Customer Service Fundamentals - Perth

Customer Service Fundamentals Perth

Course Overview

Now, here's what I've discovered after working with Businesses around Australia for fifteen years and you might be surprised about what I'm about to tell you: you're not born being a great customer service person. They are the product of learning, practice and the proper tools in their toolkit.

One year ago, in a coffee shop in Fremantle, I saw a 20 something barista manage a potential disaster. One of the customer's coffees had been prepared incorrectly for a second time, tensions were climbing. This young kid didn't get rattled by this person, he took a deep breath and listened to what the customer really wanted and left this frustrated person with a smile. That's what great customer service is all about in practice.

This is not a class in learning scripts or memorising policies. It's about developing authentic skills to connect with people when they may be dealing with their worst day. In a tight knit business community like Perth's, word gets around, and reputations are more important than ever.

Learning Outcomes

Upon completion of this course, participants should be able to:

Show them how to listen and let the Customer know they are truly heard and appreciated

Use therapeutic communications to turn downs into ups

Discover the low level customer problems behind his or her complaints or requests

Work through difficult policy issues without breaking your customer's trust

Adopt service follow up methods to develop life long customer loyalty

Read customer moods and act accordingly with empathy and emotional intelligence

What You Will Learn

Foundation Skills Knowing what a customer really wants and expects when they come to you, and being able to read the signals they send you. We will examine the gap between what people say they want and what they truly need.

This course is also in Learn Communication Mastery Pragmatic skills to express yourself with empathy, build trust versus barriers. You'll learn to use your voice, your body language and even your words to make positive connections.

Dealing with Difficult Situations Advice for navigating real world challenges (those not covered in any manuals): navigating the tricky terrain of being asked to send a gift of a wedding, wrestling with a Company policy that doesn't seem to agree with the tenets of good service. We're going to take up situations you are forced to navigate daily.

Problem Solving Techniques How to think on your feet and come up with solutions that work for the customer and for your business. That includes knowing when to escalate and how to escalate effectively.

Building Customer Relationships Tips for turning a one time sale into a customer for life. You will learn how great service makes for customers that become your best advocates.

Yourself Strategies for keeping cool, professional and upbeat in difficult meetings. Part of this is to establish healthy boundaries, and honour the service I can provide.

Course Structure

Session 1: Understanding Your Customers The course will begin by diving into the reasons customers seek your services and how you can work to diagnose their needs in an expeditious manner.

Session 2: Communication that Connects Hands on exercises with listening, verbal and non verbal communication, and how to establish rapport with different personality types.

Session 3: From Problems to Possibilities Working through actual situations to develop your problem solving muscles and understand when flexibility is best for everyone.

4 "Putting It All Together" Practice sessions with feedback, role playing difficult scenarios and blueprints for personal action plans for continued improvement.

Concluding Remarks

That's because customer service excellence isn't about being perfect or having all the answers. It's putting yourself out there and caring , and having the skills (and the swelling confidence) to handle it.

This is the type of tools you can use today – this isn't just a theory course these are real world tools you can use right now. When I ask people to share during their firings what they experience during the training, the response is almost universally that they can tell the difference in how they respond to difficult situations within days of the end of the training.

The reward of having strong basics, is that customer service is something you don't have to suffer miserably through, but something you can truly be good at. And it shows in the confidence, and sensitivity to their customers, that consumers find so attractive. In an ever competitive Perth marketplace – that kind of genuine, expert service is not a 'nice to have' – it's what sets a thriving Businesses apart.

A Practical guide to brilliant customer service at the end of this course: With realities of the work life, How our attitude is, How we make peoples experience with us amazing, how to get what we want.