The Service Factor - Internal and external customer service
1300 219 903

The Service Factor

Getting Everyone On The Same Service Page


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Getting Everyone On The Same Service Page

By the end of the program participants will have rediscovered the importance of both internal and external customer service.
They will be able to develop strategies and techniques to provide positive, passionate and professional service to both their customers and across their organisation.
Participants will create a shared understanding and language to drive the service factor across their team or organisation.

Topics

  • The Service Factor Model
  • Internal Vs. External Service
  • Your Most Important Customers
  • Servile Or Service
  • The Customer Service Gene
  • Meeting Customer Expectations – Systems And Style
  • Teaching People To Care
  • Going Above And Below Expectations
  • Handling Criticism - A Complaint Is A Gift

Testimonials

“The course and the trainer was really engaging. Its definitely worth doing whether your role is customer focused or not.” Sarah O'Connor,Teacher's Union Health Fund
“The program was both internally and externally focussed, which is great for a corporate services team whose main customers are internal. It provided an action plan to focus on key areas where customer service can be improved and team behaviours monitored by the team.” Laurie Ellis,Mitchell Shire Council
“Efficient and effective systems, combined with a flexible and positive style, while looking at a complaint as a gift leads to exceptional customer service that exceeds customers' expectations.” Martina Rasmussen,Frankston City Libraries

In-house Programs

All of our programs can be conducted as in-house programs. Proteus can also customise an in-house program, tailored to your company’s needs. Contact our team to discuss your requirements.

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Cancellation Policies

Workshop Cancellation Policy (Virtual and Face-to-face)

Payment is required before the commencement of training. All payments within 7 days of the program date must be paid by credit card or direct debit. Refunds will not be given within 7 days of the program date. Transfers to another program date or a replacement person, can be made up to 48 hours prior to the program, if submitted in writing. No refunds or transfers can be made after this time. Proteus Leadership reserves the right to change the facilitators/speakers or the advertised price.

Multi-session Cancellation Policy (Virtual and Face-to-face)

Payment is required before the commencement of training. All payments within 7 days of the program date must be paid by credit card or direct debit. All cancellations/transfers must be received in writing. Refunds will not be given unless at least 30 working days notice prior to the program is provided. No refunds will be given after this date. A 10% (of total cost) administration fee will be deducted for all cancellations. If you are unable to participate, a substitute participant (transfer) is welcome if written notice is given prior to the program but will incur a $75 administration fee. Proteus Leadership reserves the right to change the facilitators/speakers or the advertised price.

NB: Face-to-face programs will only go ahead if safe to do so. If not, the program will revert to a virtual format. All COVID-19 restrictions and regulations will apply.