Develop your skills in Customer Service
IS THIS COURSE RIGHT FOR YOU?
This course provides frontline customer service staff with insights into the skills, attitudes and behaviours that enable them to work effectively in this often challenging environment.
More than ever before, the public expects government to measure and improve the community’s satisfaction of services provided by agencies.
Organisations can have the best processes and systems - but if, at the actual point of interaction with staff (“moment of truth”) the client experiences ignorance, indifference or inordinate delays, their trust and tolerance can be lost and be difficult to restore.
WHAT WILL YOU LEARN?
You will leave this course being able to:.
- Recognise the fundamental elements of effective public service and how to apply them
- Identify and interpret the specific needs of customers
- Maintain an awareness of customers as individuals with varying needs and interests
- Communicate effectively and demonstrate active listening in dealing with customers
- Remain confident and professional in managing hostile and difficult customers.
- Applying appropriate agency standards, procedures and protocols in providing services to customers
Customer Service Fundamentals is for people at the Foundational to Intermediate levels and you will develop the following capabilities:
- Relationships: commit to customer service
- Communicate Effectively
The course is also mapped to IPAA’s working in the NSW government topic area.
PATHWAYS
Customer Service Fundamentals is part of the following Pathways: Service Success: frontline.
Find out more here.
COURSE DETAILS
This course is scheduled to demand.
If you are an individual, register your interest below and you will be notified when the next cohort is scheduled.
If you have a group of 5 or more, register your interest below for an in-house course and our Learning team will contact you.
Be at your best, for NSW.
Register now to secure your spot.
PRICING
Half Day Course | Professional Member: $525.00| Affiliate Member: $650.00| Non-member: $745.00
Register your Interest
How many people are interested in attending this course?
Individual (1-4 people) Group (5 or more people)