Customer Service Skills Course Profile

The nationally recognised AussieHost customer service training program that focuses on key interpersonal communications, customer relations focused on delivering quality service in a variety of Retail and Selling environments.

Duration

1 Day.

Who Should Attend

All staff who have recently entered customer service positions and who have not attended any other customer service training. The program is also suitable for experienced people who whilst involved in customer service, need to refresh their awareness of professional customer service concepts.

Pre-requisites:

There are no pre-requisites for this program.

Key Subject Areas:

• What is customer service excellence?
• Workplace and personal presentation.
• Excelling in communication skills.
• Effective telephone communication.
• Handling customer complaints and dissatisfaction.
• Who is your customer?

Learning Outcomes:

• Understand that the customer is the lifeblood of the company.
• Communicate effectively.
• Avoid assumptions and change customer perceptions for the better.
• Give the customer a quality experience and demonstrate how that benefits everybody.
• Meet, greet and remember names and faces.
• Listen actively and ask open questions.
• Handle complaining customers and solve service related problems.

Certification

Following successful completion of the AussieHost Customer Service Skills - Retail workshop, participants will receive an internationally recognised AussieHost certificate. This AussieHost workshop has been mapped against the relevant units from SIT07/SIR07.

Materials Supplied

Each participant will receive a comprehensive 56 page resource / workbook to take away and refer to.

Presentation Method

Facilitator-led with highly interactive material, including video examples, exercises and topical discussion.

Professional Telephone Skills Course Profile

AussieHost Professional Telephone Skills - (Available from February). An interactive training program for those who wish to build client and customer loyalty and communicate positively over the phone.

Duration

1 Day.

Who Should Attend

Telephonists, Receptionists, Frontline service providers, support staff, supervisors, team leaders, sales teams, in fact all external and internal Customer Service staff at all levels who use the telephone and electronic communications as part of their job.

Pre-requisites

Participants should have at least 12 months experience in a Customer Service role or have recently completed another AussieHost Customer Service workshop.

Key Subject Areas

• What makes good customer service?
• Five key service provider principles
• Greetings, holding, call transfer & messages
• Listening skills
• Handling challenging calls
• Self rating exercises
• Vocal skills and can-do language
• Service providers checklist
• Questioning, gaining information & building rapport
• Overcoming barriers to good communication
• Managing phone interruptions

Learning Outcomes

• Understand the phone as a customer service tool
• Learn how to deal with difficult and challenging calls
• Learn how to communicate more positively with internal and external customers
• Develop a positive can-do attitude
• Adjust speech - speed. tone, pitch & volume
• Select and articulate words correctly
• Build immediate rapport with callers
• Control use of jargon & quirks
• Use transitions to maintain communication
• Take effective messages
• Conclude the call
• Develop a 5 day improvement plan

Certification

Nationally recognised AussieHost Customer Service certification

Materials Supplied

Participant Resource / workbook. Handouts and self evaluation tools. Participant Certificate. AussieHost magnetic lapel badge. Memory jogger.

Presentation Method

Professional qualified facilitators using the most up to date accelerated adult learning techniques supported with multimedia presentations, handouts, exercises and skill practice