NSW - Dealing with Customers Face to Face 1 Day Program
Elective units from the FNS40115 Certificate IV in Credit Management
Building, maintaining and protecting Customer Relationships is vital and often a challenging part of Credit Management. A team that can confidently manage a customer relationship will not only achieve better results for the Credit Team, will also gain respect and trust from other business units.
This one day course covers two core areas of the Customer Relationship which are two elective units from the Certificate IV in Credit Management, Process customer complaints and Conduct customer engagement. Completing this course will enable students to feel confident in their interactions with customers by providing and understanding the Legal and Regulatory requirements of customer contact and providing tools to assist customers through complex and technically detailed situations.
Outcomes covered within this unit:
- Understanding how to prepare to contact a customer
- Techniques for ensuring that the customer’s requirements are addressed
- When to use escalation when dealing with a customer
- Dealing with complaints from customers
- Understanding when a complaint may need to be referred to an external body and/or internal person
Preparing to contact the customer. Customer interaction. How to use contact guides. Locate sources of information that may be required to develop product or service expertise. Develop a clear understanding of enterprise policies and procedures. Develop proficiency with equipment and systems to effectively and efficiently manage contact. Greet customers in accordance with enterprise protocol and how to respond in a manner to effectively encompass cultural diversity. Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction. How to complete and follow up action in accordance with timeframes, business rules and practices in line with customer expectations. How to manage the complaints process.
Participants that undertake and successfully complete the assessment requirements for BSBCMM301 Process customer complaints and BSBCUE203 Conduct customer engagement which are Elective units from the FNS40115 Certificate IV in Credit Management will receive a nationally recognised Statement of Attainment.
- 09 April 2018
- Level 3, Suite 3031-9 Chandos StreetSt LeonardsNSW
- AICM National Office
- 9am - 4:30pm
- CCE Points