One Day Training Course

HOW TO MEET CUSTOMER
DEMANDS WITH EXCEPTIONAL
CUSTOMER SERVICE SKILLS

It goes without saying that your business would not exist without customers!  Today’s customers have access to more information than ever before about your business, your competitor’s business and the products and services you deliver.

Ease of purchase  and outstanding customer service are emerging as the ‘real’ points of difference between you and your competitors and this is what determines the overall success of your business, whatever industry you are in!  Research has shown that customer service has become much more important over the last five to eight years, due to the ease of purchasing just about every product or service worldwide.  Welcome to the world of globalisation! 

The fundamental purpose of a business is to satisfy customer needs at a profit.  Your company can only benefit from a strong customer service culture.  Satisfied customers are converted to loyal customers. More sales come from existing customers.  Your customers become your advocates, creating excellent word of mouth free advertising.  And, much more.  The bottom line is increased profits!

Are your staff skilled for today's ?

Are you considering putting on new staff in 2012, but are concerned with having to train them on Customer Service?  Get on the front foot with your business for the new year and have them professionally trained and ready to go! Anyone involved in business needs to know the principals of effective customer service skills. Knowing how to deal with difficult customers and being able to confidently respond to their requests and concerns or simply providing a positive and memorable experience for your clients will be the catalyst to your business success in 2012 and beyond. 

Can you afford for them not to give
Outstanding Customer Service?

• A 5% increase in customer retention can increase profits by 25 - 95%.
  Source: Bain & Co 

• Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service.
  Source: International Customer Service Association 

• 70% of customers leave because of a lack of attention from front-line employees. 
  Source - International Customer Service Association 

• Two-thirds (or 66%) of customers do not feel valued by those serving them.
  Source - Business e-coach 

• It costs 6 - 7 times as much to gain a new customer as it does to keep an old one. 

• Companies providing quality service charge up to 9% more for their product or service. 

• 96% of customers don't complain when they have a problem, they don't come back. 

• 67% of customers who stop dealing with a particular organisation do so because of an attitude of indifference by people in the organisation. 

• Organisations providing quality service grow twice as fast and pick up market share 3 times quicker than their competitors.

• Every time a customer goes away satisfied they will generate at least 7 extra customers

Your Customer Service Training Solution
is right here! 

This one-day training course introduces delegates to the core principles of Customer Service. By employing these values and adopting the correct attitude, delegates will be able to handle the vast majority of customer service interactions with ease and confidence no matter how complicated or unusual they are.

The focus of the day is to teach handling customer service scenarios through a variety of examples presented by Damien Clarke who has over 25 years of Customer Service experience. These examples are provided for many working environments such as retail, face-to-face customer service, help-desk, client meetings, call centre support, medical support to name a few.

Delegates also explore a number of methods to handle customer complaints, learn how to say 'no' and discover how to tackle different business situations professionally and confidently. Together with related communication skills such as body language, phone skills and best practice for business etiquette. 

 Customer Service is a skill that can be
learned and mastered!

This one-day training course has been designed based on the latest research in psychology and proven methods in effective training - with one key element central to its success - the learner.

The course is designed from the bottom up based on practical exercises that the delegates will go through to learn the key components of Customer Service as the very nature of customer service demands alot of interaction.  As a result, this training course contains many group activities, one-to-one exercises, case studies and real-life scenarios that address the most common situations encountered by customer service representatives.  This in turn makes the training day entertaining as well as educational, as we encourage the delegates to be creative in their solutions.

In this highly interactive and practical course delegates will learn:

Customer Service Principles 

 What are the fundamental principles of Customer Service?

 How to interact with different types of customers and different personalities

 What customers want and how to satisfy them

Questioning Techniques 

 How to encourage a customer to give you more  information by using correct questioning techniques

 How to use and understand the power of using leading questions

 How to sequence your sentences for maximum effect

Emotional Intelligence 

 How to empathize with customers to maintain and build rapport

 How to understand the customer and sincerely care about their problems

 Understanding how to maintain the correct attitude for business

Customer Service Scenarios 

 What does it mean to handle a customer professionally

 What are the most common challenging customer services scenarios and how to deal with them

 How to handle difficult customers

Handling Complaints 

 How to effectively and confidently handle complaining customers

 Coping strategies to deal with customer complaints

 How to deliver a 'Soft No'

Telephone Skills 

 How to handle phone calls professionally

 How to put a customer on hold

 How to correctly end a phone call

Body Language

 What body language signals are most critical for a great first impression

 What gestures put customers at ease and enable you to establish rapport with them

 Body language has more power than the spoken word

Business Etiquette

 The expected courtesy and manners in today's business

 Business grooming and what is expected as a business employee

 Top tips to build rapport and make contacts come to you

... and much, much more

By the end of the one-day training course, delegates will have the skills and knowledge to:

• Apply the essential principles of customer service to customers 
• Ask effective questions from customers to get results 
• Use empathy to maintain and build rapport with customers 
• Professionally respond to customers' needs and concerns 
• Handle phone calls professionally 
• Read and interpret body language signals from customers 
• Defuse and handle confidently uncomfortable situations with customers 
• Be able to handle themselves professionally in today's business world  

As you can see this really is the ultimate training course for businesses that have just employed 'New' staff or for existing staff who need quality customer service training.

 The need for quality Customer Service training is undeniable! 

Whilst we normally work exclusively with businesses to train their staff on outstanding customer service we see a real need for this training to be offered to local businesses where they can send a staff member for one-day of quality training rather than trying to arrange one-on-one training or even in-house training that can be quite time consuming and a logistical nightmare to co-ordinate.

Hurry, only 15 seats available!

Payment and Registration Options

Bookings by Mail, Fax or Email
Download our REGISTRATION FORM for payment by Credit Card, Cheque or Direct deposit.

email to info@newarke.com.au
or Call Now on 1300 738 843

P.S As with all of our training we offer a 100% money back guarantee that if you are not happy with the quality of training you or your delegate received we will refund your entire Registration Fee.

P.P.S As an added BONUS and to show that we truly care about you, your staffs' development and your business success, we will attend your place of work and spend 1 hour with your employee as a post follow up to the day's training course.