Customer Service Vitals - Melbourne
Customer Service Vitals - Melbourne
Course Outline
Overview
G'day! I’m Dr. Marcus Clarkson And for the last 20 years I have been working with businesses around Australia, from the busy cafes of Collins Street to the mine head office in the Pilbara. One of the things I’ve come to realise is that customer service is not a department; it’s the lifeblood of any thriving business.
This power-packed one-day course is for front line staff, team leaders and anyone that has contact with customers in Melbourne's fast paced world of business. We are going to go beyond the “smiling and being polite” paradigm of customer service, into how psychology plays into customer engagement and concrete strategies that actually create a connection.
The program includes face-to-face workshops, Melbourne-based case studies and applied skill-building activities. Youll take on projects inspired by real life situations in the retail, hospitality, healthcare, professional services, and government sectors – the eclectic market that keeps Melbourne’s economy so vibrant.
Learning Outcomes
At the conclusion of the course, participants will be able to:
Show the listening capability to understand what do people need?
Utilise de-escalation methods that are known to work on agitated customers with your calls.
Carry out productive service tactics to ensure excellent service to all customers, maximizing productivity and minimizing time away from the customer
Let the other party know what the ‘deal breakers’ are, do it in a preserving the relationship way.
Connect easily with various customer types and personalities across cultures
Develop the review loops that contribute meaningfully to a customer journey
Remain healthy and stay as customer focussed as they’ve ever been
What You Will Learn
Morning Session: Understanding Customer Psychology
That gulf between what customers tell you and the job to be done.
Recognizing unspoken messages and feelings.gstatic Recognition of non-verbal and emotional messages
Cultural sensitivities in a culturally diverse city like Melbourne
WHAT THE HECK: The neuroscience of getting mad and feeling glad as a consumer
Late Morning: Communication Fundamentals
Listening techniques that actively show them that you’ve truly listened to them
Questions that clarify rather than irritate
Having a way of communicating that brings about trust and not walls
Catering communication styles to various types of personalities
Early Afternoon: Managing Difficult Situations
Steps for calming upset or frustrated customers
How to approach complaints as ways to build relationships
When, and how to say ‘no’ graciously
Protocols in place to rapidly escalate customer and staff interests
Mid Afternoon: Efficiency Without Compromise
Time management tips for a busy customer service desk
Prioritising multiple customer needs effectively
Technology tools for more, not less connection human tool.
Developing systems that anticipate problems before they arise
Late Afternoon: Building Long-term Relationships
Follow-up tactics your customers won’t mind receiving
Converting customers once, customers for life
Time management and how to avoid burnout
Messing beyond complaints and compliments
Course Features
Interactive Role-Play Practice using authentic Melbourne workplace scenarios: Respond to customer demands in the week leading up to the AFL Grand Final in Retail; Answer tourist bookings during festival season in Visitor Information Services, and Deal with service interruption during transport strikes.
Peer Learning Fewer, facilitated activities where all class members discuss challenges and solutions in their own work environments, creating a web of support outside of class.
In-the-field resources Take away materials such as guided conversation pamphlets, de-escalation forms, and follow-up letter templates tailored to specific industry sectors.
Industry-Focused Breakout Sessions Sessions designed specifically for retail, hospitality, healthcare, professional services, and government industries, recognizing that customer service is not one size fits all.
Summary
Excellence in customer service is not about perfection, it is more about a sincerer human connection in a more and more digital world. This is practical take action now skills that turn-around your relations with customers every day - and keep you centered in the process.
You'll emerge with the confidence to tackle the challenges that used to stress you out, and you'll have a toolkit of strategies that have proven effective in Melbourne's special business environment. Whether you are servicing international tourists in Southbank or busy professionals in the CBD or families on the outer suburbs, you will be equiped with the skills to create a positive win-win outcome for all concerned.
The investment in these skills is worth it, and that applies not only to customer satisfaction scores, but to job satisfaction, to opportunities for advancement in your career, to the rewarding sense of knowing that you’ve truly made someone’s day just that little bit better for being there.
Time: Full day (9:00 AM – 4:30 PM)
Venue: Central Melbourne training facility
Group Size: Up to 16 participants for full interaction
Materials All Supporting Materials Written Content is included as part of a downloadable toolkit for reference.