"A satisfied customer is the best business strategy of all."

Customer ServiceCourses

Professional Development Training has a specialised division of Customer Service

experts that will tailor the delivery of any of the courses to be specific to your situation and learning needs

WELCOME TO PD TRAINING

Our purpose is to help your organisation provide training and development to your people thatis on target, fun, retained, and above all - helps them achieve their goals.

Professional Development Training has a specialised division of Customer Service experts that

will tailor the delivery of any of the courses to be specific to your situation and learning needs.

Our extensive curriculum in Customer Service, outstanding depth of trainers across the country

and diverse range of industry experience means that pd training is the best choice for Customer

Service courses.

Customer Service Courses

Active Listening Training - The secret of great communicators!

Communication Skills Training

Conflict Resolution Training

Customer Service Training

Professional Telephone Skills

Body Language Training

FISH Team Building for Customer Service Teams

Managing Customer Service Training

FOR YOUR WORKPLACE LEARNING TO BE EFFECTIVE WE BELIEVE:

A GREAT IN-CLASS EXPERIENCE IS THE FOUNDATION All training is tailored to your specific needs and people

We can also create bespoke courses for your unique needs

We facilitate learning through a workshop style approach (facilitation - not lecturing)

IT IS IMPORTANT TO KEEP THE LEARNING ALIVE; WE PARTNER WITH YOU BEYOND THE CLASSROOMWhat happens in class is only 10% of the learning journey. To bring the other 90% of learning to life we:

Pre-class engagement to connect and improve the experience

Encouragement of self-directed application in the workplace

Support learner-driven reinforcement (complimentary for 12 months)

A great selection of resources for follow through action in the workplace

Cost effective coaching resources to help grow and mentor your learners

All-inclusive training resources so you can continue training internally

YOU NEED TRANSPARENCY TO OUTCOMESWe simplify the management of your training with reporting and transparency of outcomes to ensure success. Our cloud-based Training Management Centre is complimentary and provides you with:

Transparency to feedback

Transparency to on the job application

Transparency to learner-driven reinforcement

DELIVERY OPTIONS TO WORK AROUND YOUR OPERATIONAL NEEDS In-house - we can come to you for as little as 60-minutes

Public classes - come and see us (annual memberships available)

We provide you resources to train your team

Support your learners through:

Support you by offering:

EMBED LEARNINGA Great Training Course Is Only the Beginning to Lasting Change.

To Help You Get Lasting Change from Training We Engage Your Participants:

BEFORE TRAINING DURING TRAINING AFTER TRAINING

Pre course activity & chat with the trainer about personal learning goals

At the course conclusion participants are encouraged to add an action plan and select an accountability buddy

My Action Plan

Participants can access course

materials and extension

content + more

If they picked an accountability buddy, they would have that meeting as well

We welcome your participants for Refresher Training on our public classes at no

cost for 12-months (subject to availability)

All made easy via our Orgmenta participant app

MORE WAYS WE CAN HELP ACHIEVE LASTING CHANGE INCLUDE:

1. MAKE IT STICK PACKS - 6 MONTHS OF 10-15 MINUTE ACTIVITIES TO RUN AT MEETINGS Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.

When you choose this option, we provide your nominated Learning Champions with a 90 minute session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand-alone lunch 'n' learn sessions.

Make it Stick packs are available for all PDT Signature Series courses.

2. FOLLOW-UP COACHING BY OUR TRAINERS

Our Trainers can come back onsite and run coaching and reinforcement sessions for your team members. These sessions are most commonly 60 to 90-minutes long, and are designed to help people share, collaborate, gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.

Our purpose is to deliver lasting impact and we believe follow-up coaching is a powerful step in achieving this. To encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.

3. PHYSICAL PRODUCTS - VISUAL REMINDERS TO KEEP KEY CONCEPTS ALIVE

Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, which comes through REACH Profiles that are integrated into many of our courses.

The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.

The insights are put into practice by appreciating the benefits of our diversity and either learning toadapt or implementing a strengths-based management approach.

We have a great range of high-quality products that can keep these impactful moments top of mind back in the workplace.

