Customer Service

Working in today’s health sector can be challenging, demanding and confronting. Between Increasing workloads, stretched budgets and heightened political scrutiny, it’s easy to forget why you embarked on a health career! Undoubtedly for most health professionals, their career choice had a lot to do with improving outcomes for patients and somehow making a difference.

However, this original motivation can get hazy when dealing with the day to day challenges of the workplace. Wouldn’t it be great if you could recapture some of that energy and motivation you had when you started out on your health career? Discover proven ways to refocus your priorities and recapture your patience for patients!

Would you like to attend this program?

• For maximum effectiveness, this program is best conducted as an in-house program.
• Ideal group size: 4 – 10 participants.
• Venue: For your convenience, you can choose to conduct this program at your premises. Alternatively, we can provide a training venue at a small additional cost
• Duration: This program can be conducted as a one day or half day program
• Cost: Price on request.

If you would like more information on this training program, please contact: Preferred Training Networks on 1300 323 752 Email: Deborah [email protected]

Setting positive customer experiences is a science and is proven to boost stakeholder engagement levels and simultaneously increase brand loyalty levels. Discover innovative ways to positively change your customers experience and interaction with your organisation.

Positive customer experiences – Who does them well?

The local ice cream store – Have you noticed that delightful aroma when you walk by your ice cream store. That aroma is manufactured and deliberately pumped out as there is a link between the inhaled positive experience and increased sales.

Courier companies – Many couriers are encouraged to leave your building at a fast pace. This gives some customers an implied e is that you are so valuable that they are running to meet your expectations. Watch as the couriers get round the corner and they dramatically slow down.

Disneyworld – One of the pioneers of setting positive experiences. They’ve replaced ‘hiring’ with ‘casting’. Visitors are always referred to as ‘guests’. Every experience you have at Disneyworld is finely crafted to ensure your experience is superb. This contributes to your likelihood of being a repeat visitor in the future.

Bunnings – Now here’s an experience. The BBQ and sizzling at the entrance. The children excited at the children’s activities section and the fenced playhouse. Stores are integrated and all staff wear an apron. Who would have thought a hardware store could deliver these experiences.

And who doesn’t?

We’ve all spent time queuing and waiting for customer service. Same old straggly line. No-one in the line is very happy. What can the service providers do to improve your experience?

Make sure to ask the presenter how an airline dramatically reduced the amount of complaints from people queuing at the baggage pick up carousel despite making no improvement on the waiting time

Would you like to attend this program?

For maximum effectiveness, this program is best conducted as an in-house program.

Ideal group size: 4 – 12 participants.

Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.

Duration: This program can be adapted to meet your requirements.

Cost: Price on request.

Target Audience: Employees, Supervisors, Team Leaders, Senior Managers or CEO’s.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

• Understand and achieve expectations set by the organisation
• Communicate effectively with clients, managers and colleagues
• Explain what affects your client’s expectation of your product/service
• Understand that each ‘moment of truth’ with your client can affect future interactions
• Position your organisation as a valued asset to your clients
• Apply active listening and questioning skills
• Describe the importance of service quality
• Discuss the reasons (that the academics agree)why clients will leave for a competitor

Develop an Action Plan

1. How to develop rapport with clients.
2. How to find out what they expect from you and your organisation.
3. How to ensure what you deliver is what the client expects – this is not easy.
4. What to do if you think the client is going to depart and join a competitor.
5. Understand the psychology of how perceptions are formed in the mind of your clients.

Managing Client Expectations In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

Ideal group size: 4–12 participants.

Venue: For your convenience, you can choose to conduct this program

Duration: This program can be adapted to meet your requirements.

Cost: Price on request.

Target Audience: Anybody who communicates with your clients.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

Our phone etiquette training enables participants to handle a telephone call more professionally. Our phone skills training helps people to understand the needs of customers and use the phone effectively

Ask yourself the following about your telephone skills?

