Understanding your Customers & Delivering Great Service

Benefits for Staff

As a result of attending this training staff will learn how to:

• More effectively communicate with customers
• 'Manage' internal customer expectations and issues
• Improve service delivery

Overview

This program is designed to assist staff in improving service to internal customers and to deal more effectively with internal customer service issues.

Topics include:

• Fundamental principles for success with servicing internal customers
• Communicating effectively with internal customers
• Managing expectations of internal customers
• Dealing effectively with customer service issues, complaints and difficult customers without getting into conflict or, when this occurs, handling it appropriately
• Identifying barriers to service delivery (what makes it difficult for us to deliver great service) and opportunities for improvement
• Utilising a range of techniques to better understand service delivery processes and develop innovative solutions to service issues

For specific details of public sessions of this program held in your state please click here

To find out about this training being delivered at your Council please click here