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Course Details Course Id: 349138

Delivery Method: Classroom Course
Dates:	Times: 9:00 AM - 5:00 PM

Duration:	1 day
Location:	New Horizons, Level 4, 200 Creek Street, Brisbane, QLD 4000 View map
Places:	0
RRP:	$ 475
Price:	$ 451 (Price includes GST)
Deposit:	$ 62.05 (Price includes GST)
Discount:	5%

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About This Training Course

In this Customer Service training course students will learn how to develop and monitor service standards to support exceptional customer service; build customer service teams; understand your customers and how they measure service; and how to develop customer loyalty with your customers.

Subjects Covered

"Lesson 1: Service standards
- Fundamentals of service standards
- Understanding service standards
- Creating effective standards
- Establishing standards
- Implementing standards
- Monitoring service standards
- Assessing the effectiveness of standards
- Obtaining customer feedback
- Correcting service problems
- Management and service standards
- Building and monitoring the service team
- Creating an action plan
- Establishing managerial standards
- Identifying and overcoming service barriers

Lesson 2: Service teams
- Teams as a service solution
- Understanding customer service teams
- Maintaining a customer service team
- Employee selection
- Choosing the right employees
- Conducting an interview
- Team training and empowerment
- Implementing proper training
- Empowering employees
- Motivation
- Understanding the importance of motivation
- Reinforcing desirable behavior

Lesson 3: Customer loyalty
- Understanding your customers
- Knowing your customers
- Understanding customer criteria
- Uncovering customers' needs
- Customer loyalty development
- Understanding customer loyalty
- Building loyal customers
- Encouraging customer loyalty
- Employee loyalty's influence
- Developing employee loyalty
- Helping employees to perform
- Memorable service
- Creating memorable service
- Solving customer problems "