Course Details

EMA Learning

EMA - Auckland EMA 159 Khyber Pass Road, 1023 Grafton, Auckland

Full Day

Companies that offer reliable and customer-focused service have a distinct competitive advantage and can build an element of loyalty and defend a price premium. Customers have become more demanding - and while speed, quality and price are still important, many customers value dependability and a good working relationship above those three, along with being respected and valued.

What you will be able to do



• Communicate more effectively with customers
• Prioritise and deliver what is important to customers
• Engage in behaviours that customers see as beneficial
• Use the full potential of my home team to provide reliable service
• Prevent complaints from escalating and create positive outcomes
• Analyse our customer service effort for constant improvement

What we will cover



• Communications and customer service
• Customer expectations vs actuality
• Customer perception is reality - albrecht
• Customer service behaviours
• Team dynamics in customer service
• Dealing with complaints and conflict
• Four analysis elements for improving customer service
• Video-based interactive case studies

An EMA Learning tutor