Upload
others
View
4
Download
0
Embed Size (px)
Citation preview
"A satisfied customer is the best business strategy of all."
Customer ServiceCourses
Professional Development Training has a specialised division of Customer Service
experts that will tailor the delivery of any of the courses to be specific to your situation and learning needs
WELCOME TO PD TRAINING
Our purpose is to help your organisation provide training and development to your people thatis on target, fun, retained, and above all - helps them achieve their goals.
Professional Development Training has a specialised division of Customer Service experts that
will tailor the delivery of any of the courses to be specific to your situation and learning needs.
Our extensive curriculum in Customer Service, outstanding depth of trainers across the country
and diverse range of industry experience means that pd training is the best choice for Customer
Service courses.
Customer Service Courses
Active Listening Training - The secret of great communicators!
Communication Skills Training
Conflict Resolution Training
Customer Service Training
Professional Telephone Skills
Body Language Training
FISH Team Building for Customer Service Teams
Managing Customer Service Training
FOR YOUR WORKPLACE LEARNING TO BE EFFECTIVE WE BELIEVE:
A GREAT IN-CLASS EXPERIENCE IS THE FOUNDATION All training is tailored to your specific needs and people
We can also create bespoke courses for your unique needs
We facilitate learning through a workshop style approach (facilitation - not lecturing)
IT IS IMPORTANT TO KEEP THE LEARNING ALIVE; WE PARTNER WITH YOU BEYOND THE CLASSROOMWhat happens in class is only 10% of the learning journey. To bring the other 90% of learning to life we:
Pre-class engagement to connect and improve the experience
Encouragement of self-directed application in the workplace
Support learner-driven reinforcement (complimentary for 12 months)
A great selection of resources for follow through action in the workplace
Cost effective coaching resources to help grow and mentor your learners
All-inclusive training resources so you can continue training internally
YOU NEED TRANSPARENCY TO OUTCOMESWe simplify the management of your training with reporting and transparency of outcomes to ensure success. Our cloud-based Training Management Centre is complimentary and provides you with:
Transparency to feedback
Transparency to on the job application
Transparency to learner-driven reinforcement
DELIVERY OPTIONS TO WORK AROUND YOUR OPERATIONAL NEEDS In-house - we can come to you for as little as 60-minutes
Public classes - come and see us (annual memberships available)
We provide you resources to train your team
Support your learners through:
Support you by offering:
EMBED LEARNINGA Great Training Course Is Only the Beginning to Lasting Change.
To Help You Get Lasting Change from Training We Engage Your Participants:
BEFORE TRAINING DURING TRAINING AFTER TRAINING
Pre course activity & chat with the trainer about personal learning goals
At the course conclusion participants are encouraged to add an action plan and select an accountability buddy
My Action Plan
Participants can access course
materials and extension
content + more
If they picked an accountability buddy, they would have that meeting as well
We welcome your participants for Refresher Training on our public classes at no
cost for 12-months (subject to availability)
All made easy via our Orgmenta participant app
MORE WAYS WE CAN HELP ACHIEVE LASTING CHANGE INCLUDE:
1. MAKE IT STICK PACKS - 6 MONTHS OF 10-15 MINUTE ACTIVITIES TO RUN AT MEETINGS Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.
When you choose this option, we provide your nominated Learning Champions with a 90 minute session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand-alone lunch 'n' learn sessions.
Make it Stick packs are available for all PDT Signature Series courses.
2. FOLLOW-UP COACHING BY OUR TRAINERS
Our Trainers can come back onsite and run coaching and reinforcement sessions for your team members. These sessions are most commonly 60 to 90-minutes long, and are designed to help people share, collaborate, gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.
Our purpose is to deliver lasting impact and we believe follow-up coaching is a powerful step in achieving this. To encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.
3. PHYSICAL PRODUCTS - VISUAL REMINDERS TO KEEP KEY CONCEPTS ALIVE
Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, which comes through REACH Profiles that are integrated into many of our courses.
The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.
The insights are put into practice by appreciating the benefits of our diversity and either learning toadapt or implementing a strengths-based management approach.
We have a great range of high-quality products that can keep these impactful moments top of mind back in the workplace.
