the situation.
You will learn how to:
Communicate with confidence and professionalism
Build rapport and create a welcoming experience
Handle challenging situations with ease
Foster long-term customer loyalty

Flexible online learning so enrol anytime and elevate your customer service skills today! No concession.

Agenda

About customer service

- What is good customer service?
- What do customers want today?
- Who are your customers?
- How do you know what‘s good for the customer?
- Should you treat all customers equally?
- Your career in customer service

Communicating with customers
- Knowing your products and services
- Listening skills
- Using positive language
- Top words to reassure customers
- Telephone etiquette
- Don‘t judge a book (or a customer) by its cover
- Our non-verbal communication body language
- Our non-verbal communication vocal tone
- Remembering names
- Getting customer endorsement and recommendations
- When customers show appreciation

Dealing with difficult situations
- Why welcome complaints
- Handling complaints

Your future in customer service


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

Computer with internet access. The tutor, Liz Paine will contact you by email once she is notified of your enrolment.

Venue

This course is conducted online.