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Fundamentals of Customer Service
BSBSCUS403A - Implement Customer Service Standards, from Certificate IV in Frontline Management
| Dates for next course: | 29-Nov |
| Training Location | 9 Denison St, Newcastle West |
| Training Format: | Classroom |
| Duration: | 1 Days |
| Price: | $495.00 This course is GST free |
Overview
This course provides guidelines and best practices for providing excellent customer service that
will enable frontline associates and service staff in back-up and support roles to build, maintain,
and increase a loyal customer base. Participants who complete the assessments will have the skills
and knowledge required to contribute to quality customer service standards and support personel to
impletement customer service systems and standards within an organisation.
Note: participants who successfully complete a post course assessment will receive a statement of
attainment from the Certificate IV in Frontline Management.
Concepts taught in the course map to the elective unit
BSBCUS403A - Implement Customer Service Standards, from Certificate IV in Frontline Management.
Course Outline
Lesson 1: Understanding Customer Service
- Describe Customer Service
- Identify Customer Expectations
- Commit Yourself to Providing Excellent Customer Service
Lesson 2: Focusing on the Customer
- Create a Positive First Impression
- Identify and Help Meet the Customer's Needs
- Create a Positive Last Impression
Lesson 3: Handling Complaints
- Make it Easy for Customers to Complain
- Resolve the Problem
- Cope with Upset and Difficult Customers
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Lesson 4: Contribute to quality Customer Service standards
- Access, interpret, apply and monitor Customer Service Standards in the workplace in accordance with organisational standards
- Contribute to development and refinement of Customer Service Standards
Lesson 5: Implement Customer Service Systems
- Encourage consistency
- Review customer feedback
- Identify Customer Service problems
Lesson 6: Implement TEAM Customer Service Standards
- Plan and implement TEAM work activities
- Identify resources
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Forsythes IT & Training provides instructor led computer training on the Microsoft Office and Adobe range of applications.
We service Newcastle, the Hunter Valley, Lake Macquarie and the Central and Northern Coasts of New South Wales (NSW) Australia.With our mobile training room we can provide a range of courses on-site at your premises.
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