Customer Service Training

Teamocracy is one of Australia's leading training companies in the customer service field.

Our courses can be specifically broken up into two main areas:

Customer Service for Frontline Managers

Customer Service for Frontline Staff

Our trainers have years of experience in customer service and sales roles. They use a range of training methods with a strong focus on incorporating different learning techniques to ensure the success of each interactive event.

The Courses Include:

• Customer service - what is it?
• Communication skills
• Handling difficult people and difficult situations
• Stress management and self motivation

After The Course, You Will Be Able To:

• Provide great and professional service
• Avoid the types of service that Australians dislike
• Meet and exceed your customers' expectations
• Keep cool in difficult situations
• Understand different personality styles

We are able to tailor these courses to meet your exact needs, so please contact us to discuss your challenges.

For further information about Customer Service skills training, feel free to contact our customer service expert, Debby on 07 3264 5864 or alternatively email her at debby@teamocracy.com

CUSTOMER SERVICE FOR FRONTLINE MANAGERS

This is a practical program, encompassing the theories of Karl Albrecht (a leading customer service guru) which focuses on ways to improve the quality of service provided to internal and external customers. You will learn a 5 step process to help you motivate your team, measure performance and understand how to go about continuous improvement from a customer perspective.

Case studies and small projects will help you apply Total Quality Service theory to your organisation. A comprehensive workbook will ensure the process can be implemented in your organisation and learning can continue well after the program finishes.

Topics which make up this course…

1. Becoming Customer Focused -
   The Manager’s role in a customer focused organisation. What strategies should you undertake and how to get started.
2. Customer Value Research -
   Understanding your customer’s report card. What do they expect of you, your products, services and the experience of being your customer?
3. Service Strategy -
   Developing a strategic plan to provide excellent service from your vision and your customers’ expectations.
4. Leading the Way -
   Empowering your people to give excellent customer service time after time.
5. Effective Teamwork and Service -
   Learn how to build a team approach to providing excellent service and ways to lead by example.
6. Selecting for Service -
   Learn how to chose the right people to make your service stand out from the crowd. Key characteristics of excellent service personnel.
7. Customer Friendly Systems -
   Understand which of your systems, rules and procedures turn your customers away and how to change them.
8. Measuring and Monitoring -
   Learn the importance of feedback and how to constantly monitor your customers’ perceptions through effective questionnaires.
9. Managing Client Relationships -
   How to keep your customers for life.

Course Modules

BecomingCustomer Focused

• Characteristics of customer driven companies.
• Barriers to excellent service.
• The customer value model.
• 3 keys to customer value.
• Analysing 7 critical components of service.
• Moments of truth.

Customer Value Research

• 5 basic elements of quality customer service.
• Discovering your customer’s value.
• Effective research techniques.
• Complaint facts and your attitude to complaints.
• Complaints management procedures.
• Logging and analysing complaints.

Service Strategy Development

• • Your organisational values and your vision.
• Why will customers want to do business here?
• Primary and secondary services.
• How to get to your desired service levels.

Leading the Way

• Setting customer focused service standards for your organisation
• Prioritising your workload to make time for long term projects.
• Planning and prioritising service improvement project

Effective Teamwork and Service

• Seven key leadership behaviours.
• The importance of setting an example.
• Motivating and coaching your team.
• Getting team commitment to improving service.
• Overcoming staff’s resistance to change.

Selecting for Service

• Critical ingredients for service personnel.
• How to find the best candidate.
• Planning a selection process.
• The induction process. Process Improvements for Customer Friendly Systems
• How often are the systems to blame?
• Determining which processes to improve.
• 4 ways to improve a process.
• 6 practical process improvement tools.
• Brainstorming methods to use with your team.

Measuring and Monitoring Service Quality

• What, when and how to measure the quality of service.
• Determining and monitoring your critical success factors.

Managing Client Relationships

• Developing and managing relationships.
• Territory management techniques.
• Customer advocacy.

We are able to tailor this course to meet your exact needs, so please contact us to discuss your challenges.

