Course Directory > Sales, Marketing and Customer Service

Exceptional Customer Service

Overview

Customer focused organisations recognise the importance of staff providing high levels of service when attracting customers, identifying their needs, finding solutions to their concerns and embracing a customer culture. This program assists participants to develop a “customer first” attitude and the skills required to demonstrate to customers that they really matter.

Designed For

Those involved in meeting the day-to-day needs of both internal and external customers.

Content

• The elements of exceptional customer service
  
• Tactics and skills to win customers and keep them for life
  
• Dealing positively with difficult customers
  
• Using the telephone as an investment in profitable customer service
  
• Building a proactive internal customer service team
  

Learning Outcomes

• Develop a “customer first” attitude
  
• Use practical skills to attract and keep customers
  
• Identify and articulate customer needs and how to satisfy them
  
• Resolve customer concerns
  
• Review and report on customer satisfaction
  
• Review customer service policies and procedures
  

Relationship to Accredited Training

This course meets the requirements of the following unit of Competency:

• BSBCUS401A - Coordinate implementation of customer service strategies
  

These units of competency may be used as Electives towards qualifications in the Business Services Training Package.

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