CUSTOMER SERVICE SKILLS

Learn how to deliver a consistent and exceptional customer experience from the first point of contact right through to the delivery of the service.  This half-day experiential training provides you with practical strategies to meet and exceed the needs of your customers and, as a result, enhance your image and reputation with your stakeholders.

YOU’LL LEARN ABOUT:

  • Building a positive communication and service culture
  • Evaluating touchpoints and potential disconnects
  • Managing the moment of truth (MOT)
  • Applying the 7As of excellent service
  • Discussing customer service theoretical perspectives
  • Handling complaints professionally
  • Delivering exceptional customer service consistently. 

SO YOU CAN:

  • recognise the relationship between customer service, your team and your stakeholders
  • identify and communicate the benefits of a customer focus, as a part of your organisation’s core values and mission
  • use effective interpersonal communication skills
  • identify customer quality requirements, from both a technical and service perspective including Albrecht’s Four Levels of Service and Shewhart’s model for handling complaints
  • deal with difficult customers in a sensitive and professional manner. 

TO ACHIEVE: 

  • a customer service ‘experience’ that demonstrates a customer-driven business!  

WHO IS THIS FOR?

  • Front-line customer service representatives
  • Supervisors/team leaders and managers seeking to build a customer-driven culture.

PRICING

Member: $320 + GST
Non-Member: $640.00 + GST
When
10/04/2019 9:00 AM - 1:00 PM
Where
57 Kilmore Street CHRISTCHURCH NEW ZEALAND

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