Customer Service Excellence
Duration: 1 DayInvestment: $605 incl GST
Delivery: Face 2 Face & Webinar
(Delivery methods are subject to change)
Target Audience
All Council Staff
Overview
This interactive training program aims to assist participants to shift their mindset to the dedicated delivery of outstanding customer service to both external and internal customers. Delivering customer service in a local government setting can be challenging; and it can also be very rewarding.The training supports participants to develop a solid understanding and knowledge of best practice customer service. Upon completion of the training participants will have fine-tuned their service delivery skills to be able to confidently deliver customer service that is prompt, friendly, courteous and efficient.
The use of group discussions will allow participants plenty of opportunity to raise the challenges they experience in the workplace in a safe and supportive setting. Local government-contextualised examples will assist the participant to transfer all learnings to the workplace.
Key Learnings
- What customer service is and why is it important?
- Who a customer is
- How to deliver a professional approach to customer service
- Importance of active listening skills
- Questioning skills as a tool to excellence in customer service
- Effective telephone techniques
- How to deal with complaints and difficult or aggressive customers
- How to actively seek feedback and use it to improve customer service
Facilitator
Barbara Chappell is the author of the LGA Community Engagement Handbook and the City of Onkaparinga’s Community Engagement Handbook which won the IAP2 Core Values Award for Best Policy Framework 2007. She holds a Master of Conflict Management from the University of South Australia; and post graduate qualifications in Dialogue and Deliberation from the Fielding Graduate University in Santa Barbara USA.
Barbara is licensed to train the International Association for Public Participation (IAP2) Foundations Program and Strategies for Dealing with Opposition and Outrage Management courses. She has delivered the training across Australia, in Singapore, Jakarta, San Diego, Ottawa and Tel Aviv. She works with Councils and community groups throughout South Australia to raise awareness of community engagement practices.
Additional Information
What ‘Delivery Options’ are available for this session?If a session is scheduled, the delivery options can be found below in the location field of the ‘Upcoming Workshops’ section. (Address = Face 2 Face delivery, Webinar = Virtual delivery)
No ‘Dates’ scheduled?
Complete our ‘Enquiry Form’ to be added to our waitlist and notified of upcoming dates.
Are you eligible for a ‘Group Discount’?
If you have 5 or more Members/staff from your council interested in a scheduled course, you may be eligible for a group discount. Request a ‘Group Discount eQuote’.
Interested in having this program brought ‘In-House’ to your council?
Check your eligibility by requesting an ‘In-house eQuote’.
For further information about the content of this program, please contact LGA Training on 8224 2000 or at training@lga.sa.gov.au.
Please understand that by registering, you are accepting our policy conditions. For a copy of our policies, please click here.
