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Delivering Customer Service
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Customer service is vitally important in today’s fast-changing markets and competitive environment.

Location/s
North Sydney - NSW
AIM ACT Head Office
Duration
Half day
Industry Area
  • Government
  • Private
Course category
  • Managing your team
Price from NSW ACT
Members
$615.00
$615.00
Non Members
$675.00
$675.00
Book

Customer service is vitally important in today’s fast-changing markets and competitive environment. In this program we’ll help you pinpoint internal and external customers so you can recognise their needs and outline what’s really required to develop lasting service relationships.


Your employer will benefit because:

You’ll learn how to improve your overall service skills and generate a consistently positive response from your organisation’s customers.


This program is right for you:

If you’re responsible for providing customer service, manage a customer service team or are considering a move to a frontline service role.


You’ll learn how to:

  • Realise the business impact of customer service
  • Identify the customers, their needs and their expectations
  • Deliver services to meet or exceed expectations
  • Create a customer-focused culture which empowers staff
  • Use metrics and customer interactions to determine service effectiveness
  • Build strong customer relationships
  • Resolve difficulties
  • Develop service capabilities

We’ll cover:

  • Internal and external customers
  • Customer expectations and satisfaction
  • Service styles and strategies

 

Start date Start time End date End time Location  
22/05/2012 8:30 AM 22/05/2012 12:30 PM NSW Book Now
11/07/2012 8:30 AM 11/07/2012 12:30 PM ACT Book Now
13/08/2012 8:30 AM 13/08/2012 12:30 PM NSW Book Now
12/09/2012 8:30 AM 12/09/2012 12:30 PM NSW Book Now
26/09/2012 8:30 AM 26/09/2012 12:30 PM ACT Book Now
27/09/2012 8:30 AM 27/09/2012 12:30 PM NSW Book Now
05/11/2012 9:00 AM 05/11/2012 5:00 PM NSW Book Now

Online Self-Assessment
To help participants measure their understanding of the subject and determine learning priorities for the workshop and beyond. We typically provide this for you 2 weeks before your face to face workshop.

Webinar
An interactive facilitator-led workshop available from the convenience of your own desktop. Webinars may be run before, after or as a replacement to face to face workshops.

eLearning
Interactive learning modules and templates, including the Harvard Manage Mentor program for ongoing learning in the workplace or after hours. We typically make this available for you before your face to face workshop and you usually have between 90 days and 12 months afterwards to utilize the e-learning.

Workshop
Face-to-face group sessions with a heavy emphasis on practical learning and developing critical skills. Please see published dates for face to face workshops in the calendar.

Supplementary Notes
In-depth support information and activities that provide the bigger picture beyond course content and theory. You have access to these two weeks before the face to face workshop and for 12 months following.

Assessment
Participants are measured by AIM assessors at the end of their learning process, for competency, based on tasks related to applying new skills and knowledge in the workplace.