Scribd
Upload
429 views

Customer Service Exceeding Expectations1 Day Training Course

This document contains summaries of two staff training programs. The first training is a one-day customer service course held on March 18th 2021 in Sydney, Australia. It will help participants understand good customer service and how to exceed customer expectations in their communications. The second training is a one-day professional customer service skills masterclass held on April 30th 2021 in Sydney. It will provide techniques for managing customers, reducing call times, email skills, dealing with objections and complaints, and improving communication and interpersonal skills. Topics covered will include understanding customer expectations, the service-profit chain, actions to improve customer service, and meeting customers' psychological needs. Both trainings aim to enhance customer service skills

Uploaded by

Ohms Branguelo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
429 views

Customer Service Exceeding Expectations1 Day Training Course

This document contains summaries of two staff training programs. The first training is a one-day customer service course held on March 18th 2021 in Sydney, Australia. It will help participants understand good customer service and how to exceed customer expectations in their communications. The second training is a one-day professional customer service skills masterclass held on April 30th 2021 in Sydney. It will provide techniques for managing customers, reducing call times, email skills, dealing with objections and complaints, and improving communication and interpersonal skills. Topics covered will include understanding customer expectations, the service-profit chain, actions to improve customer service, and meeting customers' psychological needs. Both trainings aim to enhance customer service skills

Uploaded by

Ohms Branguelo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 2

Staff Training Report

Training 1

Alliance Training Australia


Customer Service Exceeding Expectations1 Day Training Course

Venue – Sydney Journey Training, Level3,26 Queen Street, Sydney

Times and Dates - 18 March 2021

1 Day 9:00 am- 5:30 pm

(Lunch and refreshments provided)

Course overview

Consumers are smarter than ever with a single swipe on their smartphone to see all their comments and
actions. However, each customer has a different definition of what "customer service" means. Whether
you are communicating directly with your customers by phone or email, this course will help you
understand the basics of good customer service.

This course is ideal for

Ideal for team members at all levels who want to develop their customer service and communication skills
for working with internal and external customers. For team leaders, supervisors and managers who lead
teams that interact with internal or external customers, we recommend the Leading Customer Service
Teams course, which is available under Leadership Directions.

Training 2

Customer Service Training Australia


PROFESSIONAL CUSTOMER SERVICE SKILLS- SYDNEY

Course: Professional Customer Service Skills Masterclass – SYDNEY

Date: Friday, 30 April 2021

Time: 8am- 4pm

This one-day interactive workshop is ideal for customer service professionals (experienced and novice)
and all employees who want to improve their existing skills and take them to the next level. It is equally
suitable for all types of commercial and industrial businesses. Your customer service experience is only a
few months or a few years, you will benefit from proven technologies. No prior preparation is required.
The course is fully interactive and is specifically designed to enhance your reflexive customer service
skills when dealing with customers by phone, email, or face-to-face interaction.

During this one-day workshop, you will learn not only what you tell your customers, but also how we tell
them. Learn how to manage your customers, reduce call times, and work more efficiently with our smart
and easy to learn techniques.

TOPIC COVERED

 How we manage our customers


 The need to go above and beyond the expectations of our customers What your customers, want,
need & expect
 Taking ownership of problems
 Time management techniques
 Professional email techniques
 Interpersonal skills with customers
 Things we tell customers & things we don't
 Dealing with objections & escalations
 Delivering bad news to customers in a professional way
 Internal vs. External customers
 Communication Skills
 Why you lose customers
 Exemplary service and how to achieve same
 Complaints and why we need them.
 Staff attitudinal issues
 Dealing with price related complaints and comments
 Complaint handling and client interaction
 Taking ownership of problems
 Body language skills
Topics covered in this training course

 Defining 'good customer service'


Understand that each customer's expectation is different.

 The service-profit chain


Understands What drives growth and profitability in a service business, and fulfilled mission in the public
and not-for-profit sectors

 Getting serious about customer service


Discover the four actions your organization needs to take.

 Customers’ psychological needs


Understand four basic ways to meet your customers’ psychological needs

You might also like