Active listening is the key to effective communication as it requires a real two-way exchange of information between two or more people. There is a big difference between "hearing" someone speak and "listening with intent", so once you start using the active listening techniques taught in this course you'll experience better results in your relationships both at home and in the workplace.
The PD Training Active Listening training course teaches you crucial skills like how to how to listen attentively, how to show real interest, how to understand what you’ve heard and how to respond appropriately. This course touches on body language as well as specific types of questioning techniques. After learning and implementing these techniques you will become a more effective communicator in all situations.
PD Training's half-day Active Listening Training course is available now in Brisbane, Sydney, Melbourne, Adelaide, Canberra, Parramatta and Perth or can be customised and delivered at your chosen location.
Active Listening Training - The secret of great communicators! OUTLINE
Foreword:
Effective listening is actively absorbing the information given to you by a speaker and using specific techniques that show you are not only listening but keenly interested is what is being said, while also providing feedback to the speaker so that he or she knows the message was received. This fun and interactive Active Listening Skills Training Program will provide you with the practical skills and knowledge that will transform your personal and professional interactions and lead to more rewarding and meaningful communication.
Outcomes:
In this course participants will learn to: Engage more effectively through actively listening Understand the difference between ‘hearing’ and ‘listening’ Learn the techniques to listen actively
Increase their awareness of communication behaviours Understand how emotions effect their ability to listen Learn to paraphrase and restate for clarification Be able to manage and encourage constructive collaboration
Active Listening Training Course - Module 1Getting Started
Pre-Assignment Review
Workshop Objectives
Action Plans
Active Listening Training Course - Module 2How Well Do You Actively Listen?
Group Activity
Active Listening Training Course - Module 3What Affects Listening?
What Affects Listening?
Things That Prevent Us From Listening
Listen – Really Listen – Using Minimal Encouragers
Why Use Minimal Encouragers?
Active Listening Training Course - Module 4Determine Your Communication Behaviours
The Process
Step 1: Identify your C H O I
Step 2: Begin Your Personal Communication Evolution (C E)
Personality Types and Their Communication Tendencies
Active Listening Training Course - Module 5Verbal Communication Skills
Listening and Hearing; They Aren’t The Same Thing
Focused Listening
Asking Questions
Open Questions
Closed Questions
Clarifying Questions
Body Language
Active Listening Training Course - Module 6High Emotion – Low Intelligence
How to Accurately Perceive Emotions
Use Emotions to Facilitate Thinking
Manage Emotions
Active Listening Training Course - Module 7Tips and Tricks to Manage a Brainstorming Environment
Tips and Tricks
Active Listening Training Course - Module 8Wrapping Up
Words from the Wise
Action Plans
The Communication Skills training course from PD Training is one of our most popular courses and teaches you powerful concepts like how different personality types can influence communication, what your personal communication preferences are, and most importantly how to implement and use these skills immediately.
You’ll learn strategies for overcoming common communication barriers as well as essential skills like active listening, effective use of voice and tone, investigative questioning skills and exploring the importance of body language and the non-verbal communications coming from others.
If you have ever wanted to communicate with more clarity and impact, in any of your relationships, then this course was designed for you!
This popular professional development training course is available throughout Australia, including Brisbane, Sydney, Melbourne, Perth, Adelaide, Canberra and Parramatta.
Communication Skills Training OUTLINE
Foreword:
This communications skills training course helps people communicate appropriately and clearly in any situation. This is a great course for everyone as the benefits can have a positive effect on every aspect of your life. Learn to understand how you communicate, how others communicate and how to adjust your communication style to meet their needs. Discover how effective communication is greatly improved by understanding communication preferences based on personality type, and learn how to overcome some common obstacles to effective communication. This interpersonal Communication Skills training course will ensure that your colleagues, friends and family will receive your message clearly, which should improve your workplace relationships as well as your personal relationships in general. If you have never completed a communications course of this type, you are missing out on understanding some of the most fundamental concepts that will have a profound effect on your success in the workplace and life in general.
