The Customer and I

Face to face duration: 2 days

Course Objectives

The objective of The Customer and I, is to give participants an introduction into the service industry in general as well as their roles and responsibilities as brand ambassadors of a company.

The two (2) days course involves the skills and knowledge required to apply customer service skills to relevant workplace operations including elements of quality customer service, different types of customers, dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs and communication.

Learning Outcomes

  • Identify different kind of customers
  • Define and apply dimensions of quality service
  • Determine and clarify customer preferences, needs and expectations

Audience

Junior to intermediate level staff who interact with customers on a regular basis

Benefits

  • Understand the dimensions of customer service
  • Differentiate between different kinds of customers
  • Create fun and harmony in the work environment to achieve results as a team
  • Read customers’ needs, wants and expectations before they have to share it
  • Understand and interpret the communication model
  • Apply effective communication
  • Understand the elements of service recovery
  • Deliver excellence and memorable experiences

Topics

  • WIFM
  • Dimensions of quality customer service
  • Different kinds of customers
  • Team work
  • Needs, wants & expectations
  • Quality Service
  • Communication
  • Service Recovery

Program Outline

Day 1

  • Personal attitudes, behaviours and skills
  • WIFM?
  • The call centre is my responsibility
  • Introduction to customer service
  • Internal and external customers
  • Anticipate customer preferences, needs and expectations
  • The funnel technique
  • The value of customer satisfaction
  • 5 dimensions of quality customer service

Day 2

  • The Company and I
  • Personal attitudes, behaviours and skills
  • WIFM?
  • Introduction to customer service
  • Internal and external customers
  • Remembering how to play
  • Being a member of a winning team
  • Identifying the importance of the customer
  • Anticipate customer preferences, needs and expectations
  • The funnel technique
  • Being with the customer

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Testimonials

"The Student Manual is a logical, carefully thought through and well presented document. The face-to-face facilitators are helpful, patient, knowledgeable and passionate. Thank you for the time and effort that blueVisions have put into preparing and supporting this course."

David Thorpe iiNet Australia

"Your personal contribution to our training has been invaluable. Your infectious high spirits and genuine want for our success have shone through. I sincerely thank you for your efforts over the past two years."

Stephen Davies Group Manager, Construction Services Group, NSW

"Your course made me realise how irrelevant what I was learning through my university course actually was to my job. Due to this, I will be seeking to complete the remainder of the modules in this diploma through blueVisions."

Damien Bleeker Project Coordinator, Liverpool City Council, NSW

"Thank you for a wonderful course....This has been by far the best development course I've ever been a part of."

David Darcy LSPSPO - Defence Materiel Organisation

"Having sat in at various times in both courses, as well as being present for the final summary and feedback sessions I was really impressed with the positive feedback and outcomes. The blueVisions trainers did an awesome job and really motivated and inspired both groups. The level of the course was spot on for each group."

Brian Clarke Leadership Development Coordinator, Gasco