HR Definitions

Most people would say, "I don't know how to tell you what good customer service is, but I know it when I see it".

Organisations spend obscene amounts of money trying to attract new customers.

The marketing manager would be appalled to think that after spending all that money to get a customer in the door, one low cost customer service mistake can drive them straight back out the door. It can even drive away people who were already there, the loyal customers.

Customer service is a complete package that makes people want to come back for more, refer to their friends and acquaintances, and makes people feel good about their experience.

Consistently delivering high levels of customer service is a difficult thing to do, especially if the front line staff are not fully skilled.

HRworkbench provides a blended learning program with a difference, it delivers sustainable gains in customer service delivery.

This program is a competency based, online training program that includes:

• Computer facilitated learning (CFL) modules: to exchange information and test knowledge retention
• Discussion groups: to engage people in debate about applying the learning to actual workplace situations
• Face-to-face training: to practice skills
• Assignments: to help participants analyse issues in the workplace and report on how they relate to program material
• Project work: to give each person an opportunity to anchor their experience to those in other organisations

Coupled with the 360 degree profiling Product, Benchmarking Customer Service Competence as a pre and post program assessment, the complete package measures the change in customer service delivery standards achieved through the learning program.

Quality Customer Relationships" provides the most comprehensive development tool that will deliver sustainable gains in productivity.

Quality Customer Relationships can be used as part of an in-house training and development project, or it can be used by consultants as either a program sold to their clients or as a public program.

The program uses a facilitator to conduct the face-to-face components and to mark exercises and projects.

Quality Customer Relationships was first launched in 1996 by Impact Learning Pty Ltd. That year it won a High Distinction in the Australian Institute of Training and Development Training Design Awards.

In awarding the top prize the judges said that this program was the "exemplar for the Industry".

Development of the product since that date has kept the process ahead of the competition in terms of changes in workplace behaviour.

360-degree Profiling
Customer Service Training
Staff Training/Staff Development