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| Issue: Customer Service | March 2011 |
Greetings!
Training and Developing your people is essential in today's business environment; people are an organisation's greatest asset. Like sunflowers they need watering and fertilising to grow and reach their full potential. Not only will they grow, so will the organisation.
In this newsletter, we have focused on our Customer Service Course. A course that will equip participants with the skills, approaches and mind-set to deliver genuine excellence in customer service. This course is one of a suite of short courses, which are also listed.
Our guiding principle is to assist with the growth and development of people, which as a result, improves individual and organisational effectiveness. |
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| Providing a Positive Experience is Essential! | |
Without customers we have no jobs. Customer Service is rare nowadays so it is a tremendous competitive advantage for any company willing to understand and develop the tools necessary to unleash it. It is amazing that it is utilised so little when the effects are so remarkable.
Delight your customers and give them exceptional customer service. Your customers must be impressed and excited, and the service must be memorable. Why? It's not only easier to get repeat business from happy customers - it's less expensive! And, happy customers tell others. When you focus on customer service, everything else falls into place.
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Customer Service - The Course |
In this one day interactive workshop, participants will learn that having a positive attitude is the foundation for excellent customer service. They will also learn how to deliver exceptional customer service.
Some of the topics covered are: why give exceptional customer service; first impressions; lasting impressions; communication; building rapport; building relationships; managing difficult customers; and dealing with stress.
At the end of this course participants will be able to:
- Understand the importance of giving exceptional customer service.
- Identify who their internal and external customers are.
- Understand the importance of a positive attitude.
- Choose a positive attitude with customers.
- Maximise personal impact and communicate on many different levels.
- Develop rapport with customers, even the difficult ones.
- Act positively in a moment of truth.
- Leave the customer with a positive lasting impression.
- Identify how their personal appearance influences the customer service function.
- Deal effectively with difficult customers.
- Deal effectively with customer complaints.
- Develop strategies to deal with stress that result from dealing with difficult customers.
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| Other Short Courses |
- Communication Skills
- Presentation Skills
- Time Management
- Emotional Intelligence
- Leadership Skills
- Conflict Management
- Active Negotiating Programme
- Creative Problem Solving
- Empowerment in Action
All courses will be customised, so the training is relatable for the participants, and 'real' learning takes place.
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Stable of Options Available for You | |
Long Term Development
Through our alliance with Leadership Management Australia, we can offer you long term development, which guarantees attitudinal and behavioural change, whilst also ensuring that there is a ROI.
Short Courses
Targeted to specific training needs, so real learning takes place.
Training Resources
Over 1500 training resources from around the globe. A training resource provides a cost effective training solution that can be used as stand alone, self paced learning or ideally, used in conjunction with a facilitated training session.
Here are a couple of customer service examples
 | | Who Sold You This, Then? |
 | | Demanding Customers |
For more information on any of our services please contact us
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| Your Facilitators |  Yvonne Kroon
Yvonne Kroon has been providing training services and resources to WA industry for over twenty-four years. Her client base is broad; she has worked for large institutions and SME in public, private and the not-for-profit sectors. She has been involved in the design, co-ordination and delivery of many successful training programmes and through this has gained a wealth of experience and knowledge.
 Robert HounsellRobert Hounsell has over twenty-five years experience in creating and facilitating management, leadership and personal development programmes. He has run programmes in fourteen different countries in Africa, UK, Europe, the Middle East and Australia for a variety of seventy-two different organisations.
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 Kroon Training Services "walks the talk" in all areas of our operations. All our training courses will be customised, so they are timely and relevant for the participants and 'real' learning takes place. You, our customer will always come first. We will listen to you to really understand your needs and offer you solutions that are built to link seamlessly with your current strategies and processes.
For complete course outlines and to discuss your training needs, give us a call on (08) 9304 8214 or email trainingtools@bigpond.com
We value ongoing relationships and that's why we will work hard to deliver a strong return on your investment in training.
We look forward to assisting you and your organisation.
Yours sincerely,
Yvonne Kroon
Kroon Training Services
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