Outcomes:
After completing this course, participants will: Gain insight into their individual personality type and communication preferences by using our
proprietary profiling tool Learn to recognise other people's personality types and communication preferences Learn to adjust your own communication approach based on need and situation Understand barriers to effective communication and how to overcome them Learn how to effectively utilise pitch, tone and speed Master the S.T.A.R. method for speaking on the spot Learn to use and read body language appropriately Learn how to listen more actively and effectively Gain valuable insights by asking open-ended questions Become a more effective communicator through the use and application of practical tools
Communication Skills Training Course - Lesson 1Getting Started
Pre-Assignment Review
Workshop Objectives
Communication Skills Training Course - Lesson 2The LDP - Communication Evolution Tool
Communication Styles
Step 1: Identify your Style
Activity: Increase your awareness and adaptability
Step 2: Adapt your Approach
Communication Skills Training Course - Lesson 3 Understanding Communication Barriers
An Overview of Common Barriers
Language Barriers
Cultural Barriers
Differences in Time and Place
Communication Skills Training Course - Lesson 4 Paraverbal Communication Skills
The Power of Pitch
The Truth about Tone
The Strength of Speed
Communication Skills Training Course - Lesson 5Non-Verbal Communication
Understanding the Mehrabian Study
All About Body Language
Interpreting Gestures
Communication Skills Training Course - Lesson 6Speaking Like a STAR
S = Situation
T = Task
A = Action
R = Result
Summary
Communication Skills Training Course - Lesson 7Active Listening Skills
Seven Ways to Listen Better Today
Understanding Active Listening
Sending Good Signals to Others
Communication Skills Training Course - Lesson 8Asking Good Questions
Open Questions
Closed Questions
Probing Questions
Communication Skills Training Course - Lesson 9Appreciative Inquiry
The Purpose of AI
The Four Stages
Examples and Case Studies
Communication Skills Training Course - Lesson 10Mastering the Art of Conversation
Level One: Discussing General Topics.
Level Two: Sharing Ideas and Perspectives
Level Three: Sharing Personal Experiences
Our Top Networking Tips
Communication Skills Training Course - Lesson 11Conversational Psychology
Understanding Precipitating Factors
Establishing Common Ground
Using “I” Messages
Communication Skills Training Course - Lesson 12Wrapping Up
Words from the Wise
Action Plans and Evaluations
Learning how to manage and resolve conflict is a key skill for anyone who works in a team, communicates directly with customers or has a supervisory or managerial role. Resolving interpersonal conflict can be very empowering and should be a part of everyone's professional development goals.
This Conflict Resolution Course by PD Training provides techniques for individuals in an organisation to resolve workplace conflict and to build a common understanding and framework for working through challenging situations. The course was designed, after much research, to focus on the Win-Win Approach using the three critical skills of conflict resolution; Negotiation, Assertiveness and Persuasion.
These skills will enable the course participants to develop conflict resolution strategies for quickly and effectively recognising, resolving and preventing conflicts with others. Learn key skills like how to compromise and negotiate, finding the root cause of the issue, the importance of forgiveness, anger management strategies and de-escalating challenging situations.
Attend a 1-day Conflict Resolution Training Class, or have one of our professional trainers come to your workplace in Brisbane, Sydney, Parramatta, Melbourne, Canberra, Adelaide or Perth.
Please click on the Public Class tab below to view our Conflict Resolution course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.
Conflict Resolution Training OUTLINE
Foreword:
Conflict is the result of people having differing needs, opinions, expectations and often completely different individual perspectives. The reality of conflict is that in any human relationship it is inevitable, but if managed well, conflict can provide a powerful avenue for significant personal and professional growth. Conflict resolution involves recognising and managing a particular conflict as well as being aware of potential upcoming conflicts. This is an essential part of nurturing your relationships. Poorly handled conflict can affect both the employees and the clients, thereby negatively impacting the company’s bottom-line. To maintain your competitive advantage, you need the entire organisation to focus on developing conflict resolution strategies to quickly and effectively resolve conflict, while building trust and commitment with clients and colleagues.
