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Customer Service: We all love it!

Details

Start:
May 13 @ 12:00 am
End:
May 20 @ 12:00 am
Other Time Zones:
Session 1: 13th May 2021
            1.00pm - 3.00pm (NSW, ACT, Tas, Vic, QLD)
            12.30pm - 2.30pm (SA, NT)
            11.00am – 1.00pm (WA)

Session 2: 20th May 2021
            1.00pm - 3.00pm (NSW, ACT, Tas, Vic, QLD)
            12.30pm - 2.30pm (SA, NT)
            11.00am – 1.00pm (WA)
Cost:
$290 – $350
Event Category:

Other

Trainer First Name
Murray
Trainer Last Name
Coates
Trainer Short Bio

Murray has over 25 years of experience at senior management level in aged and disability support and associated sectors. As a passionate, skilled and experience trainer/ presenter he uses a mix of theory, experiential, reflection and self-discovery to support participants understand and apply their new and existing knowledge. He is also a trained facilitator in the Enzyme technique, which supports groups explore options and prioritise them for action. As a well-rounded personal development professional, Murray is also a successful mentor from the C suit to emerging leaders, where he can provide participants with insight, challenge and focus on solutions that last. He believes that a mix of training and mentoring will be the best approach for the implementation of the new Aged Care standards.

Murray is currently the managing Director at MKC consulting, supporting organisations to develop and to effect change that provides better and more sustainable outcomes for the clients they service. Prior he was the CEO of Community based support a large NFP providing service to people with disabilities and senior Australians. During this time he has also served on the State committee of ACSA. Prior to joining CBS, Murray ran a niche registered training organisation (RTO) in Canberra, the Australian Indigenous Leadership Centre, where he played a key role in moving the organisation away from pure government funding, and into a sustainable financial position. Having been involved in the marketisation of both the RTO and Job Services sectors, he understands the journey, environment and dynamics that organisations go through as government policy changes and new players enter the market.

Murray has served on many profit-for-purpose and commercial boards, including Kimberley Group Training and the TAFE Governing Board, he was the Chairperson and Board Member of the Ord Valley Muster.

May 13 @ 12:00 am - May 20 @ 12:00 am

$290 – $350
Due to unforeseen circumstance, we will be postponing this session to a later date.
If you are interested in this session please enquire here

 

In today’s competitive world of providing aged care we all need to be focused on making the customer feel number one. The aged care quality and safety standards also put our clients at the centre of everything that we do. Lastly and most importantly, as a sector we really care about those we work with.  So how do we pull all of this together to ensure that that our customer service surrounds everything we do as professional workers?

Held over 2 x 2 hour sessions, this course will explore this and provide practical tools to improve what we do for older people receiving our support in all settings.

By the end of the two, two-hour sessions, participants will have explored and have understanding of:

  • Where does customer service occur?
  • Why do we care about great customer service?
  • How the aged care quality standards relate to great customer experience?
  • Importance of engagement and relationships
  • Six pillars and practices of great customer service
  • Culture of great customer service
  • Soft skills
  • Managing complaints
  • Open Disclosure
  • Domains of customer service
  • Tricks and tips

Participants will be able to apply these learnings practically to the workplace to ensure a better customer experience.

 

Target Audience:  All aged care workers

 

Session 1: 13th May 2021; 1.00pm – 3.00pm AEST

Session 2: 20th May 2021; 1.00pm – 3.00pm AEST

Venue

Online via Zoom
Tickets are 1 per person
A Reminder email will be sent to registered participants 1-2 days prior to the session including the zoom link and any handouts,

Tickets

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