It's you, your staff and the experience that keeps customers and brings them back. It is the reason customers tell other people about you. Learn how to make the experience rewarding for both you and your customers. Customer service skills can increase your/your staff's value to your organisation and advance your career at the same time.
Who should attend this workshop?
All levels of customer service staff serving internal or external customers including:
- Call centre operators
- Helpdesk
- Personnel involved in a shared service environment
Course outcomes
At this program's conclusion, participants will be able to:
- Describe exceptional customer service.
- Identify the benefits of great customer service
- Recognise barriers to the delivery of outstanding customer service.
- Recognise and adapt to specific customer behavior styles.
- Demonstrate how to measure customer satisfaction levels and take corrective action if needed.
- Learn techniques for dealing with angry or upset customers.
- Develop a personal action plan to improve customer service skills.
- Recognise that service delivery is an individual response value.
- Understand how your personal behaviour impacts on the behaviour of others.
- Develop more confidence and skill as a problem-solver.
- Communicate more assertively and effectively.
- Learn some ways to make customer service a team approach.
Key content areas
Marketing concepts/Principles
Communication – Body language, perceptions, filters, Listening skills,
Customer Dos and Donts
Filters, Perceptions, Transactional analysis
We are all marketers – It starts with me
Customer complaints – management process (Identify and solve problem
What is NB to the client
What are their expectations
Forbidden phrases
FISH
Marketing culture
Company competitiveness
Delight my client™ – Value
Delight my client™ - Quality
Delight my client™ – Culture
Design the Delight Pact – Customer satisfaction vision and way of being
Credits
0021 Instill in Self a Personal Marketing Culture Level 5 Credits 4*
Part of Qualification
National Certificate Customer Management Level 4 ID 20907
Outcomes
* Identifying and defining what marketing is.
* Identifying marketing principles and concepts.
* Identifying the benefits of instilling in self a marketing culture.
* Persuading others of the benefits of a marketing culture.
About your presenter
Sacha Traub has spent the last decade conquering and mastering the sales and service industry. Identifying a gap in the market, Sacha devised training materials to aid the development of staff and management to assist in creating a holistic, productive and powerful work force.
Sacha is successful in empowering individuals to learn, improve and take pride in every aspect of what they do. By providing people with accessible skills and knowledge she has enabled many to open doors of opportunity and hope, while helping to dispel any possible fears and low self-esteem. Sacha gives people the awareness to pioneer change, both personally and professionally.
Her overseas work experience has given her great insight into a 6-Star customer service culture, acknowledging the importance of achieving optimum sales productivity. These results are achieved through interactive, fun training that is simple and practical providing immediate an impact within your business.
‘Phenomenal, inspirational, powerful’ are all words that are often used when describing Sacha Traub and her facilitating techniques/workshops.