Outcomes:
In this course participants will learn how to: Gain a thorough understanding of the sources, causes and types of conflict Master all six phases of the conflict resolution process Understand the five main approaches to conflict resolution Learn to apply conflict resolution approaches Learn how to use parts of the conflict resolution process to recognise and prevent conflict before it
escalates Develop communication tools such as agreement frames and open questions Learn practical anger and stress management techniques
Lesson 1Conflict Resolution Explained
Conflict Defined
Conflict Resolution Defined
Review the Conflict Resolution Process
Lesson 2Conflict Resolution using the Thomas-Kilmann Instrument
Collaboration
Competition
Compromise
Accommodating
Avoidance
Lesson 3Create a Neutral Atmosphere
Create Neutral Emotions
Setting Limitations
Choose the Right Place and Time
Lesson 4Finding Mutual Requirements
What I Need
What They Need
What We Need
Lesson 5 Identifying Individual Needs
What They Need (Expanded)
Creating a Positive Path
Creating a Strong Relationship
Lesson 6Identify the Real Issue
Examine the Root of the Problem
Design the Cause vs Effect Diagram
Forgiving is Essential
Discuss the Resolution Benefits
Lesson 7Creating Multiple Options
Creation vs Evaluation
Identifying Options for Mutual Gain
Further Options to Consider
Lesson 8Finding the Best Solution
List Solution Criteria
Short Listing Options
Comparing Solutions
Planning the Solution
Lesson 9Evaluate and Take Action
Evaluating the Current Situation
Choosing Appropriate Actions
Design an Effective Process
Implement the Action Plan
Lesson 10Additional Resources
Stress Management Techniques
Anger Management Techniques
The Agreement Frame Explained
Open-Ended Questioning
Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?
You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by
proactively anticipating your customers’ needs and exceeding their expectations every single time.
In this fun and exciting professional development course you'll learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.
The PD Training Customer Service course is fun and effective and will improve the way you approach delivering service to your clients. This course is available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.
Customised Customer Service courses are available for organisations that require specific scripts or product knowledge. Contact us today for a free quote!
Customer Service Training OUTLINE
Foreword:
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time. In order to achieve this, it is important to ask yourself some questions:
Do you or your staff have the right skill sets to deliver exceptional customer service? How do you currently improve your Customer Service Skills and approaches? Do you strive to continuously improve your customer service? Do you listen to your customers and their needs? Do you currently listen effectively to uncover the customer’s true needs? Are internal customers understood and prioritised?
This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service to both internal and external customers.
Outcomes:
After completing this course participants will be able to: Understand the significance of customer touchpoints Understand customer diversity Explore the principles of great service Apply critical communication skills Learn lessons from your most difficult customers Know how to defuse situations with customers and to handle tough situations Know how to contribute to and create a customer service culture
Customer Service Training Course - Lesson 1Good Customer Service Explained
Internal vs External customers
Customer Service Defined
Customer Service Delivery
Customer Service Training Course - Lesson 6Using the Telephone Effectively
The Pros and Cons
Phone Protocol
Suggestions for Best Practice
Customer Service Training Course - Lesson 2Attitude is Everything
First Impressions Count
Smiling for Success
Being Upbeat Open to Close
Produce Positive Outcomes
Customer Service Training Course - Lesson 7Using Email and/or Chat
The Pros and Cons
Email/Chat Protocols
Suggestions for Best Practice
Examples: chat and e-mail
Customer Service Training Course - Lesson 3Conducting Customer Needs Analysis
Determine the Primary Issue
Avoid the Assumption Mistake
Delivering Basic Services
Delivering Above Average Services
Customer Service Training Course - Lesson 8Working with Challenging Clients
Removing Client Emotions
Create Mutual Understanding
Set Your Boundaries
Removing Your Emotions
Customer Service Training Course - Lesson 4Creating Repeat Clients
Do What You Say You'll Do
Dealing with Dissatisfaction
Making the Most of Problem Clients
Customer Service Training Course - Lesson 9Escalation Techniques
Client Profanity Plan
Dealing with Verbal Abuse
Managing Personal or Company-Related Threats
Customer Service Training Course - Lesson 5Face to Face Customer Service
Dealing with Face-to-Face Enquiries
The Pros and Cons of Face-to-Face Communication
Understanding Effects of Body Language
Customer Service Training Course - Lesson 10Ten Things You can Do to WOW Every Time!
You'll Get our 10 Top Tips!
Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.
In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.
