These outlines are a guideline only and all programs can be tailored to meet your individual needs. For more information about the programs, and the special requirements to conduct them, please contact Fundamental Training and Development.

Day one

What is quality customer service?

Who are our customers?
Roles and responsibilities

How attitudes influence your customer

The impact created by positive first impressions

Turning complaints into positive customer feedback

What customers really want

Interpersonal skills for customer service

Barriers to effective communication

Different communication styles and how to respond to them
Answering telephones in a positive and professional manner
Responding assertively

Dealing with difficult behaviour

Conflict resolution

Customer centred problem solving