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Excellent customer services

Module Overview

This online module provides learners with the essential skills and strategies needed to deliver outstanding customer service. It covers key aspects such as understanding customer needs, effective communication, handling complaints, and building long-term customer relationships. Through real-world scenarios and interactive exercises, learners will develop the ability to create positive customer experiences, improve satisfaction, and enhance brand reputation.

Outcomes

By the end of this module, learners will be able to:


  1. Understand the fundamentals and importance of excellent customer service.

  2. Develop strong communication and active listening skills for customer interactions.

  3. Recognize different customer needs and expectations.

  4. Handle complaints and difficult situations professionally.

  5. Build rapport and create positive customer experiences.

  6. Develop problem-solving skills to address customer concerns effectively.

  7. Implement service recovery strategies to turn negative experiences into positive outcomes.

  8. Apply customer service best practices to different industries and settings.

Component


  1. Introduction to Customer Service – Understanding customer expectations and service excellence.

  2. Effective Communication & Active Listening – Techniques for clear and empathetic customer interactions.

  3. Understanding Customer Needs & Personalization – Tailoring service to different customer profiles.

  4. Handling Complaints & Difficult Customers – Strategies for de-escalation and problem resolution.

  5. Building Rapport & Customer Relationships – Creating trust and ensuring customer loyalty.

  6. Problem-Solving & Service Recovery – Turning negative experiences into positive outcomes.

  7. Customer Service in Digital & Remote Settings – Best practices for phone, email, and online interactions.

Target group of the course


  • Customer Service Representatives – Frontline staff responsible for direct customer interactions.

  • Sales & Retail Professionals – Individuals looking to enhance their customer engagement skills.

  • Call Center & Support Teams – Employees handling customer inquiries and complaints.

  • Managers & Team Leaders – Leaders aiming to improve customer service standards in their teams.

  • Entrepreneurs & Business Owners – Those looking to build a strong customer service culture in their businesses.

  • Hospitality & Tourism Professionals – Employees in service-driven industries such as hotels, restaurants, and travel agencies.

  • Healthcare & Social Service Workers – Professionals who interact with patients, clients, and service users.

  • Anyone Seeking to Improve Customer Service Skills – Individuals looking to enhance their ability to provide excellent customer service.

Fees

TBD

Venue

Sydney, Melbourne, Brisbane, Canberra, Perth, Adelaide

Time and Date

Coming Soon

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