Have you ever wondered what makes customers come back to your organisation? A strong brand and solid customer loyalty are the main contributors to repeat business, but this doesn’t come out of nowhere.
A key component of driving positive brand associations and customer loyalty is high customer service standards that your team understand and execute.
This one-day course focuses on answering these questions: What are customer service standards? How do we put them in place? How do we get the customer-facing staff to understand, and adhere, to them? How can we scale up our customer service standard as we grow?
This course gives participants the ability to grow customer loyalty, set staff and customer expectations, scale up good service, measure the outcomes, and ensure that any customer service standards are able to be executed.
Who should attend?
People of all ages, skill levels, and experience get value from this course. It’s especially suitable for anyone in a small and medium sized enterprise who is either in a customer service role or leads a team with customer service responsibilities, as well as anyone in a larger organisation who has oversight over any function that has a customer-facing element.
Face-to-face, Live online
(unless stated, Swinburne Professional courses do not attract GST)
“This course was good and so well presented; a fun workshop, the information and insights were presented very clearly.”
Establishing a Customer Excellence Framework
Short Course Outline - Establishing a Customer Excellence Framework
Download this course brochure for more information about the short course. This can also be given to your employer to pitch for funding or support of your program.
Swinburne Live Online Short Courses and Qualifications
Our live online training is delivered to you live, providing similar interactions as face to face training with the benefits of remote access. The training is delivered through video conferencing and discussion board platforms. Workshops are broken into interactive video sessions, including presentations and distribution of materials and discussion board based activities.
Our Live Online delivery
Our Live Online delivery is a dynamic, engaging and interactive way to learn remotely. It’s just like face to face but with the added benefits of digital technology. Your facilitator will present in real-time, and you will be able to participate in group discussions and collaborate on exercises and group activities using our interactive platforms.