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Customer Service Skills Trainer

2 weeks ago

Melbourne, Victoria, Australia Acxpa Full time

The September 2024 Customer Service Reception Essentials course is a comprehensive training program designed to equip employees working in reception/admin/office roles with core customer service fundamental skills. The course focuses on providing staff with the knowledge and skills needed to communicate effectively, handle difficult customers, and deliver personalized outcomes.

Throughout the 3-hour session, participants will learn critical behaviours needed to drive successful customer service outcomes, enabling them to interact with energy, empathy, and simplicity. Key topics include mastering the start and finish of any customer service interaction, checking and identifying customer needs, delivering personalized outcomes, checking resolution and customer comfort, and utilizing a simple two-step method for handling difficult customers.

This course is suitable for any reception, administration, or front-of-house role that interacts with customers. Participants will gain valuable insights into effective communication strategies, conflict resolution techniques, and relationship building.

Course Objectives
  • To provide employees with essential customer service skills and knowledge
  • To equip staff with the ability to handle difficult customers effectively
  • To enhance communication skills and conflict resolution techniques
  • To improve customer satisfaction and loyalty