Charles Darwin University, in partnership with the Australian Institute of Management has appointed Barbara Clifford to deliver short courses designed and owned by the Australian Institute of Management..
Do you have the essential tools to manage customer complaints?
Do you even know why customer complaints are useful?
If you don’t understand the fundamentals of Customer Service, you are unlikely to meet your performance targets. Utilising good customer service practice makes the process of reaching your targets much easier. Yet how do you find the right balance between professionalism, maturity yet not compromising your commitments and expectations? Developing some skills around managing customer service you’ll gain greater confidence for managing diverse and challenging situations.
Without a clear understanding of the correct policies and procedures around customer service, you might find yourself feeling stressed or powerless to perform at your best. You’ll feel torn between your own needs, the needs of the customer and the needs of your employer.
Improve your confidence and professionalism in delivering quality service to customers and clients.
Do you know how to identify internal and external customer requirements? Do you know the difference? And how do you respond? Learn how to support the implementation of service strategies and be clear on how to evaluate and report service levels. You need to be confident that you are responding in the most effective manner. Identifying and understanding different types of situations, will enable you to respond positively, professionally and with confidence. You will be able to manage situations that may have previously been difficult or troublesome and you’ll instantly improve your performance. Your will develop or enhance your methods of communication and personal connection, that set you apart from your competitor.
18th October 2017
8:30am - 4:30pm
You will gain personal insight into the ways in which you respond to different people, situations and events. With a strong focus on communication and behaviour, you will come away equipped with tools and techniques to effectively manage your responses.
You will learn how to:
* Identify and respond to internal and external customer requirements
* Support the implementation of service strategies
* Evaluate and report on service levels
* Apply key communication skills in customer interactions
* Understand and apply customer service policies and procedures
* Handle customer complaints
Morning Tea & Afternoon Tea Light Refreshments Provided.
A complimentary lunch is also provided.
Join us in the training rooms of the
Charles Darwin University – Alice Springs Campus