Exceptional Customer Service

Overview

Customer focused organisations recognise the importance of staff providing high levels of service when attracting customers, identifying their needs, finding solutions to their concerns and embracing a customer culture. This program assists participants to develop a “customer first” attitude and the skills required to demonstrate to customers that they really matter.

Designed For

Those involved in meeting the day-to-day needs of both internal and external customers.

Content

• The elements of exceptional customer service
  
• Tactics and skills to win customers and keep them for life
  
• Dealing positively with difficult customers
  
• Using the telephone as an investment in profitable customer service
  
• Building a proactive internal customer service team
  

Learning Outcomes

• Develop a “customer first” attitude
  
• Use practical skills to attract and keep customers
  
• Identify and articulate customer needs and how to satisfy them
  
• Resolve customer concerns
  
• Review and report on customer satisfaction
  
• Review customer service policies and procedures
  

Relationship to Accredited Training

This course meets the requirements of the following unit of Competency:

• BSBCUS401A - Coordinate implementation of customer service strategies
  
• BSBCUS402A - Address customer needs
  

These units of competency may be used as Electives towards qualifications in the Business Services Training Package.

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