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Customer Service
Going that extra mile with your company’s customer service will set you apart from your competition. But, most importantly, it will also make you better than your competition.
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INTERACTIVE
Approaching New Customers Module
This module explores the interaction between the organisation and its customers. We will look at the importance of knowing your product, building a rapport and understanding the customer’s needs. You must gather information, present solutions, handle objections and gain commitment to make the sale.
INTERACTIVE
Approaching New Customers Video Plus
This module explores the interaction between the organisation and its customers. We will look at the importance of knowing your product, building a rapport and understanding the customer’s needs. You must gather information, present solutions, handle objections and gain commitment to make the sale.
INTERACTIVE
Know Your Customer Video Plus
This module explores the different types of customer and the importance of meeting the customer’s needs, both stated and un-stated. We will look at ways in which you can get to know your potential customers and how you can inform them of your organisations products and services. The more information you know about your customers, the more able you’ll be to meet their needs and deliver a positive experience.
INTERACTIVE
Handling Complaints Module
This course explores complaints and how they can help an organisation to improve and exceed customer expectations. We will look at types of complaints, how to deal with them and steps that can be taken to resolve them.
INTERACTIVE
Handling Complaints Video Plus
This course explores complaints and how they can help an organisation to improve and exceed customer expectations. We will look at types of complaints, how to deal with them and steps that can be taken to resolve them.
COURSE
Advise on Products and Services
Interaction Training
1 hr
A$60
Customers respond positively to enthusiastic sales people who show passion for their products and eagerly share the benefits with them. A positive touch tends to be infectious, but it will be difficult to achieve if it does not have substance or does not relate to customer needs. In this course, we focus on the substantial product knowledge that is essential to accurately and persuasively present products and services.
INTERACTIVE
Know Your Customer Module
This module explores the different types of customer and the importance of meeting the customer’s needs, both stated and un-stated. We will look at ways in which you can get to know your potential customers and how you can inform them of your organisations products and services. The more information you know about your customers, the more able you’ll be to meet their needs and deliver a positive experience.
COURSE
Improve your Customer Service Culture with FISH!
FISH! ELearning
Course Description Studies show a great culture drives great performance. This course develops essential relationship skills that improve teamwork, service and retention. It’s a convenient, effective way to learn or reinforce The FISH! Philosophy.  Learning outcomes: Learn how to Be There when people need you Turn routine interactions into Make Their Day moments Be accountable for your attitudes Be more aware of your impact (vital for leaders) Increase enjoyment and creativity Course Structure This course will take approximately 60 minutes to complete and will include video, situational activities, workplace & personal assessments and action planning. Each module will need to be completed in full before exiting and saving the course. There are four modules in total and at the end of the course you will have generated your personalised action plan. Upon completion you will receive a Certificate of Completion. Please print both your action plan and your certificate and keep for future reference.  Although this course can be completed on all devices it is recommended that you complete the course on your computer or tablet for the best experience. Happy Fishing!  
INTERACTIVE
Maintaining Existing Customers Module
This module explores ‘moments of magic’ and how these ‘moments’ can generate return business. This involves providing great customer service and exceeding customer expectations. We will look at communication between the customer and the organisation and the importance of a customer care strategy.
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COURSE
The quality customer service process
Interaction Training
1 hr
A$60
The simplest way to foster customer loyalty is to adopt an ethos of quality customer service. From word-of-mouth to loyalty rewards programs, it is amazing how quality customer service brings repeat business. Training your team to have superior service skills is the first pillar of loyalty success. In this course, we embrace that shift as we investigate the Quality Customer Service process, where the first step is to determine who your customers are. 
INTERACTIVE
Maintaining Existing Customers Video Plus
This module explores ‘moments of magic’ and how these ‘moments’ can generate return business. This involves providing great customer service and exceeding customer expectations. We will look at communication between the customer and the organisation and the importance of a customer care strategy.
COURSE
Quality customer service skills
Interaction Training
1 hr
A$60
Customer service representatives may interact with customers face-to-face, over the telephone, or via any of the electronic communication options. They will have to deal with the public, which will include the challenge of handling difficult or irate customers. In this course, we investigate the technical and social skills that are crucial to effective customer service. 
