Delivering Exceptional Customer Service

Back by popular demand, the Association is offering members a full day workshop to give their staff the tools and skills they need to go beyond adequate customer service and raise it to exceptional status.

The Delivering Exceptional Customer Service workshop will give participants all they need to know about best practice in customer service at every level of customer interaction. It will also enforce an understanding of why excellent customer service is essential for maintaining and building good customer relationships.

Topics include:

• Good vs exceptional customer service
• Creating an outstanding first impression
• Engineering the customer experience – ‘Moments of Truth’
• Managing customer expectations
• The 6 essential rules of caring for customers
• Using positive language
• Identifying customer personalities and communication styles
• Best practice telephone standards
• The 3 principles of customer service calls
• The professional greeting and perfecting your “Telephone Voice”
• Effective questioning techniques
• Email etiquette
• The perfect email structure
• Knowing the boundaries – the Red and Blue Rules
• Taking control of difficult situations using the H.E.L.P principles
• Applying an action plan for your new customer service skills
• and more….

Who Should do the Training?

Anyone in your business that deals with customers, including:

• Your sales teams and their support staff
• Customer service officers and receptionists
• PR and marketing teams
• Team leaders & supervisors

Presenter:
Judeth Wilson
Director & Senior Trainer
WeTrain Corporate Trainers
Judeth’s Bio

Location:

PORT MACQUARIE
Date: Thursday 16 June 2022
Time: 9am – 5pm
Venue: Rydges Port Macquarie, 1 Hay Street, Port Macquarie NSW 2444
Cost: $460 per person*
Registration closing date: 5pm, Tuesday 31 May

* Cost includes course materials, lunch, morning tea & afternoon tea. Discounted cost for Sydney & Online due to no travel or accommodation costs for presenter and no catering for Online course.

Places are strictly limited, so register early to avoid disappointment!

If you have any questions or difficulties registering please contact Shannon Lakic at CCIA 0410 651 782 or email shannon.lakic@cciansw.com.au.

Delivering Exceptional Customer Service

Back by popular demand, the Association is offering members a full day workshop to give their staff the tools and skills they need to go beyond adequate customer service and raise it to exceptional status.

The Delivering Exceptional Customer Service workshop will give participants all they need to know about best practice in customer service at every level of customer interaction. It will also enforce an understanding of why excellent customer service is essential for maintaining and building good customer relationships.

Topics include:

• Good vs exceptional customer service
• Creating an outstanding first impression
• Engineering the customer experience – ‘Moments of Truth’
• Managing customer expectations
• The 6 essential rules of caring for customers
• Using positive language
• Identifying customer personalities and communication styles
• Best practice telephone standards
• The 3 principles of customer service calls
• The professional greeting and perfecting your “Telephone Voice”
• Effective questioning techniques
• Email etiquette
• The perfect email structure
• Knowing the boundaries – the Red and Blue Rules
• Taking control of difficult situations using the H.E.L.P principles
• Applying an action plan for your new customer service skills
• and more….

Who Should do the Training?

Anyone in your business that deals with customers, including:

• Your sales teams and their support staff
• Customer service officers and receptionists
• PR and marketing teams
• Team leaders & supervisors

Presenter:
Judeth Wilson
Director & Senior Trainer
WeTrain Corporate Trainers
Judeth’s Bio

Location:

BATEMANS BAY
Date: Tuesday 21 June 2022
Time: 9am – 5pm
Venue: Batemans Bay Soldiers Club, 6 Beach Rd, Batemans Bay NSW 2536
Cost: $460 per person*
Registration closing date: 5pm, Sunday 5 June

* Cost includes course materials, lunch, morning tea & afternoon tea. Discounted cost for Sydney & Online due to no travel or accommodation costs for presenter and no catering for Online course.

Places are strictly limited, so register early to avoid disappointment!

If you have any questions or difficulties registering please contact Shannon Lakic at CCIA 0410 651 782 or email shannon.lakic@cciansw.com.au.

Presenters

Kylie Robertson, Membership Development Manager

Joe Taylor, Trade Manager

Agenda

11:00am – 2:00pm: Central West Regional Meeting

1. Important Updates

2. Overview of CCIA Activities:

• Lobbying efforts and submissions to Government on Legislative Reviews
• Marketing and Promotional Update
• Issues for Holiday Parks
• Issues for Residential Land Lease Communities
• Issues for Trade Members
• Member Events & Opportunities

3. Feedback Session with general discussion about current market conditions, local issues and matters of concern for members.