Active listening is the key to effective communication as it requires a real two-way exchange of information between two or more people. There is a big difference between "hearing" someone speak and "listening with intent", so once you start using the active listening techniques taught in this course you'll experience better results in your relationships both at home and in the workplace.

The PD Training Active Listening training course teaches you crucial skills like how to how to listen attentively, how to show real interest, how to understand what you’ve heard and how to respond appropriately. This course touches on body language as well as specific types of questioning techniques. After learning and implementing these techniques you will become a more effective communicator in all situations.

PD Training's half-day Active Listening Training course is available now in Brisbane, Sydney, Melbourne, Adelaide, Canberra, Parramatta and Perth or can be customised and delivered at your chosen location.

Active Listening Training - The secret of great communicators! OUTLINE

Foreword:

Effective listening is actively absorbing the information given to you by a speaker and using specific techniques that show you are not only listening but keenly interested is what is being said, while also providing feedback to the speaker so that he or she knows the message was received. This fun and interactive Active Listening Skills Training Program will provide you with the practical skills and knowledge that will transform your personal and professional interactions and lead to more rewarding and meaningful communication.

Outcomes:

In this course participants will learn to: Engage more effectively through actively listening Understand the difference between ‘hearing’ and ‘listening’ Learn the techniques to listen actively

Increase their awareness of communication behaviours Understand how emotions effect their ability to listen Learn to paraphrase and restate for clarification Be able to manage and encourage constructive collaboration

Active Listening Training Course - Module 1Getting Started

Pre-Assignment Review

Workshop Objectives

Action Plans

Active Listening Training Course - Module 2How Well Do You Actively Listen?

Group Activity

Active Listening Training Course - Module 3What Affects Listening?

What Affects Listening?

Things That Prevent Us From Listening

Listen – Really Listen – Using Minimal Encouragers

Why Use Minimal Encouragers?

Active Listening Training Course - Module 4Determine Your Communication Behaviours

The Process

Step 1: Identify your C H O I

Step 2: Begin Your Personal Communication Evolution (C E)

Personality Types and Their Communication Tendencies

Active Listening Training Course - Module 5Verbal Communication Skills

Listening and Hearing; They Aren’t The Same Thing

Focused Listening

Asking Questions

Open Questions

Closed Questions

Clarifying Questions

Body Language

Active Listening Training Course - Module 6High Emotion – Low Intelligence

How to Accurately Perceive Emotions

Use Emotions to Facilitate Thinking

Manage Emotions

Active Listening Training Course - Module 7Tips and Tricks to Manage a Brainstorming Environment

Tips and Tricks

Active Listening Training Course - Module 8Wrapping Up

Words from the Wise

Action Plans

The Communication Skills training course from PD Training is one of our most popular courses and teaches you powerful concepts like how different personality types can influence communication, what your personal communication preferences are, and most importantly how to implement and use these skills immediately.

You’ll learn strategies for overcoming common communication barriers as well as essential skills like active listening, effective use of voice and tone, investigative questioning skills and exploring the importance of body language and the non-verbal communications coming from others.

If you have ever wanted to communicate with more clarity and impact, in any of your relationships, then this course was designed for you!

This popular professional development training course is available throughout Australia, including Brisbane, Sydney, Melbourne, Perth, Adelaide, Canberra and Parramatta.

Communication Skills Training OUTLINE

Foreword:

This communications skills training course helps people communicate appropriately and clearly in any situation. This is a great course for everyone as the benefits can have a positive effect on every aspect of your life. Learn to understand how you communicate, how others communicate and how to adjust your communication style to meet their needs. Discover how effective communication is greatly improved by understanding communication preferences based on personality type, and learn how to overcome some common obstacles to effective communication. This interpersonal Communication Skills training course will ensure that your colleagues, friends and family will receive your message clearly, which should improve your workplace relationships as well as your personal relationships in general. If you have never completed a communications course of this type, you are missing out on understanding some of the most fundamental concepts that will have a profound effect on your success in the workplace and life in general.