COURSE
Customer | How to Understand Customer Needs
user.1 learoy.mygo1.com
A$25
Be guided on understanding the modern customer and how their needs have changed over time. There is no question about the impact great customer service has on an organisation. How to understand customers' needs will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour. We see it often – an organisation says they're customer centric and have a customer strategy to prove it, so why do they provide such a poor customer experience? Looks like a chicken, clucks like a chicken… But it's not a chicken?! This course will help you understand how your internal processes impact your external service. It gives you tools to determine the factors that create customer value and links your service to outcome. You will also be guided on understanding the modern customer and how their needs have changed over time. That customer experience strategy of yours may just need a little tweaking so that you can truly respond to your customers' needs. Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you're trying to create. Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We're excited about education and want to give you the opportunity to be the best you can be. Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to understand customer needs. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations. This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey. What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.    
COURSE
Customer | How to Build Customer Loyalty
A$25
Understand which loyalty strategies work and how in your business. Relationships and loyalty play a big role. There is no question about the impact great customer service has on an organisation. How to build customer loyalty will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour. This course will give you the tools to move away from transactional customer interactions towards creating advocates and lifetime loyalty. You'll understand which loyalty strategies work and how they could work in your business. The customer experience is a human experience. This means relationships and loyalty play a big role; the stakes are high if you don't start recognising your customer as more than just a single point of sale. Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you're trying to create. Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We're excited about education and want to give you the opportunity to be the best you can be. Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to build customer loyalty. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations. This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey. What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.
COURSE
Customer | How to Develop Customer Centric Metrics
A$25
To inspire good customer service behaviour, we must be able to measure customer experiences meaningfully. There is no question about the impact great customer service has on an organisation. How to develop customer metrics will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour. 'But I've told my people how important good customer service is, and they're still not providing it!' Have a look at how you're measuring your people. To inspire good customer service behaviour, we must be able to measure customer experiences meaningfully. This course will give you the tools needed to choose effective customer metrics, measure appropriately and integrate them into staff KPI's – to drive the behaviours you want. Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you're trying to create. Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We're excited about education and want to give you the opportunity to be the best you can be. Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to develop good customer metrics. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations. This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey. What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.
COURSE
Customer | How to Manage Customer Feedback
A$25
Create an environment that welcomes customer feedback. Educate your team on how to handle feedback and use it to improve There is no question about the impact great customer service has on an organisation. How to manage customer feedback will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour. Bill Gates once said: “Your most unhappy customers are your greatest source of learning”. Make sure you use this as a source of inspiration! Create an environment that welcomes customer feedback. Educate your team on how to handle feedback and use it to improve. Predict potential issues before they arise and give people the tools they need to deal with any issues. You'll create a more empowered workforce, who will inevitably provide a better customer experience. Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you're trying to create. Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We're excited about education and want to give you the opportunity to be the best you can be. Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to manage customer feedback. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations. This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey. What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.    
COURSE
Customer | How to Map out the Customer Journey
user.1 learoy.mygo1.com
A$25
What are the critical points in the customer journey, and how can you make sure their experience is a positive one? There is no question about the impact great customer service has on an organisation. How to map out the customer journey will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour. If you want to provide an amazing customer experience, you need to understand the journey of your customer. What are the critical points in their journey, and how can you make sure their experience at these points is a positive one? Mapping out the customer journey will give you insight into their experience. It also helps to establish key areas of focus and encourages a better sense of direction for your customer strategy. Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you're trying to create. Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We're excited about education and want to give you the opportunity to be the best you can be. Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to map out your customer's journey. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations. This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey. What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.
COURSE
Retail Excellence - Customer interaction
Catalyst Education
A$34.95
In retail, customer satisfaction is determined by how well a customer's needs have been met before, during and after any sales or service interaction. Providing a level of customer service that exceeds a customer's expectations should be the objective of each interaction that you have. This can be achieved by using a standardised process that follows a series of logical steps designed to maximise the efficiency and effectiveness of every customer interaction. By the end of this module, you  should be able to: Identify and explain the steps of an effective customer interaction, Describe the benefits of applying a standardised process to customer interactions List the differences between a good customer interaction and a poor one.
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