1. We give 100% attention to all our calls.
2. We always ask for all the details from the caller before finishing the call.
3. We are always prepared before answering the phone.
4. We never rush in to pick up the phone.
5. We never put the caller on hold for too long, even when we do not have the answer.
6. We know how to deal with callers who are difficult and uncooperative.
7. We practice active listening skills and questioning skills.
8. We have a standard opening greeting for all our calls.
9. We do not feel helpless when the caller is aggressive.
10. We always summarise the message of the caller before ending the call.
11. We wait for the phone to ring 3 times before answering it.
12. We always change our tone and voice based on the nature of the call and type of caller.
13. We constantly explore new alternatives to up-sell new products/services.

Telephone Skills In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

• Ideal group size: 4–12 participants.
• Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
• Duration: This program can be adapted to meet your requirements.
• Cost: Price on request.
• Target Audience: Employees, Supervisors, Team Leaders and Managers.

Looking for telephone training in Brisbane, Melbourne, Sydney, Adelaide, Canberra, Perth or Tasmania? Improve your telephone skills with our course.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

Everyone is a customer. Maybe you have a recurring issue with an internal customer. You just can’t see eye to eye. Even a minor dispute flares up because of your relationship. Or maybe it’s your biggest external customer who is always being difficult, yet people turn a blind eye. So, what do you do? Are you helping or hindering the situation? Are you sometimes difficult yourself? Here’s an opportunity to untangle difficult relationships. This tailored ‘Dealing with Difficult Internal and External Customers’ course is very popular as it also helps draw a line in the sand. The next day is ripe for fixing fences and building better relationships.

Here are some questions you might be asking yourself?

How do I manage difficult customers? Why are some customers more difficult than others? What should I do when dealing with a difficult customer?

‘Dealing with Difficult Internal and External Customers’ In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

Group Size: An ideal group size is 4–12 participants.

Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.

Duration: Can be adapted to your timeframe.

Cost: Upon request.

Target Audience: Staff, Team Leaders, Supervisors and Management

If you would like more information on this training program, please contact Preferred Training Networks on 1300 323 752.

We have more amazing trainings lined up for you like: customer service management training, negotiation skills training, and performance management training. You can get in touch with us if you have any queries. We will be delighted to hear from you.

Plan of action

Participants will learn proven skills to build relationships with internal and external customers. Participants are often surprised how moments of truth impact both transactional and relationship based interactions. This course helps blueprint the customers experience and highlight opportunities to improve your level of service and customer relations.

This course captures the behaviours that build relationships with customers. By developing some key mentoring skills, your workplace champions will be able to embed these behaviours to your newer recruits or inexperienced representatives.

Would you like to attend this program?

• For maximum effectiveness, this program is best conducted as an in-house program.
• Ideal group size: 4 – 10 participants.
• Venue: For your convenience, you can choose to conduct this program at your premises. Alternatively, we can provide a training venue at a small additional cost
• Duration: This program can be conducted as a one day or half day program
• Cost: Price on request.

If you would like more information on our customer relations training program, please contact: Preferred Training Networks on 1300 323 752 Email: [email protected]

MANAGING THE PLASTICITY OF YOUR SERVICE DELIVERY
Your customers continually form perceptions of your services. The key is to make as many positive perceptions as possible through positive customer experiences. Often you can’t control the outcome for the customer but you can control the experience the customer receives.

For maximum effectiveness, this program is best conducted as an in-house program.

Target Audience: Public Sector Staff and Management

Cost: Price on request.

Timeframe: This course can be modified to fit with your timeframe.
Venue: For your convenience, you can choose to conduct this program at your workplace. Alternatively, we can provide a training venue at a small additional cost.

If you would like an obligation free quote, Please contact:

Preferred Training Networks on 1300 323 752

Email: Deborah at [email protected]

or visit our website today: www.preftrain.com

It is critically important to deliver exceptional customer service consistently. Even when a customer’s needs cannot be met, it is crucial that their expectations be managed. Participants will also learn how to set positive experiences for customers which are proven to increase customer retention and boost loyalty levels

Common queries we hear:

How do I improve customer service? How can I make our customers more loyal? How do I deliver exceptional service to the customer? How do I stop customers from being so price sensitive?

