Soft skills training courses, Australia - Phone 1300 661 555

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Customer Service training

'How to provide 5-Star customer service that boosts your profits'

Customers are the lifeblood of any enterprise. Yet it's surprising how few people and organisations have mastered delivering consistent service excellence.

Click Play to listen to an intro from Brainpower
Training Director Nina Sunday < 0:56 Sec>

Brainpower Training works inside companies and organisations with groups of their staff, usually in a Facilitator-led workshop of around 10-16 people at a time, to develop their ability to deliver exceptional service to clients, (internal and external).

Brainpower Customer Service training informs, inspires and motivates your people to implement world-class customer service (based on the International Customer Service Standard ICSS: 2003-2006).

This means our workshop content has substance and rigour, and is based on best practice across all products and services.

Transform every customer contact
into an opportunity

Here are the topics and skills you and your team will master during the Brainpower Customer Service training workshop:

Deliver what you promise
Under promise and over deliver
Exceed customer expectations
What makes customers stay, and the reasons they leave
How to resurrect lost customers
Do it with a smile and eye contact
The 80 / 20 Rule - why you should 'super-serve' your top 20%
Finding new customers costs five to seven times more
Lifetime value of existing customers
Moments of truth
Responsiveness
Developing lasting relationships
The value of your Vision Statement
The customer is not an interruption
Survey customers for continuous improvement
A complaint is a gift
Empowerment
You own a problem until it is resolved
Service recovery
Courtesy
Remember to capture compliments
Love your customers

By understanding and mastering each of these areas, you'll be able to deal confidently with every customer service situation and boost customer loyalty at the same time. Click here to contact us.

Customer Service Outcomes

On completion of the program participants will be able to:

Create a reputation for reliability by fulfilling their promises to customers
Build trust with customers by informing when a promise cannot be fulfilled
Surprise and delight customers by under promising and over delivering.
Actively look for ways to go the extra mile and exceed customer expectations
Understand that neutral or indifferent service loses customers, creates dissatisfaction
Make eye contact and smile when face-to-face with a customer.
Answer the telephone in a standard way and with a smile
Understand each customer is worth the sum total of all transactions over time
Recognise every customer touch point is a ‘moment of truth’
Enhance each customer interaction with friendliness and go the extra mile
Respond to customer requests with a sense of urgency
Understand that all businesses are in the ‘relationship’ business
Appreciate how their individual effort counts towards the success of the organisation
Always welcome a customer with friendliness and a willingness to serve
Seek ways to continuously improve
Capture suggestions for improvement from customers
Actively listen to a customer with a complaint
React to a complaint as an opportunity for service recovery and to improve systems
Have standard ways to resolve common customer problems
Have the knowledge, skills and desire to resolve a customer’s inquiry or problem on the first call.
Take ownership of a customer problem; follow it through to resolution, and follow-up to confirm the problem is resolved to their satisfaction
Remember to use ‘please’ and ‘thank-you’ and offer world-class courtesy
Attract customer compliments that are recorded, recognised and rewarded
Create a positive reputation for their department / organisation
Enjoy their work more, so customers can feel the ‘love’

For a pdf of our company brochure, click here

What people say

'The course was refreshing, giving us greater scope on ways to handle difficult situations, and the long-term value of keeping our customers happy. At the end of the day we walked away with a new sense of power, knowing we now were much better equipped to perform our everyday tasks.'

Antonietta Cameron, Customer Relations Manager, Australian Spirit Uniforms

'An easy, clear and concise delivery of attributes of world class, best practice frontline customer service, delivered by one of this country's foremost trainers of Customer Service.'

Brett Whitford, President, Customer Service Institute of Australia

Read an article by Nina Sunday . . .

Answer the phone with a smile in your voice, and the same way every time.

In the eyes of your customer, every contact is a moment of truth.

A moment of truth, because with every phone call your caller might be deciding whether to do business with your organisation or continue (to do business with you).

Have you ever rung a company, and by the way they answered the phone, you felt as if you were an interruption?

How well are your people managing all the moments of truth occurring in your organisation every single day?

Is each customer touchpoint enhancing your image and reputation, or are your people squandering the relationship?

