Professional Customer Service Skills

Your ability to deliver excellent face to face service is critical. So how can you utilise the distinct competitive advantage of providing exceptional service? This highly practical half-day course will provide you with ideas, skills and tools to exceed customer expectations. You will learn strategies that will help you build strong relationships with your customers over time, who, in return, will recommend your services to others. Fun and engaging, this workshop will leave you with a renewed energy and customer-focused view.

The following topics will be covered:

understanding service relationships and your impact
7 strategies to developing strong relationships with customers and constituents
‘Moments of Truth’ and how to affect them
managing and exceeding expectations
building fast and exceptional rapport
LEAPS model for handling difficult situations
defining your personal service promise

On completing this course you will be able to:

utilise specific tactics to develop trust and rapport
uncover individual customer’s needs based on exploration with them
review, assess and improve each service interaction
manage customer and constituent expectations
define your own personal customer promise

Do this course as part of the Better Customer Service Series and save!

Are you enrolling on behalf of others?	Enrol others now.
We will provide you with:	Course Notes, a Certificate of Completion and refreshments during the day, including a light lunch on full day courses.
You are encouraged to bring:	Current workplace examples related to this topic for use in course exercises.
You might also be interested in:	Dealing with Difficult, Angry or Aggressive Customers
Need customised training for your organisation?	Contact Jo Carrick to discuss tailoring this course to meet your needs or find out more about our tailored training services.
Are you University of Adelaide Staff?	Enrol using a University of Adelaide account code now.

Professional Customer Service Skills
Dates:	Wednesday 16 October 2019 (9.00am - 12.30pm)
Location:	PCE, 9.01, Lvl 9, 115 Grenfell St
Instructor(s):	Sharon Kaibel CPMgr, Cert IV Training and Assessment, Diploma of Management, Licenced DiSC and TICK Behavioural Styles Practitioner, Licenced DiSC Leadership Coach Sharon Kaibel is a Coach, Speaker and Trainer and with over 25 years’ experience in personal and professional development. With a background in Business, Sales and Leadership, Sharon is also an accredited DiSC Behavioural Styles and 363 for Leaders practitioner, an accredited Image Consultant and People Skills Program Presenter. A specialist in Service and Sales, Leadership, Team and Communication Skills, Sharon combines her business experience with a highly interactive, supportive and engaging learning environment in which participants fully develop their skills and results. Combining enthusiasm, expertise and a creative approach, Sharon is able to develop participant skills and confidence, which are immediately noticeable in the workplace. Sharon holds extensive experience in Customer Service and Customer Experience programs in retail, corporate and contact centre environments. She is also a Certified Practicing Manager (CPMgr) and Associate Fellow of the Australian Institute of Management, and an accredited Workplace Trainer and Assessor. Sharon has worked with government, local and national businesses across a range of industries.
Schedule Number:	6191

Required Fees:
Registration (GST Free)	$390.00

Professional Customer Service Skills
Dates:	Wednesday 4 March 2020 (9.00am - 12.30pm)
Location:	PCE, 9.01, Lvl 9, 115 Grenfell St
Instructor(s):	Sharon Kaibel CPMgr, Cert IV Training and Assessment, Diploma of Management, Licenced DiSC and TICK Behavioural Styles Practitioner, Licenced DiSC Leadership Coach Sharon Kaibel is a Coach, Speaker and Trainer and with over 25 years’ experience in personal and professional development. With a background in Business, Sales and Leadership, Sharon is also an accredited DiSC Behavioural Styles and 363 for Leaders practitioner, an accredited Image Consultant and People Skills Program Presenter. A specialist in Service and Sales, Leadership, Team and Communication Skills, Sharon combines her business experience with a highly interactive, supportive and engaging learning environment in which participants fully develop their skills and results. Combining enthusiasm, expertise and a creative approach, Sharon is able to develop participant skills and confidence, which are immediately noticeable in the workplace. Sharon holds extensive experience in Customer Service and Customer Experience programs in retail, corporate and contact centre environments. She is also a Certified Practicing Manager (CPMgr) and Associate Fellow of the Australian Institute of Management, and an accredited Workplace Trainer and Assessor. Sharon has worked with government, local and national businesses across a range of industries.
Schedule Number:	6812

Required Fees:
Registration (GST Free)	$410.00

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Authorised by:	Professional and Continuing Education
Maintained by:	Professional and Continuing Education