Customer Service Fundamentals - Adelaide

Customer Service Fundamentals Adelaide

Course language by Dr. Marcus Clarkson

Course Overview

It's a situation many of us know all too well, when a customer interaction quickly takes a sharp left turn. You are there with the best intentions, really trying to help, and then, all of a sudden, you are across from somebody who is certain that you don't get their problem. Having worked with hundreds of Australian businesses, I've discovered that outstanding customer service is not about scripts, or putting on a fake smile. It is about developing real skills that turn every interaction into something meaningful.

This isn't your basic customer service course this is the gritty, unedited, & scanned through a fine tooth comb version of what it's really like working in customer service. Whether you're taking phone calls in Perth, serving Melbourne retail customers from a front counter or fielding internet enquiries from your Adelaide office, the basic rules are the same. And in my years of consulting with Australian businesses, I have seen how good training can significantly transform customer satisfaction, and employee confidence and job satisfaction, as well.

The course mixes real life psychology with ready to use techniques in the real world. I'll help you understand how your customers will behave, how to manage your own responses and how to turn difficult interactions into positive results. Through proven de-escalation training methods, you'll gain the confidence to handle any situation professionally.

Learning Outcomes

After successfully completing this course, you will be able to:

Show you're Listening: Use listening skills to interpret deeper customer needs and issues overtly represented by complaints.

Use De escalation Tactics: Utilise proven approaches to defuse angry customers without crossing your professional and personal limits

Turn Negative Interactions Into Opportunities: Turn bad experiences into experiences that will build relationships and customer loyalty from negative feedback and criticism

Deal With Work Related Stress: Apply practical approaches for staying energised and emotionally grounded during a stressful day at work

Review "Communicate with Impact is a well thought out guide that should be required reading for anyone who works with other people."

Handle Escalation Processes: Know when and how to escalate problems to Supervisor or specialised department while ensuring customer confidence

Module 9: Implement Follow up Systems Design and execute post interaction strategies that demonstrate your ongoing dedication to customer satisfaction. Here are the things you'll be learning:

Module 1: Understanding Customer Psychology Why do customers become frustrated and how does their emotional state impact communication? Learn more about the deceptions customers tell us when they state what they actually need.

Module 2: Advanced Listening Techniques How to master hearing beyond words. Moreover, how to gain the skills required to pick information about the tone, context, and underlying concerns which motivate customer behaviours.

Module 3: De escalation Mastery How to practice proven skills to feel more composed under stressful situations. At the same time, you must learn certain phrases and approaches that will aid in tension defusion rather than tension growth.

Module 4: Turning Problems into Opportunities Teach the listener to reframe complaints and view the experience as a chance to strengthen customer relationships. Furthermore, it is also necessary to understand more about the psychology of service recovery.

Module 5: Professional Boundary Setting How can the listener learn to be helpful while keeping permissible limits? And how can they use a variety of phrases to say no in ways in which their customers understand and respect?

Module 6: Stress Management for Service Professionals You learn to develop your individual methods for maintaining your energy and radiance throughout long and arduous days, as well as how your smile affects the customer relationship. Our comprehensive stress management training provides essential tools for maintaining wellbeing in demanding roles.

Module 7: Communication That Builds Trust The listener learns to gain expertise in verbal and non verbal people who have an emotional connection. In addition, you'll acquire the ability to adapt communication methods to personality types.

Module 8: Strategic Escalation If the problem is too much for the listener to handle how do you know when it's time to escalate it? Learn how to help soothe angry customers by turning them over to your boss, preserving their faith in a process.

Module 9: Follow up Excellence For the listener to develop follow up systems they can use to provide immediate feedback to customers, how to be certain they have the correct systems in place, and how to check in with a customer that has had correspondence.

Course Summary

This is the ultimate course for SMEs focused on delivering practical, put it to work now skills for the front line learner. Instead of theory, you'll deal with practical examples and case studies of Australian business experiences. Each module in practice trains on earlier skills learnt so that you build up an arsenal that changes the way you interact with customers.

The programme highlights the idea that good customer service is doing you a favour, not making your life hard. When you have the right tools and the confidence to use them, difficult situations are bearable, positive connections become routine. You'll end with an entire suitcase full of tools to address any situation you encounter regarding customer service professionally and powerfully.

Sponsors walk away with more than just tools they return home with genuine confidence that they can create good from any customer engagement. This basis is designed to be a platform for continuous training and advancement within a culture of customer service excellence.