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Customer Service Skills - NEW!


PROGRAMME OBJECITVE

Learn how to deliver consistent and exceptional customer service from the first point of contact right through to the delivery of the service.

DESIGNED FOR

Business owners, managers or anyone who would like to learn how to deliver consistent and exceptional customer service. 

LEARNING OUTCOMES

This workshop will equip you with the skills to build a positive communication climate which places customers at the centre of the transaction.

You will learn to

  • Recognise the relationship between customer service, your team and your stakeholders

  • Identify and communicate the benefits of a customer focus, as part of your organisation’s core values and mission

  • Use effective interpersonal communication skills including listening, questioning, non-verbal, assertiveness and empathy

  • Identify customer quality requirements, from both a technical and service perspective including Albrecht’s Four Levels of Service and Shewhart’s model for handling complaints

  • Deal with difficult customers in a sensitive and professional manner

DURATION

Four hours

FACILITATOR

Desiree Williamson BA, LTCL, CertTESOL, ANZSB, DipTchg

Desirée is a director of a Christchurch-based corporate communication consultancy.

As an accredited Belbin Team Roles facilitator, Desirée designs and facilitates workshops for public and private sector organisations on all aspects of communicating effectively.

She believes at the core of ‘authentic’ workplace communication is the challenge to align what we say about ourselves, with how we communicate with our internal and external stakeholders.

From 1996 to 2007, Desirée lectured in business and corporate communication in the School of Business at the Christchurch College of Education and at the University of Canterbury following the merger of the two institutions. Desirée has also worked with the New Zealand Institute of Chartered Accountants (now CAANZ) writing and moderating study material, and designing workshops for the Communicate Effectively and Ethics components of its Professional Competence Programme (2007–2015).

In addition to facilitating in-house customised workshops, Desirée delivers communication training on the professional development programmes of the Institution of Professional Engineers New Zealand (IPENZ), the Canterbury Employers’ Chamber of Commerce and the University of Canterbury. 

WHAT PAST PARTICIPANTS SAY.... 

"Desiree is an engaging and entertaining teacher."
"A great refresher on how to act and react to customers." 
 

NEXT LEARNING STEPS

This workshop has qualified for the NZTE Capability Development voucher programme | Regional Business Partner Network event reference OSEA622

Eligibility
Small and medium size businesses may qualify for vouchers to help pay for services such as training workshops, courses and coaching that build the management capabilities of their owners, operators and key managers. Approved businesses will receive a voucher for up to 50% of the course investment fee.

For more information on the NZTE Capability Development voucher programme or to find your local Regional Business Partner please visit nzte.govt.nz

Dunedin 29 June 2018 9.00am - 1.00pm OSEA, 16 McBride Street, Dunedin 29/06/2018 09:00 29/06/2018 13:00 96 Customer Service Skills - NEW! Dunedin - OSEA, 16 McBride Street, Dunedin dd-mm-YYYY
Invercargill 23 August 2018 9.00am - 1.00pm OSEA, 64 Arena Avenue, Invercargill 23/08/2018 09:00 23/08/2018 13:00 96 Customer Service Skills - NEW! Invercargill - OSEA, 64 Arena Avenue, Invercargill dd-mm-YYYY


Investment

$ 370.00 + GST for members
$ 500.00 + GST for non members

Terms & Conditions

 

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