Delivery Method

• Classroom
• Price: $550.00

Course Overview

Top class provision of customer service to either external customers or internal customers sets an organisation apart as a key differentiator in the marketplace.

In an increasingly competitive and service focused market, customers expect and demand increased levels of service.

Managing Customer Service provides extremely useful and practical approaches for Managers, team leaders and supervisors to help ensure that products and services are produced, delivered and maintained to standards agreed by the organisation and the customer.

The program provides strategies and techniques for identifying customer needs, analysing these needs in terms of the capability of what you can deliver and designing the best solution to meet the customer needs.

Learning Guide

Delegates receive comprehensive work manual as well as practical examples and guidelines.

Location

Sydney - see schedule for dates or request a date.

All States and Territories of Australia - Group bookings of 6 minimum.

Class Size

Maximum of 10 participants per class

Learn To

• Plan to meet internal and external customer requirements
• Ensure delivery of quality product/services
• Monitor, adjust and report customer service

Who Should Attend

Any frontline manager who needs to deal with customer service issues as part of their function and who needs to enhance and develop their ability to deliver world-class customer service.

Objectives

• Define internal and external customers as they apply to the team and the organisation
• The customer value chain - understanding the key elements of customer retention
• Understand customer needs and expectations - ask appropriate questions and document outcomes
• Features and perceived benefits of products and services - how to promote and market appropriately
• Importance of outstanding customerservice - the impact on the business and the overall key performance areas
• Is the customer always right? Dealing with 'difficult' customers and managing conflict
• Develop team member as customer service champions
• Identifying and agreeing customer service processes and specifications
• Customer service KPIs as part of the overall team and organizational priorities
• Optimise buy-in from your team for your customer service focus and goals
• Monitor customer service delivery - create an audit trail
• Initiate, analyse and collate customer feedback and ensure that it becomes part of the knowledge management system.
• Customer service improvement as an on-going issue for continuous improvement
• Customer service problems and issues - strategies to approach them more effectively
• Coach and mentor your team for excellence in customer service

About BrainCorp

BrainCorp International is one of the leading providers of training services to both businesses and individuals. Recognising that different users thrive from different learning techniques, BrainCorp has created an online platform allowing business and individuals to select their preferred topics and learning styles on a per head basis. BrainCorp boasts an extensive list of 3000+ Online and Classroom training courses, Certifications, Diplomas, Skills Based Testing, Psychometric assessments and languages across most industries and job roles.

Byron Employment has partnered with BrainCorp to offer the widest possible range of training courses relevant to the Australian workplace.