Feb 26

Written by: Greg Fellows
Friday, 26 February 2010

Short Description	AussieHost Advanced Customer Service Skills (Available from February). A serious program for businesses and organisations of all kinds wanting to raise their Customer Service Standard and create empowered, engaged and motivated staff
Duration	1 Day
Who Should Attend	External and Internal Customer Service staff at all levels.
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	Self analysis and review of own service attitudes  Professionalism & Trust  Customer Experience & Expectations  Perceptions and First Impressions  Customer types & how to manage them  Attitudes & Relationships, Communication skills & body language  Managing stressful and difficult customer situations & customer dissatisfaction  Managing internal and external customer relationships  Customer loyalty and lifetime value  Complaints are a Gift, 4 F problem solving formula
Learning Outcomes	Understand the Customer Experience concept  Understand the importance of the customer service role  Empower staff with techniques to turn all good and bad customer service scenarios into Gold  Provide strategies to turn problem and angry customers into happy ones  Complete a self analysis of attitudes & skills  Identify the four levels of customer expectations  How to build great first impressions  Foster strong internal and external customer relationships
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. 30 day commitment reminder.
Presentation Method	Professional qualified facilitators using the most up to date accelerated adult learning techniques supported with multimedia presentations, handouts, exercises and skill practice

 

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