Certificate III in Customer Contact

Who’s our Certificate III in Customer Contact for?

Certificate III in Customer Contact is for your frontline staff who are new to the business. These are your staff who are in a non supervisor role who are on the phones in a call centre or doing customer service in a retail environment. Basically any staff who deal with your customers on a daily basis in a customer role and who have been with your company for less than 6 months.

There are some sales components to this course (or they can be built in) but in general this is for customer service staff.

Whereas the Cert IV in Frontline Management and the Diploma of Management are all about taking your managers and educating them in cutting edge management technique, the Cert III in Customer Contact is designed to help your frontline staff understand how their managers should be managing them, and how to perform their duties at a peak standard.

The emphasis is on what an ideal work scenario looks like and then showing them how to get there.

In many ways the course is similar to Cert IV FLM and Diploma of Management but from the perspective of actually doing the processes effectively rather than managing them.

Features:

Genos Emotional Intelligence:

Introduction to the Genos Emotional Intelligence model. This is the foundation for all of our courses and is embedded in every module. Businesses are run by people, and learning how people work is fundamental to running a successful enterprise. The Genos International Emotional Intelligence model helps your frontline staff to have a solid understanding in the role of emotions in the workplace, how to work with their managers to avoid emotional decisions and how to work within a team of people who all have individual and distinct personalities.

Raving Fans Customer Service:

Customer service, (both internal and external) is not just a position title, but a core part of any successful business model. You’ll be able to understand the real differences between crappy customer service and award winning raving fan customer service and be able to make adjustments accordingly.

Famous Quote: Great customer service is a bit like adult entertainment… it’s hard to define, but you know it when you see it.

We’ll show you exactly how to define great customer service is, and how you can translate that into practice!

The Difficult Guest and Complaint Resolution:

Sometimes a conversation with a customer doesn’t go according to plan. Maybe the customer has done something wrong, or maybe the organisation is at fault. Either way, this conversation has to be managed both professionally and effectively so that both the customer and the company wins.

Using the award winning Difficult Guest methodology we’ll work through the various guises that unhappy customers come in and what to do in each situation.

Often the angriest customers can become your biggest fans if they feel that their issue has been dealt with correctly and professionally. We’ll train your staff to reach that objective more often!

Cross selling & Upselling:

More and more organisations are realising that their customer service teams can also be their greatest sales team! All it takes are a few well placed questions and observations for an enquiring prospect or current customer to either make the order or to add to their order. Not many people like the idea of “Do you want fries with that?” but by using this model McDonalds (and many other fast food companies after it) made billions of dollars in extra profits.

We’ll take the sales voodoo our of cross and up selling and show your frontline staff how easy and effective this little used sales tool can be.

Tuckman’s model:

Tuckman’s model of team development, and how to utilise. Teams don’t come ready made to work at peak performance! All teams run through a process, from getting to know each other, to working out a pecking order, to actually working together as an elite unit. All of these stages are very different, with their own hot points and need to be managed carefully.

Take a look at any two teams operating in your business and you’ll see that they operate at differing levels of efficiency and efficacy. You’ll learn how to see and define those differences and manage them so that more of your teams will start to hit that “elite” category!

Kaizen Lean:

How this business model brought Japan out of the post WWII blues. This was the beginning of (the one Motorola uses and GE) and is how Toyota became one of the biggest companies in the world!

Many managers come into a new department or workplace and start to make wholesale changes. And while in some circumstances this can work, Kaizen shows that incremental changes, that are tested and then implemented, over time translate into huge increases in efficiency and productivity.

William Edward Deming was awarded the Japanese equivalent of a knighthood for bringing Kaizen out to Japan. In fact, he’s the only westerner ever to have been given that honour. And I don’t know if you’ve heard of 6 Sigma, but it’s pretty big (in fact it’s everything!) in some of the biggest and most successful companies in the world, including GE and Motorola. 6 Sigma is based almost entirely on Deming’s Kaizen model.

Companies that use Kaizen as a core part of their business principles include Ford, Serco, Telstra, Motoroloa, GE, Lockhead Martin, Lear, Intel, Canon, Sony, Xerox, Microsoft, DHL, Citigroup, BP, Pfizer and many others…

Staff members who are participating in Kaizen need to have a solid grounding in how Kaizen works, and how it will be implemented on a department or team basis. You can then look forward to some serious increases in team productivity over time as they get in there and perform!

Project and Risk Management:

Even though at this level your staff won’t be managing or running projects, they will still have to work within them and will need to ensure that they’re working well within the team and helping the department to run effectively. They can only do this if they have strong fundamentals in Project and Risk Management.

They need to know how to work out to a budget and a time line. They need to understand all of the processes that have occurred to allow this project to exist, and what its objectives are. Using the fundamentals of PMBOK we’ll give your staff a solid grounding in how projects are managed, and how risks are evaluated and managed during the process.

Occupational Health and Safety (OH&S):

While it’s not the most exciting topic on the planet, it is very important that your staff have a full understanding of Occupational Health & Safety legislation and how it applies to them. It’s also a legal requirement!

We’ll make sure that your staff are fully up to date with the latest OH&S legislation and practices. We’ll also give them the a full understanding of why OH&S laws were introduced and how practicing safety in the workplace just makes great business sense!

How will this help the business?

• Massive boost to employee engagement
• Your frontline staff will feel will feel empowered, as they’ll actually have the know how and the experience needed to go out there and get results for their teams.
• You’ll have greater depth in skilled staff… helping you to future proof against unexpected resignations/pregnancies/terminations/illnesses etc.
• Greater knowledge in the business. You’ll have more people around you who actually know what they’re talking about, rather than just giving you ideas of what they think, they’ll be able to tell you what they know!
• Larger pool for potential promotion. Let’s face it, stuff happens and people leave the company. It’ll be for a variety of reasons, but if you don’t have a pool of upskilled staff then the result is the same. You have to go to the expense and waste time trying to replace the talent and the knowledge that your company has lost. It’s great to know that no matter what happens your company has solid depth of skills and can replace any position if the unexpected happens.
• Your frontline staff will become more productive and their engagement will increase. Think about a team that you really loved working in as opposed to a team that you absolutely hated working in, and guaranteed your manager was a major part of how that played out. We’ll work with your team leaders and supervisors so that they can work towards being the sorts of managers that they would like to work for themselves!