Australasian Housing Institute

Positive Customer Service

The aim of this one-day workshop is to build capability of individuals to provide a high quality customer service experience consistently; based on a positive mind-set, behaviours and communication skills.

Recommend course:

Description

Content

  • Choose Your Attitude
  • Empowering Beliefs
  • Exploring the Meaning of Empathy
  • Valuing Differences - the DISC Exercise
  • Empathy Blockers
  • Active Listening
  • Teamwork - productive attitudes and behaviours in a cooperative setting

Learning outcomes

  • Recognise that we do have a choice of attitude in every moment
  • Discuss how different core beliefs produce different feelings, behaviour and consequences
  • Practise shifting core beliefs
  • Arrive at a common understanding of the term empathy
  • Recognise key elements of empathy as a skill
  • Apply a framework for identifying and valuing different behavioural styles
  • Explore ways we impede or block empathy
  • Create and foster empathy through active listening
  • Analyse current application of productive attitudes and behaviours in a cooperative setting
  • Identify new behaviours to provide a high quality customer service experience

Who should attend?

This workshop is aimed at staff at all levels wishing to enhance the customer service experience they provide.