CUSTOMER SERVICE FOR FRONTLINE STAFF:

These practical workshop modules develop service skills for those with internal and/or external customers. Through a series of group exercises, theoretical situations, videos and discussions, you will learn the skills necessary for providing consistent, high quality customer service.

You’ll be able to put skills into practice straight away. Each participant receives a comprehensive workbook filled with good ideas and practical exercises.

Teamocracy is committed to improving the quality of customer service in Australia. We are a specialist training and consulting organisation with many years experience in providing total customer service solutions to public and private sector organisations.

Topics which make up this course…

1. Customer Service - What is it? -
   Almost everything effects the impression your customers have of you and your organisation. We investigate good and bad service.
2. Communication Skills -
   Excellent verbal and non-verbal skills are keys to service quality. Fine tune your telephone and face to face techniques. Maximise performance.
3. Increasing Business through Customer Service -
   Increasing turnover and customer satisfaction can co-exist. You’ll learn how to sell in a way that pleases customers and the boss’ bottom line. Discover your own cross-selling and up-selling situations.
4. Getting Organised for Service -
   It is all important to have systems in place to provide quality service. Identify strengths and weaknesses in your current systems and improve your service processes.
5. Handling Difficult People and Situations -
   There’s nothing more important! Get the facts on complaints and learn how to use a 6 step process to handle difficult situations.
6. Customer Behavioural Styles -
   Often servicing clients’ needs is far from straight forward. By understanding personality types, you can improve your communication skills, prevent many situations which annoy customers and enjoy work more!.
7. Stress Management and Self -
   Learn skills for people under pressure. It’s hard to perform with empathy and precision when you’re frazzled or burnt out.
8. Negotiating -
   Learn to negotiate well. It’s a skill you will use in all aspects of your life.
9. Business Writing -
   Develop your written communication skills and effectively convey your messages to your clients. You will understand the key elements of writing letters and business documents.

Course Modules

Customer Service - What Is It?

• What is customer service?
• Quality from the customer's perspective.
• Customer service value.
• Service as a competitive weapon.
• Exceeding customer expectations.
• Case study of good customer service.

Communication Skills

• Face to face communication.
• Body language.
• Questioning techniques.
• Telephone manner/etiquette.
• Non-verbal communication.
• Active listening.

Increasing Business through Improved Customer Service

• Buyer motivation.
• Spotting selling opportunities.
• Controlling the sales call.
• Features and benefits.
• Cross-selling and up-selling.
• Closing the sale.

Getting Organised for Service

• Working towards goals.
• Prioritising your workload.
• Systems to provide quality service.
• Analysing workflow patterns.
• Effective planning.
• Using a diary/organiser.
• Sacred cows - rule for us or them?

Handling Difficult People and Situations

• Types of difficult situations.
• Complaints management.
• Letting off steam.
• Not taking it personally.
• Handling difficult people.
• When they want to talk to the manager.
• Separating people from issues.
• Having the right attitude to complaints.

Customer Behavioural Styles

• Personality types.
• Motivating factors.
• Adjusting styles for better communication.
• What annoys each style?

Stress Management and Self Motivation

• What causes you stress?
• Stress busters.
• Positive attitudes.
• Identifying your stress symptoms.
• Self motivation - what can I do?
• Changing your self-talk.

Negotiating

• When do we negotiate?
• The negotiation process and content.
• 7 elements of effective negotiation.
• Gaining agreement.

Business Writing Skills

• Tone and style.
• Forms of written communication.
• Avoiding communication breakdowns.
• Grammar and punctuation.

We are able to tailor this course to meet your exact needs, so please contact us to discuss your challenges.

Past Attendees have their say…

• “The best thing was that it opened my views on service”
• “Helpful in brushing up on skills”
• “Refreshed my memory about things I knew but had stopped doing regularly”
• “I’m sure this course will help me a lot. Thank you!”

For further information about Customer Service skills training, feel free to contact our customer service expert, Debby on 07 3264 5864 or email her at debby@teamocracy.com