Customer Service Excellence The University of Sydney

Overview

This Customer Service Excellence course at The University of Sydney aims to help you:

• understand the importance of customer service excellence for your organisation’s development, growth and reputation
• connect with your customers, and build trust and loyalty
• use effective verbal, non-verbal, and written communication to identify your customers’ needs and personalise their experience
• learn how to anticipate and respond to your customers’ needs and defuse difficult situations
• develop your conflict resolution and problem solving skills.

What you will learn

By the end of this Customer Service Excellence course offered by University of Sydney , you should be able to:

• greet customers with confidence and ease, creating a positive first impression

• build rapport by using body language and voice effectively

• manage customer emotions and expectations before delivering a solution

• ask good questions to identify customer needs; as well as build your listening skills to discern these needs

• allow the customer to feel in control whilst generating options within available resources

• set healthy boundaries with difficult customers to generate respect whilst working to an acceptable solution for both parties

• identify the impacts of poor customer service

• deliver effective customer service across a range of channels – face to face, phone and online, following a disciplined process to meet customer expectations and then achieve excellence

• build customer loyalty by delighting the customer, resulting in a low cost to the organisation and your personal contribution to the success of the organisation

• handle customer complaints and misunderstandings in a positive and effective manner

• work towards customer service metrics that denote the required level of satisfaction from customers.