Outcomes:

After completing this course, participants will: Gain insight into their individual personality type and communication preferences by using our

proprietary profiling tool Learn to recognise other people's personality types and communication preferences Learn to adjust your own communication approach based on need and situation Understand barriers to effective communication and how to overcome them Learn how to effectively utilise pitch, tone and speed Master the S.T.A.R. method for speaking on the spot Learn to use and read body language appropriately Learn how to listen more actively and effectively Gain valuable insights by asking open-ended questions Become a more effective communicator through the use and application of practical tools

Communication Skills Training Course - Lesson 1Getting Started

Pre-Assignment Review

Workshop Objectives

Communication Skills Training Course - Lesson 2The LDP - Communication Evolution Tool

Communication Styles

Step 1: Identify your Style

Activity: Increase your awareness and adaptability

Step 2: Adapt your Approach

Communication Skills Training Course - Lesson 3 Understanding Communication Barriers

An Overview of Common Barriers

Language Barriers

Cultural Barriers

Differences in Time and Place

Communication Skills Training Course - Lesson 4 Paraverbal Communication Skills

The Power of Pitch

The Truth about Tone

The Strength of Speed

Communication Skills Training Course - Lesson 5Non-Verbal Communication

Understanding the Mehrabian Study

All About Body Language

Interpreting Gestures

Communication Skills Training Course - Lesson 6Speaking Like a STAR

S = Situation

T = Task

A = Action

R = Result

Summary

Communication Skills Training Course - Lesson 7Active Listening Skills

Seven Ways to Listen Better Today

Understanding Active Listening

Sending Good Signals to Others

Communication Skills Training Course - Lesson 8Asking Good Questions

Open Questions

Closed Questions

Probing Questions

Communication Skills Training Course - Lesson 9Appreciative Inquiry

The Purpose of AI

The Four Stages

Examples and Case Studies

Communication Skills Training Course - Lesson 10Mastering the Art of Conversation

Level One: Discussing General Topics.

Level Two: Sharing Ideas and Perspectives

Level Three: Sharing Personal Experiences

Our Top Networking Tips

Communication Skills Training Course - Lesson 11Conversational Psychology

Understanding Precipitating Factors

Establishing Common Ground

Using “I” Messages

Communication Skills Training Course - Lesson 12Wrapping Up

Words from the Wise

Action Plans and Evaluations

Learning how to manage and resolve conflict is a key skill for anyone who works in a team, communicates directly with customers or has a supervisory or managerial role. Resolving interpersonal conflict can be very empowering and should be a part of everyone's professional development goals.

This Conflict Resolution Course by PD Training provides techniques for individuals in an organisation to resolve workplace conflict and to build a common understanding and framework for working through challenging situations. The course was designed, after much research, to focus on the Win-Win Approach using the three critical skills of conflict resolution; Negotiation, Assertiveness and Persuasion.

These skills will enable the course participants to develop conflict resolution strategies for quickly and effectively recognising, resolving and preventing conflicts with others. Learn key skills like how to compromise and negotiate, finding the root cause of the issue, the importance of forgiveness, anger management strategies and de-escalating challenging situations.

Attend a 1-day Conflict Resolution Training Class, or have one of our professional trainers come to your workplace in Brisbane, Sydney, Parramatta, Melbourne, Canberra, Adelaide or Perth.

Please click on the Public Class tab below to view our Conflict Resolution course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Conflict Resolution Training OUTLINE

Foreword:

Conflict is the result of people having differing needs, opinions, expectations and often completely different individual perspectives. The reality of conflict is that in any human relationship it is inevitable, but if managed well, conflict can provide a powerful avenue for significant personal and professional growth. Conflict resolution involves recognising and managing a particular conflict as well as being aware of potential upcoming conflicts. This is an essential part of nurturing your relationships. Poorly handled conflict can affect both the employees and the clients, thereby negatively impacting the company’s bottom-line. To maintain your competitive advantage, you need the entire organisation to focus on developing conflict resolution strategies to quickly and effectively resolve conflict, while building trust and commitment with clients and colleagues.

