Byron Employment

Byron Employment. Over 71,639 Jobs Australia Wide.

Delivery Method

  • Classroom
  • Price: $450.00

Course Overview

Customers are the lifeblood of any business. This course encourages you to critically examine your business in order to ensure that its service culture and actions are truly customer centric. You will learn a range of tools and techniques to improve the first impressions as well as the lasting impressions you give to your customers, thus encouraging repeat business and referrals.

Duration

1 day

Delivery

Classroom

Locations

  • Public Schedule - Brisbane, Canberra, Melbourne, Perth and Sydney
  • Group Bookings - All States and territories across Australia

A training methodology that works

As well as the standard learning principles of applied adult learning and effective reinforcement through workshop based activity, Drake Training incorporates its own methodology which has been derived from over 23 years of professional development and executive training. The STAR methodology is applied to every Drake Training course; it commences with the identification of existing knowledge, moves on to building skills and techniques and is completed by relating learning to the workplace and committing to behavioural change.

Learning Outcomes

Upon course completion, participants will be able to:

  • Take a customer centric view of your business
  • Describe the impact of poor customer experiences
  • Evaluate the experiences that your customers currently receive
  • Describe the relationship between customer expectation and your business
  • Identify all the channels by which your customers experience your business
  • Improve the first impressions you give your customers
  • Improve the lasting impressions you give your customers
  • Deal effectively with difficult customers
  • Prepare an action plan for your future development

Course Outline

Experience not service

  • What is a great customer experience?
  • Why experience not service?
  • Types of customer experiences
  • How a customer experiences a business


Diagnostic clinic

  • Impact of poor/great customer experiences


Customer expectations

  • Expectations and your type of business
  • Publicity and marketing and expectations


Creating terrific first impressions

  • Phone impressions
  • Face to face impressions
  • Web impressions
  • Written impressions


Cementing great lasting impressions

  • Consistency and quality
  • Exceeding expectations


Difficult customers

  • Tools for dealing with conflict
  • Turn complaint into compliment


Planning into action

Lunch

All Drake Publicly Scheduled Courses provide lunch to students

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WANT MORE INFORMATION?
CALL NOW ON 1300 362 262
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BOOK THIS COURSE NOW!
WANT MORE INFO?
CALL 1300 362 262 OR
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