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

BSB51918 Diploma of Leadership and Management

BSBCUS501 Manage quality customer service

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

Program Number
236
Duration

1 Day

Time
Dates
    Location

    AIM WA Floreat

    * Minimum numbers are required for program to proceed

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