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Good, Bad & Ugly Customer Service
Intended for: This customer service course works for both frontline staff and for managers looking to improve the systems and processes that deliver their products to the end customer.With many products, services and prices being very similar, the only way to set ourselves apart may be with service we offer. If this is true, we need to make sure we are setting ourselves apart in the right way and building a reputation to keep customers returning time and time again.
In this customer service training course participants draw on their experiences to help them understand customer expectations before matching these to the service values of the organisation. This then enables them to consider the service they are currently delivering and to find ways to improve on this.
Course Duration HALF DAY
Why bother with customer service?- Participants discuss this question and consider the benefits of good customer service to the organisation and its employees.
Good, Bad and Ugly Customer Service- Participants are encouraged to consider their own experiences as customers to help them understand customer expectations.
Sandwiches- Participants analyse a case study and are encouraged to consider the consequences of having unhappy customers who do not complain.
Living the value - There are two options for this session depending on whether your organisation already has published customer service values.
Mind the Gap- Whichever route you took in the last session the programme concludes by asking participants to consider how they are matching up to their own customer service values and by facilitating a discussion on how they can close any gaps that exist.
- At this end of this course your participants will be able to:
- Draw on their own experiences identify key customer expectations.
- Link customer expectations with the customer service values of your organisation
- Identify action they can take individually to ensure the service they provide to customers is even better than it already is.
- Identify possible action the organisation can take to ensure customer service is even better than it already is
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Pricing Guidelines
Half-day courses
- 4 hours
- Minimum fee $2,000 ex GST
- Maximum 12 participants
- Training can occur in-house on your premises or we can organise a venue of your choice at an additional fee including venue hire
- Some bookings may attract additional fees, travel inter-state, e.g.
Full-day courses
- 8 hours
- Minimum fee $3,500 ex GST
- Maximum 12 participants
- Training can occur in-house on your premises or we can organise a venue of your choice at an additional fee including venue hire
- Some bookings may attract additional fees, travel inter-state, e.g.
