Customer service: four steps to being sensational

This course maps to capability: 1, 3
COST Prices include GST and are subject to change
Please contact IPAA New South Wales for more information.

Overview

This program helps service providers at all levels develop and apply the skills necessary to ensure superior customer service and satisfaction.

Customised Agency Program

Customised agency programs are training programs uniquely designed in content and format to address the particular needs of your organisation. Customised agency programs are delivered at your workplace, thus saving your organisation money and enhancing team building.

All IPAA NSW courses are available as customised agency programs. Case studies and organisational policies and procedures from your organisation can be incorporated into these programs.

IPAA NSW matches the most appropriate consultant to the needs of your organisation, and offers flexibility in content, length and timetable, all at a convenient location. This flexible and cost-effective option benefits all agencies, particularly those with offices in regional NSW.

For further information or to receive a written proposal, contact IPAA NSW:

Tel: 02 9228 5225

Fax: 02 9241 1920

info@nsw.ipaa.org.au

Course Content

The workshop offers a process for organising customer interaction into a logical sequence of events. It gives a behaviourally based technique for interacting with customers, giving service providers the flexibility to discover and meet individual customers' needs.

Course Outcomes

By the end of this course attendees should be able to:

  • apply effective self-management techniques and build self-confidence
  • effectively use listening, questioning and empathy skills
  • protect the customer relationship whilst adhering to the company’s policy and procedures
  • work with customers in positive to neutral conditions, and with potentially negative and emotionally charged customer situations
  • communicate their role, and access the risks and potential opportunities in creating and sustaining customer satisfaction
  • work effectively with customers.

Benefits to your organisation

  • increased customer service and satisfaction
  • skilled staff who are able to deal with any customer situation positively

Benefits to you

  • confidence in dealing with customers
  • ability to manage negative customer experiences and turn them into positive outcomes