NESA Coaching Program
Customer Service Excellence
Tuesday 8 December 2020
Starts at 2.00pm AEDT (1.30pm SA, 1.00pm QLD, 12.30pm NT and 11.00am WA)... finishes at 4.00pm AEDT
Target Group
All staff
Summary
With a focus on engagement, retention and placement through to outcomes; providing exceptional customer service is vital to the business success of employment services. In this two part coaching program you will be given an insight on what better practice in delivering excellent customer service is all about. Join Matt Luttrell as he explores excellence in serving your customers: employers and participants.
It will provide frontline staff and managers with vital strategies and techniques to build client relationships, develop a strong sense of trust, and grow business through good practices.
WHAT YOU CAN EXPECT
part one : A Boost to your Capability :
The change to the new customer-focused world
Practical emotional intelligence tips to engage & retain clients
part two: Develop Attraction & Engagement Strategies :
What will attract clients to your service?
Learn to balance mutual obligation with choice & control – Know what your clients really want
Change participants’ mindsets without them changing providers
Other
Each webinar session is expected to run for approximately 120 minutes including ample Q&A and discussion time.
A PDF copy of the presentation will be distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Matt Luttrell
With over six years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both front line and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent. Matt believes that the real secret is to be able to identify a situation and effectively communicate with the individual to gain a mutually agreed outcome.
Matt manages and presents specialist training designed to engage your team and customers. Using the latest in neuroscience techniques, Matt is able to educate groups on the importance of communication, engagement and human behaviour.
