Organisations that deliver exemplary customer service are well led. Their service culture is guided by leaders who set expectations, role model appropriate behaviours and monitor service delivery. Help your service leaders deliver the service promise through skills learned on this program.

Overview

For today’s marketplace, it’s not only what we offer, but how we deliver it that determines success.

This program will provide participants with the knowledge and skills to ensure that products and services are delivered to standards agreed by the organisation and the customer. Using practical examples and case studies, this program will revitalise your approach to service.

Who Will Benefit

Every leader whose team provides an output, either internally or externally, from supervisors and team leaders, through to unit and divisional managers.

Program Content

  • Internal and external customers
  • Customer expectations and customer satisfaction
  • Creating customer focus and customer value
  • Service standards and styles
  • Relationship management
  • Improvement through coaching and processes
  • Service to both retail and B2B distribution channels
  • The power of CRM (Customer Relationship Management) systems
  • Harnessing the power of social media and online content
  • Dealing with customer complaints
  • Integration of customer service with the organisation’s strategic plans and operations
  • Reviewing and managing customer service.

Learning Outcomes

Participants should be able to:

  • Identify the place of customer service through touchpoint and value chain analysis
  • Deliver customer service both internally and externally through planning and action
  • Monitor, review and evaluate customer service
  • Implement processes and strategies to lead teams responsible for delivering service.

Assessment

Additional fee applies for assessment (1 unit of competency):

$210 Non Member
$175 Corporate/Professional Member

Relationship to Competency Standards

BSB42015
Certificate IV in Leadership and Management
  • BSBCUS401 Coordinate implementation of customer service strategies
BSB51915
Diploma of Leadership and Management
  • BSBCUS501 Manage quality customer service

Please click on the qualification link above for Qualification information and total fees.

Program code 236
Duration 1 day
Time 9:00 AM - 4:30 PM
Dates
  • 10 December, 2018
  • 25 March, 2019
  • 16 May, 2019
  • 16 August, 2019
  • 04 December, 2019
Location AIM WA Floreat
* Minimum numbers are required for program to proceed
Calculate your ROI

Estimate the potential returns from your investment in an AIM WA training program.

Go Calculate

Make a Booking

    Waitlist only
    Limited spaces
    Please contact AIM WA Client Services on (08) 9383 8000 for booking information.

    *Prices Include GST

    More Training Programs

    • Driving Your Marketing Strategy

      Identify, evaluate and review your marketing opportunities to align your marketing strategy with the broader organisation strategy. During this program you’ll learn the essential elements of preparing and implementing your marketing strategy.

       
    • Marketing and Communication with Online and Social Media

      Speed and change characterise the modern world of marketing. The range of channels is growing daily and skilful marketers need to understand the new mediums in order to respond. A highly interactive simulation will guide you through this important and dynamic area.

       
    • Online Writing

      Online activity including business has exploded in the last few years. The subtleties and differences of writing in an online environment are analysed and discussed in this program. As a result participants will be enabled to create effective online documents such as Web pages, electronic newsletters and PDF documents.

       
    • Effective Stakeholder Engagement

      Communication by managers within an organisation should be guided by the real needs of stakeholders. This program explores several tools to help identify those real needs and not just work from assumptions. In doing so, organisations can create communication strategies that enable effective engagement with those stakeholders.

       
    • Negotiation Skills

      Research shows that most inexperienced negotiators rush too quickly to bargaining and don't spend enough time on planning. This program equips participants with the tools, techniques and tactics required to manage negotiations successfully. Approximately half the time available is devoted to role playing a series of graded cases.

       
    • Introduction to Selling

      Discover the essential principles of selling and remove the fear of being high pressure or manipulative. This program is ideal for people who are new to selling or who consider themselves as 'non-salespeople'.

       
    • Building Client Relationships

      Developing healthy relationships with clients and stakeholders are fundamental in running a successful sales strategy within an organisation. This program covers several aspects of client relationships from first contact through to maintaining and improving those relationships over the longer term.

       
    • Managing a Sales Team

      Success in a sales management role includes both meeting sales targets and building a strong team capable of creating long term relationships with clients. You will explore both dimensions during this intensive program.

       
    • The Sales Professional

      ‘Nothing happens until a sale is made’ is an old mantra that highlights the need to have highly skilled sales and business development professionals representing your organisation. Over three days, participants are exposed to the essential prerequisites to succeed in a sales role.

       
    • Designing Your Customer Service Strategy

      This program focuses on the existing customer experience and where the current experience may be failing its customer's needs. It will look at preparing a customer service strategy, communicating the plan and monitoring the performance against the strategy.

       
    • How to Deliver Great Service

      First impressions do really count. Discover what great customer service looks like in order to make this a positive impression every time. The program covers both external and internal customers and will also offer practical steps on how to handle difficult customers.

       
    Make an Enquiry