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Customer Service Reception PRO (August 2023)

August 16, 2023 @ 9:00 am - 12:00 pm AEST

Customer Service Reception Pro course 1

Customer Service Reception PRO (August 2023) Course Overview

The Customer Service Reception PRO (August 2023 ) course is designed to equip your employees with advanced face-to-face, phone & email customer service skills to deliver superior customer experiences day after day, customer after customer.

The course is suitable for all employees who are expected to deal with customers in their day-day roles including receptionists, office administration, front-of-house employees in medical/dental/veterinary practices and so on.

The course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal operational impact.

Your employees will progressively learn, build and apply new habits and skills that will transform their psychology and performance, positively impacting your customers and business like never before.

This course has been developed and is delivered live by Simon Blair, and having been refined over decades of training customer service staff in diverse roles and industries, it’s not just a course full of theory – it’s designed to deliver immediate results!

9 Course Modules

The August 2023 Customer Service Reception PRO course is designed first to influence the psychology of participants to start viewing service from a customer perspective rather than their own internal, operational mindset. Then the service experience model that forms the basis of the program, ‘The 5 Degrees of Customer Experience’, is introduced sequentially, building competency and new habits in a staged approach.

We’ve also included a module to master the skills of handling difficult customers that will not only reduce your staff’s anxiety in handling those tough situations but also help your business by reducing the number of frustrated customers.

Plenty of role-playing and practice is built in to ensure staff can put their new skills to work with the practice conducted in a safe, fun and welcoming online environment.

At the end of the course, trainees will be provided with a certificate of achievement and, most importantly, be empowered with new skills that will help them succeed in their role.

Modules Overview

1. The Psychology of Customers

An exploration of what customers want, what customers need and why.

2. The Five Degrees of Customer Experience

Introduction & exploration of the Five Degrees of Customer Experience service model.

3. Engage

How to create strong first impressions & have an immediate impact from the start of any face-to-face or phone customer interaction.

4. Discover

Learn how to be better at starting open conversations and then using mirroring and labelling techniques to identify what matters most to customers and their needs from you.

5. Educate

How to provide personalised solutions with proactive checks for improved experiences and resolution.

6. Close

How to finish any conversation with structure and warmth with a dose of gratitude.

7. Body Language, Energy & Empathy

How to look and sound fresh and engaging whilst projecting confidence and clarity.

8. Dealing with Difficult Customers

A powerful 2-step method for responding to challenging customers, emotions & situations.

9. Email Best Practices

An email writing workshop that reveals simple but powerful guidelines and methods for writing clear, concise & effective email responses that engages the reader and triggers positive emotional responses.

Learn more about the course and secure your ticket(s) using the link below. 

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Details

Date:
16 Aug 2023
Time:
9:00 am - 12:00 pm AEST
Event Category:
Event Tags:
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Venue

Zoom

Other

Job Suitability
On the phones - service, On the phones - sales, Frontline Customer Service, Digital service (live chat, SMS, emails etc), Office/Admin Supervisors
Total DURATION of the Event
9 Hours
Delivery Format
3 x 3-hour sessions
ACXPA Member Discount
25%
No. of Training Sessions
3 half days
Delivery Style
Online
Course Categories
Frontline Employee Course

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