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

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.