Customer Service Training Hobart

It is difficult to maintain your edge in customer service and if you are reading this, chances are you know your service culture needs improving.

• Employees are looking for development, purpose, and connection.
• Customers’ expectations continue to increase and change.
• Businesses want to control costs, increase revenue, productivity, and efficiency.

We hear you, we see you, and we are here to help you. Our customer service programs give you an edge, irrespective of the competing needs of employee, customer, or business.

The Importance of Customer Service Training In Hobart

Customer service training is crucial for building customer loyalty, satisfaction, and retention. By empowering employees with essential skills, knowledge, and tools, businesses can consistently provide exceptional support and cater to customer needs.

A key objective of such training is to establish consistent standards for customer interactions. This ensures that every employee delivers the same level of care and professionalism, fostering reliability and trust among customers. Consistency in communication and problem-solving reflects positively on a company’s brand and reputation.

 

• Customer satisfaction is achieved when well-trained employees excel at resolving issues and responding empathetically to customer concerns. This not only makes customers feel valued and reassured, but also promotes repeat business and brand advocacy. By consistently delivering positive experiences, businesses can foster customer loyalty and build a strong reputation in the market.

 

• Customer retention is a key outcome of investing in customer service training. By consistently meeting and surpassing customer expectations through prompt and competent support, businesses can reduce the risk of losing customers to competitors. This fosters long-term relationships and increases the likelihood of customer loyalty. Through a commitment to exceptional service, businesses can cultivate customer trust and satisfaction, leading to sustained success.

 

• Customer Loyalty: Loyal customers are essential for the growth and sustainability of any business. A comprehensive customer service training program helps employees forge emotional connections with customers, leading to increased loyalty and a greater likelihood of referrals and positive reviews.

 

Moreover, companies that prioritise customer service training experience:

• Reduced employee turnover and improved engagement and morale

• Increased return on investment

• Lower reputational risk

We deliver service transformation not ‘tick-the-box’ customer service training

ServiceQ is so much more than a training provider.  We pride ourselves on delivering learning programs using multiple channels that deliver tangible results.

We help you shape the future of customer service with world-class learning programs that:

• Strengthen loyalty for internal employees and external customers
• Equip leaders to transform their service culture 
• Develop organisational values and behaviours for service consistency
• Embed emotional and social skills for difficult customer conversations
• Elevate people skills in an AI digital-heavy world.

3 Key Customer Service Skills

At our organization, we believe in the power of small steps towards continuous improvement when it comes to transforming service culture. Rather than overwhelming you with a monumental change, we guide you through a journey of gradual transformation. Our approach focuses on three key pillars:

 

 

• Know Yourself (Be Present)

At our organization, we recognize that service starts with you. Before we can extend exceptional service to customers, we emphasize the importance of self-awareness and understanding how we present ourselves. Some key areas of focus include:

• Are you choosing to serve?
• What do you believe about yourself?
• What are your thoughts?
• Do you look the part?

 

• Understand Others (Be Connected)

By embracing empathy, you have the ability to make others feel truly seen, heard, and understood. Those who possess empathetic qualities can:

• Actively listen attentively to the customer’s emotions and concerns (and those of their colleague).
• Validate their feelings by acknowledging their frustrations or disappointments.
• Show genuine care and concern for a customer or colleague’s well-being.

Active listening involves fully focusing on the speaker, understanding their message, and responding thoughtfully. It is a crucial skill at all levels in an organisation for staff to be able to:

• Give their full attention to their internal or external customer.
• Ask clarifying questions when necessary.
• Paraphrase the customer’s message to ensure understanding.

 

• Act Consciously (Be Kind)

It’s integral to understand that your behaviour contributes to the lives of everyone you encounter.

Good communication skills are the foundation of excellent customer service. They allow customer service professionals to effectively convey information, understand customer needs, and build rapport even in the most challenging situations. Some of the key aspects of communication include:

• Clarity: Keep messages simple, concise, and easy to understand.
• Tone: Use a polite, and friendly tone.
• Non-verbal communication: Pay attention to body language, eye contact, and facial expressions.

 

Conflict resolution skills help to address and resolve disagreements by:

• Keeping calm and maintaining a neutral tone.
• Identifying the root cause of the conflict.
• Offering viable solutions and negotiating a mutually acceptable resolution.

 

Who are we targeting?

Our programs can be delivered live online or in a face-to-face environment or a hybrid of the two.  

They are perfect for:

• Frontline leaders with teams
• Senior leaders and executive team
• Sales leaders and function area leaders
• Frontline employees
• Sales and customer facing roles
• Support and specialist roles
• Anyone who is part of a business that relies on strong relationships

Who are our clients and what do they think of us?

We work with a diverse client base across many industries.

 

Check out some of our client testimonials.

 

Our featured programs

Customised Company Values and Service Behaviours 

Customisation of a service culture is all about contextualisation. We immerse deeply in your world and learn your unique market or industry, your customers specific needs and the brand promise that you deliver across all human touch points. A strong set of company Values and Service Behaviours explicitly articulated the strongest foundation you can create prior to embarking on any service culture initiatives.

Leading Service Habits 

This online pathway provides a blueprint for leaders to support and guide their teams in the delivery of extraordinary service. The program provides a common language and framework for leaders to promote organisational service consistency.

 

Embedding Service Habits 

Our integrated program empowers leaders and key team members to serve as role models, embodying the essential habits and effectively sharing them with all staff members for long-lasting impact. Combining online modules with face-to-face masterclasses, the course provides a comprehensive learning experience. The result is a powerful ripple effect that fosters consistent, high-quality service throughout the organization, making it an ideal solution for a ‘whole of business’ approach. Together, let’s cultivate a culture of excellence and deliver remarkable service at scale.

 

How can you find out more about how we could help your organisation?

https://serviceq.co/contact-us/

 

We also provide customer service training in:

Melbourne, Sydney, Perth, Brisbane, Hobart, Canberra, Auckland, Christchurch, Vancouver