Outcomes:

In this course participants will learn how to: Gain a thorough understanding of the sources, causes and types of conflict Master all six phases of the conflict resolution process Understand the five main approaches to conflict resolution Learn to apply conflict resolution approaches Learn how to use parts of the conflict resolution process to recognise and prevent conflict before it

escalates Develop communication tools such as agreement frames and open questions Learn practical anger and stress management techniques

Lesson 1Conflict Resolution Explained

Conflict Defined

Conflict Resolution Defined

Review the Conflict Resolution Process

Lesson 2Conflict Resolution using the Thomas-Kilmann Instrument

Collaboration

Competition

Compromise

Accommodating

Avoidance

Lesson 3Create a Neutral Atmosphere

Create Neutral Emotions

Setting Limitations

Choose the Right Place and Time

Lesson 4Finding Mutual Requirements

What I Need

What They Need

What We Need

Lesson 5 Identifying Individual Needs

What They Need (Expanded)

Creating a Positive Path

Creating a Strong Relationship

Lesson 6Identify the Real Issue

Examine the Root of the Problem

Design the Cause vs Effect Diagram

Forgiving is Essential

Discuss the Resolution Benefits

Lesson 7Creating Multiple Options

Creation vs Evaluation

Identifying Options for Mutual Gain

Further Options to Consider

Lesson 8Finding the Best Solution

List Solution Criteria

Short Listing Options

Comparing Solutions

Planning the Solution

Lesson 9Evaluate and Take Action

Evaluating the Current Situation

Choosing Appropriate Actions

Design an Effective Process

Implement the Action Plan

Lesson 10Additional Resources

Stress Management Techniques

Anger Management Techniques

The Agreement Frame Explained

Open-Ended Questioning

Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?

You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by

proactively anticipating your customers’ needs and exceeding their expectations every single time.

In this fun and exciting professional development course you'll learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.

The PD Training Customer Service course is fun and effective and will improve the way you approach delivering service to your clients. This course is available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.

Customised Customer Service courses are available for organisations that require specific scripts or product knowledge. Contact us today for a free quote!

Customer Service Training OUTLINE

Foreword:

In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time. In order to achieve this, it is important to ask yourself some questions:

Do you or your staff have the right skill sets to deliver exceptional customer service? How do you currently improve your Customer Service Skills and approaches? Do you strive to continuously improve your customer service? Do you listen to your customers and their needs? Do you currently listen effectively to uncover the customer’s true needs? Are internal customers understood and prioritised?

This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service to both internal and external customers.

Outcomes:

After completing this course participants will be able to: Understand the significance of customer touchpoints Understand customer diversity Explore the principles of great service Apply critical communication skills Learn lessons from your most difficult customers Know how to defuse situations with customers and to handle tough situations Know how to contribute to and create a customer service culture

Customer Service Training Course - Lesson 1Good Customer Service Explained

Internal vs External customers

Customer Service Defined

Customer Service Delivery

Customer Service Training Course - Lesson 6Using the Telephone Effectively

The Pros and Cons

Phone Protocol

Suggestions for Best Practice

Customer Service Training Course - Lesson 2Attitude is Everything

First Impressions Count

Smiling for Success

Being Upbeat Open to Close

Produce Positive Outcomes

Customer Service Training Course - Lesson 7Using Email and/or Chat

The Pros and Cons

Email/Chat Protocols

Suggestions for Best Practice

Examples: chat and e-mail

Customer Service Training Course - Lesson 3Conducting Customer Needs Analysis

Determine the Primary Issue

Avoid the Assumption Mistake

Delivering Basic Services

Delivering Above Average Services

Customer Service Training Course - Lesson 8Working with Challenging Clients

Removing Client Emotions

Create Mutual Understanding

Set Your Boundaries

Removing Your Emotions

Customer Service Training Course - Lesson 4Creating Repeat Clients

Do What You Say You'll Do

Dealing with Dissatisfaction

Making the Most of Problem Clients

Customer Service Training Course - Lesson 9Escalation Techniques

Client Profanity Plan

Dealing with Verbal Abuse

Managing Personal or Company-Related Threats

Customer Service Training Course - Lesson 5Face to Face Customer Service

Dealing with Face-to-Face Enquiries

The Pros and Cons of Face-to-Face Communication

Understanding Effects of Body Language

Customer Service Training Course - Lesson 10Ten Things You can Do to WOW Every Time!

You'll Get our 10 Top Tips!

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.

