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Overview
What you will learn
By the end of this Customer Service Excellence course offered by University of Sydney , you should be able to:
- greet customers with confidence and ease, creating a positive first impression
- build rapport by using body language and voice effectively
- manage customer emotions and expectations before delivering a solution
- ask good questions to identify customer needs; as well as build your listening skills to discern these needs
- allow the customer to feel in control whilst generating options within available resources
- set healthy boundaries with difficult customers to generate respect whilst working to an acceptable solution for both parties
- identify the impacts of poor customer service
- deliver effective customer service across a range of channels – face to face, phone and online, following a disciplined process to meet customer expectations and then achieve excellence
- build customer loyalty by delighting the customer, resulting in a low cost to the organisation and your personal contribution to the success of the organisation
- handle customer complaints and misunderstandings in a positive and effective manner
- work towards customer service metrics that denote the required level of satisfaction from customers.
Programme Structure
The program focuses on:
- Defining your customers (internal and external) and how they perceive you and your brand
- Defining excellent customer service
- Creating a positive first impression
- Rapport building
- Initiating conversations that can generate sales
- How to read clients' body language and how to use your body language and voice flexibly and effectively
- Allowing the customer to express their feelings
- Communicating clearly
- Identifying the customer’s needs
- Helping to meet the customer’s needs
Key information
Duration
- Full-time
- 1 days
- Part-time
- 1 days
Start dates & application deadlines
- StartingApply anytime.
- StartingApply anytime.
Language
English
Delivered
On Campus, Online
Disciplines
Communication Studies View 30 other Short Courses in Communication Studies in AustraliaAcademic requirements
We are not aware of any specific GRE, GMAT or GPA grading score requirements for this programme.
English requirements
We are not aware of any English requirements for this programme.
Student insurance
Make sure to cover your health, travel, and stay while studying abroad. Even global coverages can miss important items, so make sure your student insurance ticks all the following:
- Additional medical costs (i.e. dental)
- Repatriation, if something happens to you or your family
- Liability
- Home contents and baggage
- Accidents
- Legal aid
We partnered with Aon to provide you with the best affordable student insurance, for a carefree experience away from home.
Get your student insurance nowStarting from €0.53/day, free cancellation any time.
Remember, countries and universities may have specific insurance requirements. To learn more about how student insurance work at University of Sydney and/or in Australia, please visit Student Insurance Portal.
Other requirements
General requirements
- CRICOS Number: 0026A
- Suitable for anyone who has responsibility for serving internal or external customers. The course covers foundational content and is designed for those who are in the formative stage of their customer service-oriented career.
Tuition Fee
To always see correct tuition fees
-
International
650 AUD/fullTuition FeeBased on the tuition of 650 AUD for the full programme during 1 days. -
National
650 AUD/fullTuition FeeBased on the tuition of 650 AUD for the full programme during 1 days.
- Face-to-face: $700.00
- Online: $650.00
Living costs for Sydney
1882 - 3547 AUD /month
Living costs
The living costs include the total expenses per month, covering accommodation, public transportation, utilities (electricity, internet), books and groceries.
Funding
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