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Fundamentals of Customer Service

Each and every one of us serves customers, whether we realise it or not. Maybe you’re on the front lines of a company, serving the people who buy your products.

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Area of Learning — Fundamentals of Customer Service

About this course

Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

This unit applies to frontline managers, including team leaders and supervisors, who have responsibility for seeing that a customer service system and customer service standards are implemented.

Notes

Participants who wish to receive a Statement of Attainment can choose to complete a post course assessment. Upon successful completion of the assessment they will be eligible to receive a statement of attainment for the BSBCUS403 Implement customer service standards unit of competency.

Course Outline

Module One: Getting Started

  • Workshop Objectives
  • Pre-Assignment Review

Module Two: Who We Are and What We Do

  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?
  • Case Study
  • Module Two: Review Questions

Module Three: Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  • Case Study
  • Module Three: Review Questions

Module Four: Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
  • Case Study
  • Module Four: Review Questions

Module Five: Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
  • Case Study
  • Module Five: Review Questions

Module Six: In-Person Customer Service

  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage
  • Case Study
  • Module Six: Review Questions

Module Seven: Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Case Study
  • Module Seven: Review Questions

Module Eight: Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Eliminate Electronic Ping Pong
  • Case Study
  • Module Eight: Review Questions

Module Nine: Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Case Study
  • Module Nine: Review Questions

Module Ten: Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

  • Ten Tips
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise

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Learning Outcomes

  • Recognise how your attitude affects customer service
  • State what customer service means in relation to all your customers, both internal and external
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Student Information Handbook

Student Handbook

Forsythes Training recommends that you access our Student Information Handbook. If there is anything in the handbook where you require further clarification, please do not hesitate to call Forsythes Training on 02 4708 9593 and one of our friendly team members will be more than happy to assist you.

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The Student Information Handbook provides you with information about Forsythes Training and covers the following areas:

  • Welcome
  • Company profile
  • Student registration process including our refund policy and course cost information
  • Student Induction
  • Student records and information
  • The assessment process and policies

  • Rights, responsibilities and standards
  • Student Feedback
  • Recognised Prior Learning (RPL), Recognised Current Competency (RCC), Direct Credit Transfer (DCT)
  • Appeals Process
  • WHS Policies and Procedures
  • Forsythes Training Guarantee

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Discover our areas of learning.

Forsythes Training is an established, trusted, quality training provider with an extensive list of corporate clients and individuals who have attended our training courses over the last twenty years in a variety of learning areas: