Customer Service Fundamentals - Melbourne

Customer Service Fundamentals Melbourne

Course Outline

Would you believe it is possible for you to discover the difference between losing a customer for life, and turning them into an ambassador, in just one day? If you've ever wondered why certain people just have the knack for turning angry people into raving fans, and others shake in their boots in their presence, If you've ever woken up in the middle of the night dreading that next shift behind the counter… Here's why… What sets apart pros on the phones from those who "get by"?

Overview

This no nonsense 1 day customer service training course is tailored for professionals in Melbourne who wish to change their customer focus from reactive damage control to pro active relationship building. Instead of scripted replies and fake pleasantries, trainees will gain real world expertise in responding to customer issues in addition to emotional needs.

It is a comprehensive course that can be applied to all types of businesses across Melbourne, including retail, hospitality, telecommunications, banking and services. Delegates will learn the vital skills needed to deal with difficult conversations and maintain professional calm as well as personal sanity!

Curriculum Based Learning Outcomes

On completion of this course you will be able to:

Foundation Customer Psychology Skills

Understanding the emotion beneath the voice of the customer complaints and issues

Actively listening, showing authentic caring

Spotting the early warning signs of trouble and responding appropriately

Advanced Communication Mastery

Using certain language patterns of the de-escalation variety that calm rather than fan the flames of… situations.

Managing Professional relationships and Personal StressResponses.

adjusting ones style, in order to conform to different types of personalities and different cultures."

Emotional Intelligence Development

Personal stress reactions while dealing with difficult customers

Ability to show empathy and adhere to professional boundaries

Personal emotional responses at odds with customer behaviour patterns

Strategic Problem Solving Expertise

Creative dining within the constraints of the Company's policy and the guests desire

Knowing when it is appropriate to escalate and applying the right short term interventions

Turning complaints into occasions to build or rebuild customer loyalty

What You Will Learn

Module 1 Customer Psychology Discover the actual causes of customer frustration, how to read between the lines with non verbal clues, and the challenges of creating cultural adaptation for a Melbourne that's as multivarious as the coffee selection.

Module 2: Communication Strategies That Work Unlock potent de escalation phrases, discover how to say "no" without the drama, and how to instantly build rapport with even the most stressed customers.

Module 3: Managing Your Own Response Learn calm down methods for high pressure situations, how to have Boundaries with Compassion, and fast recovery methods for post interaction care.

Module 4: Practical Problem Solving Skills Learn creative approaches within the framework of regulations, when and how to effectively involve supervisors, and the art of turning complaints into incentives for loyalty.

Module 5: Real Life Application Role play real life Melbourne business scenario and get instant feedback in our practice sessions and become confident through continuous application of your skills.

Interactive Learning Elements

Practical scenarios challenging cross cultural communication, peak hour pressure, response to seasonal tourism over expectation and industry specific complaint conversations will be featured. These applications are good training grounds where errors are the best teachers.

'Being' includes real time feedback loops, peer learning platforms and personal coaching, to assist individuals in recognising their own innate strengths and integrating new skills into their day to day work.

Assessment and Certification

Completion of the course involves practical skills assessments, role play and interactive exercises. Upon successful completion, individuals are issued with a statement of attainment (Customer Service Fundamentals) which is recognised in academia and is useful in a professional development portfolio.

Concluding Remarks

Just picture yourself going to work tomorrow with the knowledge that there are strategies to transform every difficult customer interaction. The result is that CS is not a despised burden but a cherished set of capabilities that make professionals efficient and happy.

Attendees walk away with strategies that can be used immediately, greater confidence, and the ability to provide excellent customer support in mutually beneficial ways. This investment pays off immediately in lower stress at the workplace, higher customer satisfaction scores, and improved team spirit.

Such transferable communication skills become available to apply elsewhere in life and work beyond the boundaries of customer service.

Course Details:

Length: 1 full day (7 hours, including break)

Location: Melbourne CBD training facility

Class size: Limited to 16 to ensure effective interaction

Supplies: Workbook with reference guide included