Customer Service Skills for Early Childhood Educators (8 hrs)

Course Code: CX-CSSE-I-01

In-Company Training

Make each service transaction count! The initial touchpoint of service is crucial to creating a positive experience for customers. Now you can turn each customer interaction into an opportunity to build loyalty. Strengthen each service encounter so that your customers walk away gratified and impressed.

Designed to build solid customer service skills and confidence to communicate effectively, learning outcomes centre on being able to:

  • Identify what customers commonly expect from childcare centres and learn how to be responsive to customers’ needs.
  • Use positive service language to foster mutual respect and understanding with customers.
  • Synchronise body language to the service language to project a positive and responsive image.
  • Listen effectively and empathetically to gain a complete and accurate picture of customers’ needs.
  • Prepare to deal with negative situations by reviewing steps to take when confronted with difficult clients or situations.
  • Take steps to explore ways of handling difficult situations that could occur in the centre.
  • Increase staff productivity by empowering them with solid skills to be more responsive to the feelings of customers to deal more effectively with them
  • Improve attitudes, self-development, collaboration, communication and teamwork thereby reducing staff turnover and customer complaints
  • Reinforce your customer service philosophy to create an environment centred on service excellence

Introduction to service excellence and service mindset basics

  • Definition of service in the context of work

Fundamentals of communication

  • Different aspects of communication and how they are linked
  • Understanding the customer’s perception
  • Factors of perception – people & environment
  • How does perception affect communication?
  • Creating positive perceptions (greet, small talk, and close)

Identify different customer ‘types’ and respond appropriately to each ‘type’

  • Instill consistent greeting standards
  • Techniques to start and sustain small talk – topics for small talk and identify appropriate situations to initiate small talk.
  • Use appropriate closing phrases to assess the various situations encountered

Verbal communication: Service language

  • Guidelines and tips on how to use service language appropriately
  • Exercise on converting negative statements using recommended phrases to show empathetic listening

Non-verbal communication

  • Body language and how it impacts customers and their perception of staff
  • Practice using the appropriate words and integrate with appropriate body language in various scenarios

Handling complaints and difficult requests

  • A 6 step approach to the CLASSC Model
  • Handling stress and your emotions
  • Listen – solicit – fact finding
  • Presenting options professionally
  • Closing positively

Participants will learn through role plays, group discussions, and exercises.

This course is designed for all customer interfacing personnel such as teachers and administrative staff, to learn effective ways of communicating and connecting effectively with customers.

Duration : 2 Half Days (4 hrs per half day) / 1 Full Day (8 hrs)
Time (Half Day Session) : 2:00pm – 6:00pm
Time (Full Day Session) : 9:00am – 6:00pm

Course Fee : $210.00
Nett Fee Incl. 7% GST : $224.70

 for more information.

Key Benefits
  • Increase staff productivity by empowering them with solid skills to be more responsive to the feelings of customers to deal more effectively with them
  • Improve attitudes, self-development, collaboration, communication and teamwork thereby reducing staff turnover and customer complaints
  • Reinforce your customer service philosophy to create an environment centred on service excellence
Course Contents

Introduction to service excellence and service mindset basics

  • Definition of service in the context of work

Fundamentals of communication

  • Different aspects of communication and how they are linked
  • Understanding the customer’s perception
  • Factors of perception – people & environment
  • How does perception affect communication?
  • Creating positive perceptions (greet, small talk, and close)

Identify different customer ‘types’ and respond appropriately to each ‘type’

  • Instill consistent greeting standards
  • Techniques to start and sustain small talk – topics for small talk and identify appropriate situations to initiate small talk.
  • Use appropriate closing phrases to assess the various situations encountered

Verbal communication: Service language

  • Guidelines and tips on how to use service language appropriately
  • Exercise on converting negative statements using recommended phrases to show empathetic listening

Non-verbal communication

  • Body language and how it impacts customers and their perception of staff
  • Practice using the appropriate words and integrate with appropriate body language in various scenarios

Handling complaints and difficult requests

  • A 6 step approach to the CLASSC Model
  • Handling stress and your emotions
  • Listen – solicit – fact finding
  • Presenting options professionally
  • Closing positively
Learning Methodology

Participants will learn through role plays, group discussions, and exercises.

Who Should Attend

This course is designed for all customer interfacing personnel such as teachers and administrative staff, to learn effective ways of communicating and connecting effectively with customers.

Course Details

Duration : 2 Half Days (4 hrs per half day) / 1 Full Day (8 hrs)
Time (Half Day Session) : 2:00pm – 6:00pm
Time (Full Day Session) : 9:00am – 6:00pm

Course Fee : $210.00
Nett Fee Incl. 7% GST : $224.70

 for more information.