Customer Service Skills Program Outline

This program can be facilitated in-house or virtually.

‘Customer Service Skills’ Workshop Guidelines

• Group Size: An ideal group size is 6 – 10 participants.
• Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a venue at a small additional cost.
• Duration: This course can be tailored to meet your timeframes
• Cost: Upon request.
• Target Audience: Customer-facing staff, support teams, receptionists, and team leaders

At Preferred Training Networks, we have more comprehensive courses like: workplace resilience, strategic planning courses, and business report writing. If you have any queries pertaining to any of these courses, feel free to contact our team today.

Customer experience mapping is a methodology used to discover how customers (and potential customers) feel as they experience your services. Customer experience mapping will allow your organisation to identify the required skills and knowledge to deliver a positive customer experience.

Stage 1 — Customer Experience Workshops (2–3 workshops)

These professional workshops are designed to map the customer experience. Using a visual/process mapping process, participants will analyse and map the touch points with the customer. This proven process is also known as journey mapping. You can also identify moments of truth to enhance the customer’s experience. Don’t make the overcomplicating this process as you could get lost in Stage 1 for years (with no actual result).

• Chart the course of the customer
• Advantages and disadvantages of “Net Promoter Score”
• Identify the truth about the customer experience
• Tell the customer story

Participants will then use this information to analyse the skills that staff would require to ensure a positive customer experience. This process involves identifying how and when staff can positively influence the customer experience and the role that learning and development can play. This information will form the basis of the learning content and format. It is recommended to run up to 3 Customer Experience workshops with key stakeholders and internal influencers. There is also a debrief session with management at the end of Stage 1 with key findings and recommendations.

Stage 2 — Design and Development

Stage 2 will involve designing and developing a learning program based on the outcomes of the Customer Experience Mapping workshops which means that the learning program will focus on developing staff to deliver on the customer experience. This stage will include developing a range of learning and activities and formats that will allow you to build individually focused learning programs based on staff needs.

Stage 3 — Execution

The next stage is delivering the learning programs. Learning programs can be arranged as stand-alone activities or as part of an agreed development plan or curriculum for individual staff. This means that staff can either focus on very specific development needs (e.g. Challenging Conversations) or a development program that includes a range of learning programs and activities. During the execution phase, we will work closely with the learning and development team to evaluate the learning programs to ensure relevance and effectiveness. During the execution stage we will employ a rapid design process to design and develop learning programs as the need arises.

Where to from here?

Other complementary activities include sales training programs, training for dealing with difficult or angry customers, persuasion skills training, customer service skills training and other soft skills development training. 

For a no obligation free consultation please contact our offices 1300 323 752

There has been a major push in Australia towards ITIL® (Information Technology Infrastructure Library). This is becoming a default standard in the IT industry. This identifies that IT is a service and all IT workers are service providers. However, this breakthrough course goes further and creates a “service” culture and mindset within the IT Department. Imagine taking your IT Team to the brink of customer service excellence where they are completely engaged by the service nature of their role too. There is a perception that some IT workers don’t really want to be “service providers”. Ideally IT should be like every other top quality internal service.

Test the quality of your existing IT service delivery

Just answer Yes or No to the following statements:

1. Our IT Department responds to all queries in a timely manner Y | N
2. Our IT people are always polite Y | N
3. Our IT people are comfortable being in a customer service role Y | N
4. Our IT people avoid jargon and communicate clearly Y | N
5. Our employees rate the IT service delivery highly Y | N
6. Our IT people communicate delays in advance when possible Y | N
7. Our IT people take responsibility for problems instead of blaming “other people” Y | N
8. Our IT people are open-minded to new ideas to improve the overall service Y | N
9. Our IT department works seamlessly Y | N
10. Conversations with the IT department usually end amicably Y | N
11. Our IT people do not appear frustrated when contacted Y | N
12. Our IT people follow up to ensure critical problems have been rectified Y | N

If you have answered No to more than 3 of these questions, you should strongly consider this course for your people.