Help stop the spread of COVID-19:

• Please don’t attend if you feel sick. Even if symptoms are mild, stay home and get tested.
• Stay at least 1.5 metres away from other people where possible.
• Always cough or sneeze into your arm or a tissue and put the tissue in the bin straight away.
• Wash your hands with soap and warm water often and for at least 20 seconds.
• Wear a mask when unable to physically distance.

Delivering Exceptional Customer Service

Back by popular demand, the Association is offering members a full day workshop to give their staff the tools and skills they need to go beyond adequate customer service and raise it to exceptional status.

The Delivering Exceptional Customer Service workshop will give participants all they need to know about best practice in customer service at every level of customer interaction. It will also enforce an understanding of why excellent customer service is essential for maintaining and building good customer relationships.

Topics include:

• Good vs exceptional customer service
• Creating an outstanding first impression
• Engineering the customer experience – ‘Moments of Truth’
• Managing customer expectations
• The 6 essential rules of caring for customers
• Using positive language
• Identifying customer personalities and communication styles
• Best practice telephone standards
• The 3 principles of customer service calls
• The professional greeting and perfecting your “Telephone Voice”
• Effective questioning techniques
• Email etiquette
• The perfect email structure
• Knowing the boundaries – the Red and Blue Rules
• Taking control of difficult situations using the H.E.L.P principles
• Applying an action plan for your new customer service skills
• and more….

Who Should do the Training?

Anyone in your business that deals with customers, including:

• Your sales teams and their support staff
• Customer service officers and receptionists
• PR and marketing teams
• Team leaders & supervisors

Presenter:
Judeth Wilson
Director & Senior Trainer
WeTrain Corporate Trainers
Judeth’s Bio

Location:

SYDNEY
Date: Tuesday 28 June 2022
Time: 9am – 5pm
Venue: CCIA NSW Training Room, Grand Avenue, Gate 1 Entrance, Rosehill Gardens Racecourse, Rosehill
Cost: $360 per person*
Registration closing date: 5pm, Sunday 12 June

* Cost includes course materials, lunch, morning tea & afternoon tea. Discounted cost for Sydney & Online due to no travel or accommodation costs for presenter and no catering for Online course.

Places are strictly limited, so register early to avoid disappointment!

If you have any questions or difficulties registering please contact Shannon Lakic at CCIA 0410 651 782 or email shannon.lakic@cciansw.com.au.

Delivering Exceptional Customer Service

Back by popular demand, the Association is offering members a full day workshop to give their staff the tools and skills they need to go beyond adequate customer service and raise it to exceptional status.

The Delivering Exceptional Customer Service workshop will give participants all they need to know about best practice in customer service at every level of customer interaction. It will also enforce an understanding of why excellent customer service is essential for maintaining and building good customer relationships.

Topics include:

• Good vs exceptional customer service
• Creating an outstanding first impression
• Engineering the customer experience – ‘Moments of Truth’
• Managing customer expectations
• The 6 essential rules of caring for customers
• Using positive language
• Identifying customer personalities and communication styles
• Best practice telephone standards
• The 3 principles of customer service calls
• The professional greeting and perfecting your “Telephone Voice”
• Effective questioning techniques
• Email etiquette
• The perfect email structure
• Knowing the boundaries – the Red and Blue Rules
• Taking control of difficult situations using the H.E.L.P principles
• Applying an action plan for your new customer service skills
• and more….

Who Should do the Training?

Anyone in your business that deals with customers, including:

• Your sales teams and their support staff
• Customer service officers and receptionists
• PR and marketing teams
• Team leaders & supervisors

Presenter:
Judeth Wilson
Director & Senior Trainer
WeTrain Corporate Trainers
Judeth’s Bio

Location:

ONLINE
Date: Thursday 30 June 2022
Time: 9am – 5pm
Venue: Online workshop delivered via Zoom
Cost: $330 per person
Registration closing date: 5pm, Tuesday 14 June

* Cost includes course materials, lunch, morning tea & afternoon tea. Discounted cost for Sydney & Online due to no travel or accommodation costs for presenter and no catering for Online course.

Places are strictly limited, so register early to avoid disappointment!

If you have any questions or difficulties registering please contact Shannon Lakic at CCIA 0410 651 782 or email shannon.lakic@cciansw.com.au.