This practical and engaging training course is available now throughout Australia, including Brisbane, Sydney,

Melbourne, Adelaide, Parramatta, Canberra and Perth.

Please click on the Public Class tab below to view our Professional Telephone Skills Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Professional Telephone Skills OUTLINE

Foreword:

This Telephone Skills Training course will provide your staff with the skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently assist customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical and memorable customer experience.Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide the best outcome for the customer.

Outcomes:

After completing this course participants will have learned to: Learn how to provide effective client service over the phone Project a professional image over the phone Master a professional, effective & reassuring telephone voice Gain client's trust using proven communication techniques Learn to question effectively over the phone Master proven techniques to professionally manage irate customers Learn tips for handling a busy reception Phrase words more effectively for positive and clearer communication Establish the right words for unambiguous, positive & productive communication Leave effective voicemail messages

Professional Telephone Skills Training Course - Lesson 1Professional Client Service Explained

10 Commandments of Good Business

Effective Communication Explained

Effective Client Communication Skills

Using Emotional Intelligence

Professional Telephone Skills Training Course - Lesson 2Develop a Professional Telephone Voice

Pitch, Tone, Inflection

Five Qualities of a Professional Phone Voice

Voice Management

Voice Quality Checklist

Professional Telephone Skills Training Course - Lesson 3Building Client Trust

First Impressions Matter

Create a Relaxing Environment

Professional Telephone Skills Training Course - Lesson 4Common Cultural Barriers

Using Appropriate Phrases

Inappropriate Words to Avoid

Ending the Call Professionally

Professional Telephone Skills Training Course - Lesson 5Preparing for the Next Call

Manage Inbound Calls

Transferring Calls

Placing Clients on Hold

Phone Call Planning

Professional Telephone Skills Training Course - Lesson 6Powerful Questioning Techniques

Questioning Techniques Explained

Effective Questioning Techniques

Open and Closed Ended Questions

Clarifying Statements

Staying in Control of the Call

Arranging Call Backs

Avoid Saying Too Much

Getting to the Point Quickly

Things to Avoid

Professional Telephone Skills Training Course - Lesson 7Managing Angry Clients

Dealing with Irate Clients

Showing Concern and Empathy

Diffusing Angry Clients

Professional Telephone Skills Training Course - Lesson 8Managing the Reception Desk

Managing Customers at Reception

Managing the Phones at Reception

Professional Telephone Skills Training Course - Lesson 9Finding the Best Phrases

Dealing with Inbound Calls

Corporate Communication Policy

Professional Telephone Skills Training Course - Lesson 10Professional Voicemail Messaging

Leave a Professional Voicemail Message

Customised Voicemail Scripts

Closed Greetings

Internal Greetings

Professional Telephone Skills Training Course - Lesson 11Wrapping Up

Words from the Wise

The ability to understand body language is a powerful skill that will help you interpret what people are saying unconsciously. Known as "non-verbal communication", body language represents 55% of person-to-person communications, so learning how to use it and read it will give you a real advantage in improving your ability to communicate with others both in the workplace and at home.

The PD Training 1-day Body Language course teaches you how to recognise the body language of others, while

also helping you become more aware of what your own body is communicating. You’ll learn how to read facial expressions, hand gestures, body posturing, voice variations and unconscious movements. You'll also be exposed to the differences in genders and how to use body language to your advantage.

Our fascinating Body Language training courses are available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.

Please click on the Public Class tab below to view our Body Language Training course schedule by city or click the In-House Training tab to receive a free quote for customised courses delivered at your preferred location.

Body Language Training OUTLINE

Foreword:

The ability to interpret body language is a skill that will enhance anyone’s career. Body language is a powerful, subconscious form of communication, and just like any other form of communication, it can be improved with practice. Whether in sales or management, it is essential to understand the body language of others and to know exactly what your own body is communicating.

This intriguing professional development training course will teach you the secrets of how to identify what people are really thinking and feeling as expressed by their body posturing, hand gestures and facial expressions. There are also cultural differences to take into consideration as some cultures have very vivid and wild gesturing while others are very somber and reserve. There are also gender-related body language patterns that require consideration too.