This practical and engaging training course is available now throughout Australia, including Brisbane, Sydney,
Melbourne, Adelaide, Parramatta, Canberra and Perth.
Please click on the Public Class tab below to view our Professional Telephone Skills Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.
Professional Telephone Skills OUTLINE
Foreword:
This Telephone Skills Training course will provide your staff with the skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently assist customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical and memorable customer experience.Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide the best outcome for the customer.
Outcomes:
After completing this course participants will have learned to: Learn how to provide effective client service over the phone Project a professional image over the phone Master a professional, effective & reassuring telephone voice Gain client's trust using proven communication techniques Learn to question effectively over the phone Master proven techniques to professionally manage irate customers Learn tips for handling a busy reception Phrase words more effectively for positive and clearer communication Establish the right words for unambiguous, positive & productive communication Leave effective voicemail messages
Professional Telephone Skills Training Course - Lesson 1Professional Client Service Explained
10 Commandments of Good Business
Effective Communication Explained
Effective Client Communication Skills
Using Emotional Intelligence
Professional Telephone Skills Training Course - Lesson 2Develop a Professional Telephone Voice
Pitch, Tone, Inflection
Five Qualities of a Professional Phone Voice
Voice Management
Voice Quality Checklist
Professional Telephone Skills Training Course - Lesson 3Building Client Trust
First Impressions Matter
Create a Relaxing Environment
Professional Telephone Skills Training Course - Lesson 4Common Cultural Barriers
Using Appropriate Phrases
Inappropriate Words to Avoid
Ending the Call Professionally
Professional Telephone Skills Training Course - Lesson 5Preparing for the Next Call
Manage Inbound Calls
Transferring Calls
Placing Clients on Hold
Phone Call Planning
Professional Telephone Skills Training Course - Lesson 6Powerful Questioning Techniques
Questioning Techniques Explained
Effective Questioning Techniques
Open and Closed Ended Questions
Clarifying Statements
Staying in Control of the Call
Arranging Call Backs
Avoid Saying Too Much
Getting to the Point Quickly
Things to Avoid
Professional Telephone Skills Training Course - Lesson 7Managing Angry Clients
Dealing with Irate Clients
Showing Concern and Empathy
Diffusing Angry Clients
Professional Telephone Skills Training Course - Lesson 8Managing the Reception Desk
Managing Customers at Reception
Managing the Phones at Reception
Professional Telephone Skills Training Course - Lesson 9Finding the Best Phrases
Dealing with Inbound Calls
Corporate Communication Policy
Professional Telephone Skills Training Course - Lesson 10Professional Voicemail Messaging
Leave a Professional Voicemail Message
Customised Voicemail Scripts
Closed Greetings
Internal Greetings
Professional Telephone Skills Training Course - Lesson 11Wrapping Up
Words from the Wise
The ability to understand body language is a powerful skill that will help you interpret what people are saying unconsciously. Known as "non-verbal communication", body language represents 55% of person-to-person communications, so learning how to use it and read it will give you a real advantage in improving your ability to communicate with others both in the workplace and at home.
The PD Training 1-day Body Language course teaches you how to recognise the body language of others, while
also helping you become more aware of what your own body is communicating. You’ll learn how to read facial expressions, hand gestures, body posturing, voice variations and unconscious movements. You'll also be exposed to the differences in genders and how to use body language to your advantage.
Our fascinating Body Language training courses are available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.
Please click on the Public Class tab below to view our Body Language Training course schedule by city or click the In-House Training tab to receive a free quote for customised courses delivered at your preferred location.
Body Language Training OUTLINE
Foreword:
The ability to interpret body language is a skill that will enhance anyone’s career. Body language is a powerful, subconscious form of communication, and just like any other form of communication, it can be improved with practice. Whether in sales or management, it is essential to understand the body language of others and to know exactly what your own body is communicating.
This intriguing professional development training course will teach you the secrets of how to identify what people are really thinking and feeling as expressed by their body posturing, hand gestures and facial expressions. There are also cultural differences to take into consideration as some cultures have very vivid and wild gesturing while others are very somber and reserve. There are also gender-related body language patterns that require consideration too.
