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Customer Service by Design

Executive Skills Duration Customised Non-accredited training Customised delivery Dedicated Class

Every one of us has had at least one experience of superb customer service and one where the service fell far short of what was expected and desired. These workshops are all about delivering great customer service, whether the business is in retail, hospitality, travel, even organisations like government departments and non-profits. Whether they are serving a customer or client, that individual deserves to be treated equally well in every interaction. When relationships are handled effectively, it will build your business and benefit your organisation for years to come.

Course snapshot

Understanding customer expectations and experiences

Managing customer interactions

Managing ongoing customer relationships

Course structure

We have selected key subjects that focus on in demand skills for today's workplace and employers. These three workshops can be purchased as a collective suite or as individual workshops. The suite is designed to be as flexible in order to target your specific learning and development needs.

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Expectations

Expectations

Building a great relationship with customers begins as soon as they come in contact with your organisation.
Those first impressions are so important, get that first experience right and you start the process of developing long-term relationships and advocates for the business. In this workshop, participants will clearly appreciate how first interactions play such a huge role in the success of an organisation.

Learning Outcomes

- Determine who the customers are
- Work effectively in a service environment
- Develop your product and service knowledge
- Add value to the customer's needs and wants
- Deal with challenging customers
- Work in a team environment
- Identify opportunities for cross/upselling
- Understand the importance of first impressions

Key Concepts

- First impressions - Rule of Twelve
- Moments of Truth
- RATER Model
- Customer rights & responsibilities
- The art of customer conversations

Interactions

Interactions

When customers are in our environment, we have to create the positive atmosphere in which they interact with our product or service. How we create this environment is what will determine the customer's experience and impression with your product or service.
In this workshop, participants will be able to examine the elements involved in customer interactions and their impact on a business.

Learning Outcomes

- Benchmark the best practices for customer interactions
- Provide personal leadership
- Implement customer service strategies and standards
- Know the best way to deal with customer complaints
- Develop teams and individuals
- Ensure ongoing learning/coaching moments from customer experiences

Key Concepts

- CASE method
- Service Value Chain
- Setting Standards & Values
- GROW coaching model
- DEDICT Instruction Model
- Customer Service Charter

Relationships

Relationships

Great managers drive organisations. Relationship management is about managing the relationship with existing customers with a focus on creating loyalty towards the business. After participants have made the investment in finding new customers, it’s important to consider how they can manage your customer relationships to build your business and your customer base, and keep customers returning.

Learning Outcomes

- Develop customer service strategy
- Collect/analyse customer information
- Write convincing proposals
- Develop customer service value propositions
- Build loyalty and behaviours
- Develop a customer service plan/culture
- Provide specialist advice

Key Concepts

- Utilise CRMs
- Predictive Analytics/Loyalty Programs
- Developing a Customer Service Plan - setting objections & targets
- Managing virtual presence

Explore course structure

Download course guide
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“We have been using MCI for the past 2.5 years and they have proven to be a solid partner for the executive skills training for Excelian APAC staff. What differs MCI from other training providers, in my opinion, is a constant search for different and exciting ways to engage staff during the training.”

Agata Wypych, HR & Operations Manager APAC – Excelian
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“The team at MCI have been great to work with, from early discussions, through shaping the training and then delivery.  My team have come back from the training sessions more closely knit, enthused and full of ideas.  What more could I ask for?  One of my team members said “I have been on a lot of training, but this was by far the best and the most useful".”

Paul Jewell, Regional Manager, NSW & ACT - FinXL
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“We have been working with MCI for the past 4 years. Our participants commented that MCI’s facilitators were incredibly enthusiastic and engaging, whilst providing some very useful insights and tools to assist in holding coaching conversations. MCI’s professional development days are a unique community give back, Denise herself condenses a myriad of information from the conferences she attends into meaningful, impactful information that keeps participants up to date with the latest trends.”

Kylie Perrin, HR Manager - Fujifilm

Training with MCI Solutions

FAQs

Let us answer your questions.

Contact us to learn more

  • Q:

    What qualifications are offered online?

    A:

    Right now, we only offer the Certificate IV in Leadership and Management as a supported online course. Our other short courses and qualifications all have face to face training elements.

  • Q:

    Where is the face to face training delivered?

    A:

    - Face-to-face – clients offices/third party locations that suit the size and needs of the group
    - Face to face – MCI’s incredible facilities in the Sydney CBD, above Wynyard Station.
    - Online – via our engaging eCampus that enables participants to learn in their own time and enter a world of current and business focused content.
    - Combination of the above as required so that our learners experience a blended approach to improve their performance by gaining new skills and knowledge.

  • Q:

    Can training programs be customised?

    A:

    Yes – Our specialist instructional design team is made up of experienced and creative writers and designers so that learners benefit from an engaging and highly interactive program. We listen to what your needs are and how they relate to the overall vision of the business and we ensure that we select the right platform and content to meet these requirements. We ensure that you notice the difference pre- and post-training to generate the organisational changes you need to lift performance to the next level.

  • Q:

    Who are the trainers?

    A:

    Our team of trainers are well known in the industry for their deep knowledge, engaging presence and ability to take their group on their learning journey using a toolkit of activities, games and discussions.

  • Q:

    What does it cost?

    A:

    Please enquire for course and training prices. Our public schedule price list offers a variety of courses at a standard price, delivered at our Sydney CBD training venue. Our bespoke solutions vary depending on your requirements, number of participants and the complexity of the program. Allow us to do a detailed analysis as you brief us on the scope of the project.

  • Q:

    Will people who attend the training receive a formal qualification?

    A:

    MCI provides you with the choice of both accredited and non-accredited programs. We help you determine who should be trained and whether a nationally recognised certificate or a non-accredited executive skills would be a suitable choice. We can also measure changes in performance via one of the embedding apps that your participants could have access to post-training. Learning is all about measuring change – simply choose which measurement mechanism is appropriate for your needs.

  • Q:

    What if I want to train a few individuals?

    A:

    We provide you with the option of our pubic schedule program in Sydney for certain popular courses. Alternatively, provide some small group coaching for your team so that they receive more individualised attention from our coaches and trainers. Enquire with us and we will help you find the right solution

  • Q:

    Do you offer government (subsidised) funding under the NSW Smart and Skilled?

    A:

    - We offer funding across NSW for full qualifications from Certificate III to Advanced Diploma level qualifications
    - We also offer our corporate clients Skill Sets (up to half the qualification) for dedicated classes on client site across NSW
    - Special Funding is also available for people with a disability; NSW Social Housing residents and people from an ATSI background.

  • Q:

    Am I eligible for Smart and Skilled funding?

    A:

    Are you?

    1) 15 years old or over?
    2) No longer at school?
    3) Living or working in NSW?
    4) An Australian citizen, Australian permanent resident, humanitarian visa holder or New Zealand citizen?

    If you answered ‘Yes' to all four questions, then you're eligible to enrol in a government-subsidised course with MCI as we are an approved Smart and Skilled training provider.

Contact us to learn more

Get the best out of your people! Give your staff the opportunity to earn a nationally recognised qualification or new executive skills in order to gain practical and relevant skills for the workplace. At MCI Solutions we can also customise our courses to suit your learning and development needs. Contact us today to get personal and expert advice about how MCI Solutions can help you.

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