Outcomes:

In this course participants will: Understand the range of nonverbal behaviours that comprise ‘body language’ Understand the nuances of handshakes and touch Understand how your personal style influences your body language Match body language to words Know how to read facial expressions Interpret common gestures Interpret eye contact Understand power poses Know the sign of a fake smile and when someone is lying to you Understand the differences in body language across cultures

Body Language Training Course - Lesson 1Introduction

The Parking Lot Explained

Course Objectives

Taking Action

Body Language Training Course - Lesson 2Communicating with Your Body

Interpret a New Language

The Power of Paraverbal Communication

Bodies Speak Louder than Words

Body Language Training Course - Lesson 3How to Read Body Language

Head Movement

Translate Gestures into Words

Open vs. Closed Body Language

Watch Eye Movement

Body Language Training Course - Lesson 4Body Language Assumptions

Common Postures

Personal Space Invasion

Reactive Movements

Fidgeting and Boredom

Body Language Training Course - Lesson 5Male vs Female Variations

Facial Expressions by Gender

Personal Space Differences

Common Female Body Language

Common Male Body Language

Body Language Training Course - Lesson 6Nonverbal Signals

Gestures and Hand Signals

Sending Signals to Others

It's Not What You Say, It's How You Stand

What is Your Posture Communicating?

Body Language Training Course - Lesson 7Facial Expressions

Emotions Displayed

Micro-Expressions

Facial Action Coding System (FACS)

Universal Facial Expressions

Body Language Training Course - Lesson 8Body Language in the Workplace

Communicate with Power

Cultural Differences

Building Rapport and Trust

Using Mirroring

Body Language Training Course - Lesson 9Are They Lying?

Hand Movements

Forced Smiles

Eye Movement

Changes in Posture

Body Language Training Course - Lesson 10Using Body Language

Becoming Aware of Your Signals

Communicating with Confidence

Posturing Explained

Practicing in the Mirror

Body Language Training Course - Lesson 11Match Your Words with Your Body

Involuntary Movements

Say What You Mean

Staying Consistent

Actions Will Trump Words

Body Language Training Course - Lesson 12Workshop Wrap Up

Words from the Wise

Are you looking for a practical, fun and respected team building and cultural improvement program for your customer service team? Then FISH! is the solution you’ve been looking for.

The PD Training FISH! Team Building for Customer Service Teams provides a training intervention that will transform your customer service methodology. Provide your customer service team with inspiration and proven tools to improve your internal culture and your customer’s engagement experience.

The FISH! philosophy has transformed team cultures and teamwork around the planet, so learn why it is so successful today.

This dynamic and highly valuable training course is now available Australia-wide including Brisbane, Sydney, Melbourne, Perth, Adelaide, Canberra and Parramatta.

Contact us today for a group quote.

FISH Team Building for Customer Service Teams OUTLINE

Foreword:

FISH! Team Building for Customer Service Teams is a one-day workshop that empowers your customer service team to embrace the FISH! Philosophy and build a highly effective customer service culture. By allowing your customer service staff to attend the course, you will begin the process of building a high performance culture within your customer service team.

Outcomes:

FISH! has been called an antidote to cynicism, depression, burnout and anger. Our clients are using it for nearly every issue facing business today: leadership, orientation, teamwork, retention, creativity, customer service, quality improvement, change — anything involving human interaction.By the end of this course, participants will:

develop a shared vision of how to serve customers, internal and external clarify common values of how to treat each other recognise new opportunities to make a positive difference for others become more proactive in creating a more effective environment

Introduction

The four FISH! practices

Practice 1: BE THERE

Be there builds relationships by:

Being fully 'present' with customers and co-workers

Listening to understand your customers and co-workers

Taking action based on awareness

Practice 2: PLAY

Play encourages creativity and fun through:

Curiosity - learn how curiosity unleashes creativity in a customer service setting

Freedom to innovate - learning to be free to "try things out" as a team

Freedom to be you - learning to be your natural self in any customer service setting

Trust and the playing field - setting the boundaries

Creating an environment of play in a customer service setting

Practice 3: MAKE THEIR DAY

Make Their Day reminds us to serve customers and co-workers by:

Learning to value and recognise customers as people

Learning to be genuinely selfless toward customers

Learning to be aware of your customers needs - creating a delightful atmosphere

Practice 4: CHOOSE YOUR ATTITUDE

Choose your attitude helps you in a customer service setting to:

Practicing to become aware of your attitude toward customers

Making a conscious choice - are your choices and attitudes helping your team and customers?

