A provider of excellent customer service uses skills and behaviours to listen to, identify and act upon the wants, needs and emotions of their customers. This course is about exploring those customer-focused behaviours to move beyond delivering just good customer service to delivering remarkable customer service. Being remarkable will delight your customers, secure their loyalty and grow your business. Courses run in Sydney and Melbourne.
Recall current trends in customer service and identify your customers
Identify your service strengths and improvement opportunities using feedback from your workplace
Apply skills to engage your customers
Describe the concept of "remarkable" customer service
Respond to difficult customers assertively and with empathy
Identify areas where you and your organisation can be more memorable
Apply techniques to make your team more customer focused
Setting the context
Your personal objectives
Why Serve Your Customer?
A world of customers
Current trends in customer service
Identifying your customer
Consequences of customer service
What’s your level of customer service?
What Do Customers Really Want?
Developing a customer focus
Customer service expedition (experiential activity)
REACH Your Customers
Reaching new heights in service
The REACH model of customer service:
Feedback from your workplace
Skills To Engage Your Customers
The nature of customer engagement
Building trust by keeping promises
Choosing language to maintain integrity
Providing written customer service
Building trust by listening
Why be remarkable?
Being safe is risky
How can you be remarkable?
Customer feedback and complaints
Walking in your customer’s shoes
Creating A Customer-Driven Team
A remarkable story
Streamlining processes for better service
Building on customer feedback
Planning to apply the knowledge and skills back at work
References and further reading
Preparing to learn
Get the most out of your course by preparing before you attend the workshop. Access and read your online Starter Kit, complete the activities and document your desired outcomes for the workshop. To get started, click here.
During the course
Our Professional Development courses are practical, interactive and fun. Well-known, proven theories are translated into easy-to-understand concepts and techniques by experienced training consultants. You’ll return to work understanding what you can do to enhance your performance.
After the course
Your Embedding Kit will assist you to apply the techniques at work, ensuring you get the most from your learning experience. For more details, click here.
TP3 can provide a range of consulting services to better meet your business needs. These include: closed courses for your organisation; customised course material relevant to your industry and requirements; individual or group coaching; and digital and blended learning solutions.