Outcomes:
In this course participants will: Understand the range of nonverbal behaviours that comprise ‘body language’ Understand the nuances of handshakes and touch Understand how your personal style influences your body language Match body language to words Know how to read facial expressions Interpret common gestures Interpret eye contact Understand power poses Know the sign of a fake smile and when someone is lying to you Understand the differences in body language across cultures
Body Language Training Course - Lesson 1Introduction
The Parking Lot Explained
Course Objectives
Taking Action
Body Language Training Course - Lesson 2Communicating with Your Body
Interpret a New Language
The Power of Paraverbal Communication
Bodies Speak Louder than Words
Body Language Training Course - Lesson 3How to Read Body Language
Head Movement
Translate Gestures into Words
Open vs. Closed Body Language
Watch Eye Movement
Body Language Training Course - Lesson 4Body Language Assumptions
Common Postures
Personal Space Invasion
Reactive Movements
Fidgeting and Boredom
Body Language Training Course - Lesson 5Male vs Female Variations
Facial Expressions by Gender
Personal Space Differences
Common Female Body Language
Common Male Body Language
Body Language Training Course - Lesson 6Nonverbal Signals
Gestures and Hand Signals
Sending Signals to Others
It's Not What You Say, It's How You Stand
What is Your Posture Communicating?
Body Language Training Course - Lesson 7Facial Expressions
Emotions Displayed
Micro-Expressions
Facial Action Coding System (FACS)
Universal Facial Expressions
Body Language Training Course - Lesson 8Body Language in the Workplace
Communicate with Power
Cultural Differences
Building Rapport and Trust
Using Mirroring
Body Language Training Course - Lesson 9Are They Lying?
Hand Movements
Forced Smiles
Eye Movement
Changes in Posture
Body Language Training Course - Lesson 10Using Body Language
Becoming Aware of Your Signals
Communicating with Confidence
Posturing Explained
Practicing in the Mirror
Body Language Training Course - Lesson 11Match Your Words with Your Body
Involuntary Movements
Say What You Mean
Staying Consistent
Actions Will Trump Words
Body Language Training Course - Lesson 12Workshop Wrap Up
Words from the Wise
Are you looking for a practical, fun and respected team building and cultural improvement program for your customer service team? Then FISH! is the solution you’ve been looking for.
The PD Training FISH! Team Building for Customer Service Teams provides a training intervention that will transform your customer service methodology. Provide your customer service team with inspiration and proven tools to improve your internal culture and your customer’s engagement experience.
The FISH! philosophy has transformed team cultures and teamwork around the planet, so learn why it is so successful today.
This dynamic and highly valuable training course is now available Australia-wide including Brisbane, Sydney, Melbourne, Perth, Adelaide, Canberra and Parramatta.
Contact us today for a group quote.
FISH Team Building for Customer Service Teams OUTLINE
Foreword:
FISH! Team Building for Customer Service Teams is a one-day workshop that empowers your customer service team to embrace the FISH! Philosophy and build a highly effective customer service culture. By allowing your customer service staff to attend the course, you will begin the process of building a high performance culture within your customer service team.
Outcomes:
FISH! has been called an antidote to cynicism, depression, burnout and anger. Our clients are using it for nearly every issue facing business today: leadership, orientation, teamwork, retention, creativity, customer service, quality improvement, change — anything involving human interaction.By the end of this course, participants will:
develop a shared vision of how to serve customers, internal and external clarify common values of how to treat each other recognise new opportunities to make a positive difference for others become more proactive in creating a more effective environment
Introduction
The four FISH! practices
Practice 1: BE THERE
Be there builds relationships by:
Being fully 'present' with customers and co-workers
Listening to understand your customers and co-workers
Taking action based on awareness
Practice 2: PLAY
Play encourages creativity and fun through:
Curiosity - learn how curiosity unleashes creativity in a customer service setting
Freedom to innovate - learning to be free to "try things out" as a team
Freedom to be you - learning to be your natural self in any customer service setting
Trust and the playing field - setting the boundaries
Creating an environment of play in a customer service setting
Practice 3: MAKE THEIR DAY
Make Their Day reminds us to serve customers and co-workers by:
Learning to value and recognise customers as people
Learning to be genuinely selfless toward customers
Learning to be aware of your customers needs - creating a delightful atmosphere
Practice 4: CHOOSE YOUR ATTITUDE
Choose your attitude helps you in a customer service setting to:
Practicing to become aware of your attitude toward customers
Making a conscious choice - are your choices and attitudes helping your team and customers?
