Customer Service Skills

Can't spare the time for classroom training?

Would training your people be a logistical nightmare?

Do you want to make your classroom training more effective?

Is your team or company too small to justify an in-house program?

Is Customer Service still a vital issue?

Wentworth Training has just developed a comprehensive Online Learning program to build Customer Service skills, knowledge and understanding in all your people who deal with customers.

Features/Benefits:

• Fully interactive, using text, animation and audio - keeps the participants interested, involved and wanting to learn.
• Integrated learner management system - allows for monitoring and evaluation of learner activity.
• Australian content and examples - makes it relevant and effective.
• Between 4-6 hours of learning - comprehensive content looks at all main areas of Customer Service.
• Able to use in conjunction with classroom training - you can blend this program with existing training.
• Ability to print off learning notes based on content - managers and team leaders can follow up on learning with on the job coaching.
• Suitable for all types of service: telephone call centre, face to face, internal or external service.
• Suitable for all business sectors: retail, hospitality, federal or local government, finance, Telco's, manufacturing, IT, SME's.
• Ability to customise program to suit your needs.
• Modular approach: able to be worked on in small chunks thus not disrupting workflow.
• Internet based: can be used on any PC with Internet access and a sound card.

Key Content

• The importance of attitude
• Understanding different personality types
• First impressions
• Behaviour in service situations
• Telephone communication
• Body language and face to face communication
• Listening and questioning skills
• Handling complaints and angry customers

Who will benefit?

The program is ideal for anyone in a service role, whether that is in a call centre, dealing face to face with customers or working with internal customers. Examples used in the program include retail, hospitality, travel, professional service, trades and many others.

When is it most suitable to use?

The program is best used in the following situations:

• As part of an induction program, Customer Service Skills can be easily rolled out to all new staff.
• As part of a "blended solution" used in conjunction with classroom training on service. The course can be used to stimulate prior learning before attending a workshop.
• To deliver service training to staff and managers who would not otherwise receive any training due to low numbers or wide distribution of people. The course provides an effective, low cost solution to developing skills and attitude.
• To provide a training solution to Third party contractors who would not receive formal training.

> For more information visit www.cssonline.com.au