Customer Service
Organisational Development offers two levels of training in this
course: Customer Service and Managing Customer Service
Customer Service
Recognize that service delivery is an “individual response value”. Understand how your own behavior impacts on the behavior of others. Develop more confidence and skill as a problem-solver. Communicate more assertively and effectively. Learn some ways to make customer service a team approach.
- Service Beliefs
- Who Are the Customers?
- Meeting Expectations
- Setting Targets and Standards
- Systems and Procedures
- Personal Recollections
- Turning Complaints into Opportunities
- Techniques for Handling People
- Dealing with Difficult People
- Steps to Problem-Solving
- Resolving Conflict
- Team Effort
- Stress/Acting Assertively
- Evaluations
Managing Customer Service:
The need for leading, promoting and enhancing a customer-focused culture is essential within every organization. This workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a "re-energizing time" to build and expand from where you are now.- Who our customers are and what they expect
- Sustaining an individual level of engagement
- Communication skills
- Appropriate sharing
- Self-image & first impressions
- Effective leadership
- Situational leadership
- Developing your leadership style
- Managing employee engagement
- Your role as a coach
- Developing a Service Management System
- Problem people and situations
Both courses are offered for $45 online or $50 by workshop to UNE staff members.
Please register by sending a registration form to Organisational Development, fax 2755 or by internal mail. As soon as this is processed we will contact you to advise that your course is now available through UNE Online.
Please indicate your preference for the online or workshop component.