Customer service best practice dictates that you have a standard procedure for answering the phone – and here it is.

When you hear any telephone ring

1. On the first ring, stop whatever you are doing. Focus on answering the call.

2. On the second ring, put a smile on your face. Smiling changes the shape of your face and the resonance of your voice. Customers can literally hear you smiling through the phone.

3. Answer after the third ring, and never let it go to four rings.

4. Say your company name or division, then your name; for example: 'Asset Services, this is Jim'.

How memory works

Memory is a fragile and curious thing.

Saying ‘Jim speaking’ is not as effective as, ‘This is Jim'. 'Speaking' as the last word interferes with remembering the person's name.

If you make your name the last thing you say, it makes it easier for your caller to remember it.

This is because of the Recency Effect - people better remember the last thing they hear.

Using your first name gives your clients a chance to build a relationship with you and your organisation.

Action summary:

1. First ring - stop whatever you are doing

2. Second ring - put a smile on your face.

3. Answer after the third ring with, < Your company or division >, this is < your name >.

Copyright Nina Sunday 2010, Sydney, Australia. All rights reserved.

Does Brainpower offer public workshops for individuals to attend?

We do not schedule external workshops for individuals to attend.

Brainpower Training works inside companies and organisations with groups of their staff, usually in a workshop of around 10-16 people at a time.

Instead perhaps consider our training DVDs . . . more info

The Brainpower difference: How we present

We use brain-based, multi-sensory, Adult Learning methods to keep the workshop interactive, engaging and fun.

Appealing to all learning styles, there'll be:

flipcharts created and coloured pens to use for Visual learners
background music in the breaks for Auditory learners
for Kinesthetic learners, as well as plasticene and pipe cleaners, brain-shaped squeeze balls with Brainpower logo to take-away.

Our facilitator adapts and
customises the presentation to suit the
specific needs of your team by

asking quality questions
triggering discussion
referring to your organisation-specific scenarios
discovering insights beyond the obvious

'Does the training include
any additional materials?'

Yes. Everyone receives a reader-friendly, illustrated Workbook to refer to during and after the course. You'll also be presented with a Certificate of Achievement for successfully completing the course.

Hear what participants are saying:

'An easy, clear and concise delivery of attributes of world class, best practice frontline customer service, delivered by one of this country's foremost trainers of Customer Service.'

Brett Whitford, President, Customer Service Institute of Australia.

'Thank you so much for yesterday. We had plenty to talk about on our way home. We thoroughly enjoyed ourselves. When you plan the next Customer Service seminars, please let me know the dates, as I have 20 staff who will be attending. Not all at once, so don't panic!'

Shayne Clinch - Manager, Customer Service, Undercoverwear

'But is it really worth it? How do I know
this is a wise investment?'

The Brainpower Customer Service training course teaches you and your team how to deliver world-class service on a consistent basis. As a direct result, you can expect...

loyal customers who buy more, more often
fewer complaints and more compliments
enhanced reputation because your people 'delight' customers by willingly going the extra mile
reduced customer defection to competitors

These are all core business improvements that can significantly affect profitability and the bottom line.

'Act now and learn how to make every customer contact a positive one'

Don't wait to accelerate your success. Enroll now so you and your team can put a smile on every customer's face and boost customer loyalty.

No Risk Guarantee

You have peace of mind knowing you are not only getting great value for money, but also results that positively impact performance.

Our guarantee is simply this:

If you are not 100% happy and delighted with your workshop, we will either refund the difference between what you paid to what you think it was worth or we'll continue to work with you for free until you achieve the outcomes you reasonably expected.

Call us on 1300 661 555. Our Support Team are happy to answer any questions you may have and walk you through your options.

Any Questions?

You'll find answers to most of your questions on the Frequently Asked Questions page.

If you can't find what you're looking for, please contact us and our Support Team will respond to your enquiry with priority.

Your best-match Facilitators

Sydney - Jacqui Morrison or Hedley Galt

Melbourne - Kirk Fisher

Brisbane - Mark Jones, Catherine Gavigan, Darryl Stubberfield or Steve Weaver

Canberra - Jacqui Morrison

Perth - Darryl Stubberfield

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