Customer Service Course

Customer Service Course

Customer Service short courses in Sydney, open to everyone.

Learn effective customer service with our Customer Service courses in Sydney.

Learn Customer Service with our Customer Service courses in Sydney - short courses open to everyone.

In today’s Global business world the customer is still the most important factor affecting the success of a business. The customer service you and your team provide plays a pivotal role in acquiring and maintaining new customers. Customers decide what, when and how to buy. The customer service they receive is vitally important to the long term success of any business. This customer service course is designed to provide you with the service skills required to ensure that you exceed customer expectations. In this customer service course you will focus on the knowledge, skills and attitude required to maximise customer satisfaction. This customer service training course is suitable for anyone in a customer service role or team leaders who manage staff that deliver service face-to-face, over the phone or online.

Learning Aims

This Customer Service course aims to:

  1. Equip you with a clear understanding of what quality customer service is and what it is not.
  2. Provide you with an understanding of the importance that human factors play in quality customer service.
  3. Give you knowledge of the components of customer service and show how this knowledge can assist you in the workplace.
  4. Highlight the importance of effective communication and body language.
  5. Teach you how to build rapport with your customers.

Learning Outcomes

At the completion of this customer service course you will be able to:

  1. Define excellent customer service and its relationship with brand advocacy and business success.
  2. Identify characteristics that contribute to providing excellent customer service.
  3. Determine the impact your mind-set has on customer interactions.
  4. Analyse empathy and language that supports positive customer interactions.
  5. Decide appropriate presentation standards for your customer service role, including: grooming; body language and, para-language.
  6. Develop listening skills for the purpose of asking the right questions.
  7. Identify barriers to customer service excellence.
  8. Manage challenging customer interactions.

Course Content

This Customer Service course will cover the following content:

What is customer service and why is it important?

  • Defining customer service.
  • Introduction of brand advocacy: why is it important for businesses and for you?
  • Characteristics of exceptional customer service.
  • Identify barriers to excellent customer service – what contributes to poor customer experiences?

Service mindset – What do you bring to the interaction?

  • Identify ways you can reflect on your mindset and its contribution to customer interactions.
  • Strategies to change your mindset.

Empathy in customer service

  • Explore the concept of empathy in customer service interactions and how it contributes to promoting positive customer service.
  • Recognise empathy-centred language and use it to encourage understanding with your customers.

Your Welcome – Does it really matter?

  • Analyse the impact of saying a genuine hello and goodbye to your customers.
  • Investigate various options to say hello and goodbye without sounding repetitive.

How do you present?

  • The connection between appearance and personal judgement.
  • Suitable presentation standards for your workplace.
  • The value of non-verbal communication when communicating with others.
  • Analyse body language – How important is it during customer interactions?

Enhancing your listening skills

  • Obstacles to effective listening
  • Introduce ‘Listening for Purpose’ as a concept, and how it contributes to positive interactions with your customers?

Asking the right questions

  • Techniques to help ask appropriate questions to help solve customer issues quickly.

Managing challenging customer Interactions

  • Understanding the needs of a difficult customer.
  • Analyse what makes these interactions difficult?
  • Techniques and strategies to ‘turn the customer around’ and finish with a positive result.

Intended Audience

This customer service course has been designed for those in, or interested in commencing, service roles with internal or external customers. The course is suitable for business owners, customer support staff or any position where excellent customer service is an essential ingredient. This customer service course is also suitable for those who are new to a leadership role, in teams where customer service is a key focus.

Delivery Style

This customer service course will be delivered as an interactive workshop consisting of an instructor-led lecture, group and individual activities. This training approach allows you to work through concepts introduced by the instructor in an application-focused teaching environment. You will challenge your understanding of the concepts and consider their application once back in your individual workplace.

Course Prerequisites

This customer service course has no prerequisites and is open to all members of the public.

About your instructor

Andrew Vitalis

Andrew Vitalis

Hermann Certified Practitioner

Andrew Vitalis is a learning and development professional who partners with CEOs, executives and individuals to develop tailored learning experiences that maximise outcomes by moving from the theoretical to the practical.

With diverse industry experience and over 25 years frontline customer experience, Andrew brings a deep understanding of sales and customer experience and knows how to challenge thinking, creating a learning environment that fosters collaboration and thought leadership.

Partnering with the National Gallery of Victoria, Andrew guided frontline staff through change management and achieved a positive cultural change within the organisation. In conjunction with Readygrad, Andrew delivered graduate and intern training for National Australia Bank, assisting those new to the workforce, to transition from studies to corporate life. He also delivered the University of Sydney/Jobsmart programs, focusing on core-skill development including teamwork, presentation and communication skills. His collaboration with Woolworths, resulted in the creation and implementation of customer service and systems training to their new customer contact centre teams, which saw enhanced and consistent service delivery, the implementation of streamlined processes and effective team work skill development. Andrew has worked extensively with Qantas, designing, developing and delivering programs for customer facing teams.

Holding a Bachelor of Adult and Vocational Education, Andrew is also a certified Herrmann Brain Dominance Instrument (HBDI) practitioner, adding additional perspective and further enhancing the learner experience and course outcomes.


Payment

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Training

Training for groups of employees

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Employer Sponsorship

Employer sponsorship

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Customer Service Courses

CourseDate
Customer Service CourseTue 19 Nov 2019
Customer Service CourseWed 5 Feb 2020
Customer Service CourseMon 6 Apr 2020
Customer Service CourseWed 3 Jun 2020
Customer Service CourseMon 17 Aug 2020
Course Features

Available classes for Customer Service Course

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The University of Newcastle, Sydney Campus is a leading provider of short courses in Australia, with industry qualified and experienced educators that bring up-to-date real-world skills directly to the classroom.