“Customer Service”

There is no business without Customer Service – it is a core element of any organisation’s function and focus.

Our staff and personnel are trained and committed to presenting our clients with the best in customer service strengths within the industry.

Your customers buy an experience every time they frequent your venue. Customer service is an attitude which can become the standard and form the “service driven culture” within your establishment.

Some of the content covered in our Customer Service workshop include:

  • Deliver what you promise
  • Under promise and over deliver
  • Exceed customer expectations
  • What makes customers stay, and the reasons they leave
  • The 80 / 20 Rule
  • Finding new customers costs five to seven times more
  • Value of existing customers
  • Critical moments
  • Responsiveness
  • Empowerment
  • Developing lasting relationships
  • The customer is not an interruption
  • A complaint is a gift
  • You own a problem until it is resolved
  • Service recovery
  • Courtesy
  • Remember to capture compliments
  • Love your customers

By understanding the relationship business environment there are clear outcomes for the individual as well as the organisation through customer loyalty, reputation, trust and business viability and profitability.

“Delivering Service Excellence”

Meeting your Compliance obligations is equally important in dealing with incidents at your business. Risk Analysis reporting in many clubs has identified that up to 50% of incidents occur at the point of entry.

To minimise legislative and compliance risk, frontline staff are educated on the obligations of the licensee in accordance with the Liquor Act; the various prescribed offences, and the procedures in dealing with and recording breaches.

Training in conflict management, information extraction and people management is part of the course content.

The counterpart to compliance management is Customer service.

We sell our customers an experience every time they frequent the venue.

The training focus is on attitude, demeanour, presentation and adding value to the customers experience through a quest for service excellence.

The quality of standards in service generally leads to a strong “service driven culture”, ensuring customer loyalty, reputation, trust, viability and profitability.

This is often the point of distinction between you and your competition ensuring todays investment in frontline staff generates tomorrows returns.

Customer Service training programs are also available for in house courses and can also be streamlined to address your specific needs.

 

For more information on our Customer Service Training contact us on (02) 9635 0477 or email: 

For more information on our Customer Service and Compliance Training services contact us via:

02 9635 0477 or info@alliedrisk.com.au

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