CUSTOMER SERVICE SKILLS

Learn how to build relationships and understand what it means to deliver the best service for your customers in a constantly evolving, disrupted, dynamic, diverse and digital world. If your organisation is serious about delivering an experience that exceeds the expectations of your customers, then this is the course for you.


Facilitated by Communication Works Director Desirée Williamson, this half day workshop will equip you to:

YOU’LL LEARN:

  • To understand your total customer journey
  • Unpack your customer experience
  • Analyse your customer touch points 
  • Identify potential service breakdowns
  • Explore and develop behaviours required at every step in every customer transaction to create value
     

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
6/08/2019 9:00 AM - 1:00 PM
Where
57 Kilmore Street CHRISTCHURCH NEW ZEALAND
 

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