Live in alignment with your intentions - learning to be ancored to a customer service mindset

Taking a closer look

Assess how your customer service culture is living each of the "four practices"

How well do I live the practices?

Short test on how you live the four practices

Top of mind issues/team solutions

Identify a list of top of mind issues

Identify ways to address these issues

Action planning

Identify tangible customer service goals that impact others

Learn to put in place accountability measures to improve success of your customer service initiatives

Want to form a habit?

Creating a 21 day habit forming calendar

Your life title

Beyond the workplace self-survey

Looking at how you live the four practices in life

What's possible now?

Finding the limitless possibilities with the four practices

Good customer service management leads to enhanced customer satisfaction, increased sales, better retention of customers and improved word-of-mouth advertising by motivated, raving fans.

Managing customer service requires the use of many skills such as measuring and managing performance, problem solving, and incorporating flexibility as a key aspect of customer service.

The PD Training Managing Customer Service Training Course provides knowledge and skill development in leading, modeling, focusing, managing and promoting the values that boosts customer service.

This highly valuable and dynamic training course is now available throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Canberra, Parramatta and Perth and also via instructor-led online training.

Please click on the Public Class tab below to view our Managing Customer Service Training course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

Managing Customer Service Training OUTLINE

Foreword:

During the training course, participants develop knowledge and skills in understanding the role of a manager in customer service, establishing links between business practices and customer service, discovering ways to engage employees, understand customers’ needs, and more. Managing Customer Service Training Course is designed for easy and essential understanding and skill development so that managers and supervisors develop the ability to enhance their job skills.

Outcomes:

After completing this course, participants will have learned to: Identify ways to establish links between excellence in customer service and your business practices and

policies. Develop essential skills and practices in managing customer service Understand leadership Recognise what employees are looking for to be truly engaged. Manage performance Recognise who the customers are and what they are looking for. Use onboarding and orientation Develop strategies for creating engaged employees and satisfied customers in whatever business units

you manage. Understand and use the six critical elements of customer service Use the five practices of leadership

Managing Customer Service Training Course - Lesson 1Getting Started

Icebreaker

Pre-Assignment Review

Workshop Objectives

Managing Customer Service Training Course - Lesson 2Six Critical Elements

Element One: A Customer Service Focus

Element Two: Defined in Your Organisation

Element Three: Given Life by the Employees

Element Four: Problem Solving

Element Five: Measure It

Element Six: Reinforce It

Measurement in Practice

Managing Customer Service Training Course - Lesson 3Understanding Leadership

About Leadership

Understanding Your Comfort Zone

Managing Performance

Servant Leadership

Onboarding and Orientation

Managing Customer Service Training Course - Lesson 4Five Practices of Leadership

Challenging, Inspiring and Enabling

Modeling and Heart

Practices in Practice

YEARLY AT PD TRAINING

15,000 PEOPLE 390 CITIES Over 15,000 people Over 390 Cities

in workshops in 16 Countries

1,300 CLIENTS 4.5 STAR FEEDBACKOver 1,300 Corporate, Participants 4.4/5 Government & NFPs Their employer 4.5/5

10,000 PROFILESAha moments for 1000's of people

WHY PD TRAINING?Our purpose is to help your organisation provide training and development

to your people that is on target, fun, retained and above all helps them achieve their goals.

PD Training has been providing learning solutions for over 10 Years with a continuous improvement methodology.

After incorporating feedback from 400 trainers each year and 15,000 participants spread across 22

countries we are able create outstanding learning experiences that promotes lasting change, are cost

effective and that changes lives.

WE GIVE WITH PURPOSE AND IMPACT GLOBALLY.

Our Partnership though B1G1 allows for us to provide social impact to the

world on behalf of our participants and bookers. To date through every training

course booked through PDT training we have been able to deliver numerous

impacts of quality education, health and wellbeing, and activities to reduce

poverty.

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