Live in alignment with your intentions - learning to be ancored to a customer service mindset
Taking a closer look
Assess how your customer service culture is living each of the "four practices"
How well do I live the practices?
Short test on how you live the four practices
Top of mind issues/team solutions
Identify a list of top of mind issues
Identify ways to address these issues
Action planning
Identify tangible customer service goals that impact others
Learn to put in place accountability measures to improve success of your customer service initiatives
Want to form a habit?
Creating a 21 day habit forming calendar
Your life title
Beyond the workplace self-survey
Looking at how you live the four practices in life
What's possible now?
Finding the limitless possibilities with the four practices
Good customer service management leads to enhanced customer satisfaction, increased sales, better retention of customers and improved word-of-mouth advertising by motivated, raving fans.
Managing customer service requires the use of many skills such as measuring and managing performance, problem solving, and incorporating flexibility as a key aspect of customer service.
The PD Training Managing Customer Service Training Course provides knowledge and skill development in leading, modeling, focusing, managing and promoting the values that boosts customer service.
This highly valuable and dynamic training course is now available throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Canberra, Parramatta and Perth and also via instructor-led online training.
Please click on the Public Class tab below to view our Managing Customer Service Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.
Managing Customer Service Training OUTLINE
Foreword:
During the training course, participants develop knowledge and skills in understanding the role of a manager in customer service, establishing links between business practices and customer service, discovering ways to engage employees, understand customers’ needs, and more. Managing Customer Service Training Course is designed for easy and essential understanding and skill development so that managers and supervisors develop the ability to enhance their job skills.
Outcomes:
After completing this course, participants will have learned to: Identify ways to establish links between excellence in customer service and your business practices and
policies. Develop essential skills and practices in managing customer service Understand leadership Recognise what employees are looking for to be truly engaged. Manage performance Recognise who the customers are and what they are looking for. Use onboarding and orientation Develop strategies for creating engaged employees and satisfied customers in whatever business units
you manage. Understand and use the six critical elements of customer service Use the five practices of leadership
Managing Customer Service Training Course - Lesson 1Getting Started
Icebreaker
Pre-Assignment Review
Workshop Objectives
Managing Customer Service Training Course - Lesson 2Six Critical Elements
Element One: A Customer Service Focus
Element Two: Defined in Your Organisation
Element Three: Given Life by the Employees
Element Four: Problem Solving
Element Five: Measure It
Element Six: Reinforce It
Measurement in Practice
Managing Customer Service Training Course - Lesson 3Understanding Leadership
About Leadership
Understanding Your Comfort Zone
Managing Performance
Servant Leadership
Onboarding and Orientation
Managing Customer Service Training Course - Lesson 4Five Practices of Leadership
Challenging, Inspiring and Enabling
Modeling and Heart
Practices in Practice
YEARLY AT PD TRAINING
15,000 PEOPLE 390 CITIES Over 15,000 people Over 390 Cities
in workshops in 16 Countries
1,300 CLIENTS 4.5 STAR FEEDBACKOver 1,300 Corporate, Participants 4.4/5 Government & NFPs Their employer 4.5/5
10,000 PROFILESAha moments for 1000's of people
WHY PD TRAINING?Our purpose is to help your organisation provide training and development
to your people that is on target, fun, retained and above all helps them achieve their goals.
PD Training has been providing learning solutions for over 10 Years with a continuous improvement methodology.
After incorporating feedback from 400 trainers each year and 15,000 participants spread across 22
countries we are able create outstanding learning experiences that promotes lasting change, are cost
effective and that changes lives.
WE GIVE WITH PURPOSE AND IMPACT GLOBALLY.
Our Partnership though B1G1 allows for us to provide social impact to the
world on behalf of our participants and bookers. To date through every training
course booked through PDT training we have been able to deliver numerous
impacts of quality education, health and wellbeing, and activities to reduce
poverty.
Join thousands of organisations that have grown their people withPD Training through outstanding learning experiences.