EXCELLENCE IN CUSTOMER SERVICE

A Powerful World-Class One Day Workshop

Participants will learn best practice customer service skills they can implement immediately to create powerful customer relationships and give your business the competative edge.

  • Understand the value of exceptional customer service
  • working with both external and internal customers
  • The keys to identifying what your customers really want
  • Ensuring each customer feels important, valued and appreciated
  • Maximizing each ‘moment of truth’
  • 4 steps to creating a positive first impression
  • 5 keys to creating the WOW factor in quality customer service
  • Appreciating the lifetime value of a customer
  • Learning how to identify the 4 main personality styles
  • 8 steps for converting customers that complain into lifelong advocates of your business
  • The importance of under promising and over delivering
  • Honouring company guarantees
  • How to say “NO” without damaging a customer relationship
  • Mastering the art of clear communication and active listening
  • Communication via email
  • 6 proven strategies for handling over-talkative people
  • The do’s and don’ts of telephone etiquette
  • Minimise voicemail and email communication errors
  • Using technology to your advantage
  • Understanding the power of words, body language, and tone
  • How to handle difficult, angry and rude customers
  • Controlling one’s emotions when dealing with difficult customers
  • The value of developing a “Do It Now” attitude
  • Interactive group discussions to reinforce learnings
  • Plus a huge toolbox of proven and valuable strategies …

This workshop is easy to understand, step-by-step blueprint to creating a customer service driven organisation and gaining the competative edge.

On-site company training:  The workshop is tailored to the needs and requirements of the participants. It can be presented over 2 and a half days, or as a 1/2 day workshop where we focus on the key desired learning outcomes for those participating.

The workshop venue, projector and refreshements are provided by you, the client.

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Participants: Each participant receives their own workbook and a Certification of Course Completion.

Each participant also has access to complimentary email followups. These Spaced Repetition emails are forwarded to each participant for up to one month following the workshop. The key to Spaced Repetition is that each time we review a piece of information our memory becomes stronger, so with Spaced Repetition and practice each participant trains themselves to acquire new habits and their desired training outcomes.

Instant skills + Interactive group discussions + Spaced repetition = Exceptional Results!

PRESENTOR / FACILITATOR

The "Excellence in Customer Service" seminar is presented by Silvia Wright-Davies. Silvia has been working with organisations to create winning teams, accelerate sales and profitability, and she empowers businesses to improve their bottom line. Her areas of expertise embrace 3 vital components that are designed to help her clients achieve a balanced and succesfull business and personal life: business consulting, corporate training and seminars. Businesses that have benefited from her seminars include: Nestles, Konica, Salmat, Strapp Ford, Otis Elevators, Ray White Real Estate, National Australia Bank, Lane Toyota, Avonwood Homes, Bayer Healthcare, Leading Solutions, Vodafone, Phillip Webb, First National, Carmichael & Webber, Australian Unity Insurance, Jas H.Stephens, Powercor, CACI Clinic, White Gloves Cleaning Services, Pannell Kerr Forster, AmCham, ACI, GMAC Insurance, The Professionals Real Estate, Tupperware, Barry Plant Real Estate, ANZ, Woodards Real Estate, Peter Markovic, Australian Property Investment Group, and many others.

"Six months after my staff and I attended this workshop I can say this seminar more than paid for itself when one of my employees applied the principles taught and managed to retain a valued customer's business. We have honed our customer service skills and I am thrilled with the results. Thank You!"

John Davies - Owner - Davies Homes - Mill Park

"Silvia's training was highly professional, educational, easy to follow, interactive and fun. Best of all I acquired new skills that have helped strengthen my relationship with clients."

Scott Beale - Director - Decorative Panels - Rosanna

For Further Details

Phone:    Silvia on (03) 9440 7788  

Email:     silvia@wrightchoicetraining.com

Mail:        Wright Choice Pty Ltd

                Cape Street Business Centre

                109 Cape Street

                 Heidelberg  Vic 3084 Australia

 

 

100% Tax Deductible:    These seminars are designed to improve work skills and abilities and are 100% tax deductible as a business training expense.

Graduates:    May attend future public courses with tuition free of charge. This is an excellent 'refresher' opportunity.

OUR 100% GUARANTEE

Wright Choice Pty Ltd is a business consultancy and training organisation that prides itself in providing very professional, results driven training.

We are so confident that this "Excellence in Customer Service" seminar will increase participants productivity that we guarantee a full refund. All we ask is that each participant attend all sessions and put into practice each relevant technique taught during the seminar.

Cape Street Corporate Centre 109 Cape Street Heidelberg Vic 3084

PHONE: +61 3 9440 7788

EMAIL: admin@wrightchoicetraining.com

website: www.wrightchoicetraining.com

ACN 007 226 655