5 Star Service
Why do the Workshop
Service in today’s world is extremely competitive; customers
are more educated and have higher expectations. A greater variety
of products and services and purchasing options now provide customers
with more choice. Customer service is a highly recognised skill
and an essential element of achieving success in every industry
and every career path.
About the Workshop
This is an interactive and dynamic workshop that focuses on teaching
exceptional service principles and methods using the ‘5 Star
Service’ tool. This tool provides the structure for learning
the most effective methods for building successful relationships
with customers and strategies to maintain a consistently high level
of service delivery. The techniques and behaviours learnt from this
workshop are applicable to all customer contact environments.
Increase Your
- Professional service standards
- Confidence and motivation
- Operational efficiency
- Communication ability
- Career opportunities
- Job satisfaction
Upon successful completion of this workshop, you will be issued
with a Certificate of Completion.
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Why do the Workshop
Selling in today’s competitive markets requires much more
than a thorough knowledge of products and services. Sales people
are required to have self confidence, the behavioural skills to
interpret and understand customer psyche and the motivation to add
value to the customer experiences.
About the Workshop
This is an interactive and dynamic workshop where you learn how
to structure the sales process to get sustainable results for both
the customer and yourself. It includes identification and exploration
of individual selling styles as well as the psychology behind why
and when people object to being sold, but love to buy. You will
learn how to recognise objections and the techniques to overcome
them. You will also learn how to identify buying signals and when
and how to close the sale. The workshop will provide you with the
‘M.A.P Model’ and new skills to enhance your ability
to increase your selling potential. The techniques learnt in the
workshop are applicable to all customer contact and sales environments.
Increase Your
- Sales performance and outcomes
- Confidence and motivation to sell
- Understanding of your selling style
- Understanding of sales styles and techniques
- Career and job satisfaction
- Potential for promotion
Upon successful completion of this workshop, you will be issued
with a Certificate of Completion.
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Managing Complaints & Conflict
Why do the Workshop
Winning back customers and maintaining a positively geared relationship
with them will ensure customer loyalty in a competitive market.
Statistics suggest that 4% of dissatisfied customers will stay with
an organisation after receiving less than satisfactory service and
96% will take their business elsewhere.
About the Workshop
This interactive and dynamic workshop will teach you how to use
problem solving and negotiation techniques as well as turn challenging
situations into successful outcomes. You will learn about the dynamics
of human behaviour, how you can tap into your own behavioural and
self-management resources and how to apply particular techniques
to combat conflict experienced through the complaint process.
The workshop is modelled around a management tool which forms the
basis of the learning process. The tool, techniques, methods and
strategies from the workshop apply to all customer contact environments.
Increase Your
- Professional service standards
- Confidence and motivation
- Operational efficiency
- Communication ability
- Career opportunities
- Job satisfaction
Upon successful completion of this workshop, you will be issued
with a Certificate of Completion.
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Lead & Manage People
Why do the Workshop
Dynamic leaders inspire and motivate others. They understand the
intrinsic value of human potential and how to guide and manage people
to progress and achieve outstanding results. Stephen Covey says,
"Effective leadership is the only competitive advantage that
will endure. That's because leadership has two sides - what a person
is (character) and what a person does (competence)"
About the Workshop
This interactive workshop is based on dynamic learning methods
that will provide you with the opportunity to identify, explore
and capitalise on your own unique style/s of leadership. You will
discover effective and efficient techniques to successfully lead
and manage individuals and teams to achieve amazing outcomes.
Increase Your
- Professional service standards
- Confidence and motivation
- Self-management
- Team orientation
- Operational efficiency
- Communication ability
- Career opportunities
- Job satisfaction
Upon successful completion of this workshop, you will be issued
with a Certificate of Completion.
To find out more about how you can benefit from this workshop,
call us directly on +61 03 9500 2050. To register on this workshop,
click on Events Calendar.
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