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Customer Service Roadshow
JULY - OCTOBER 2015
JULY - OCTOBER 2015
Register today!
P: 07 3621 6005
E: [email protected]
W: www.provetccg.com.au
The Program
Day 1
“The team took away not only a better understanding and
appreciation of customer service but more importantly
how can they improve on this. I would have no hesitation
in recommending this to practices wishing to improve the
customer service aspect of their business.” Terry Butler
Understanding Your Clients and Customers
•
•
•
Staff roles as part of the professional health care team
Responsible pet ownership, pet advocacy & client care
Client expectations and perceptions
•
•
•
Basic consumer behaviour
How to build rapport and identify client needs
Styles and modes of communication
•
•
Recognition and acknowledgement skills
Identify professional telephone communication skills
•
Understand advanced questioning, key features and
meaningful benefits
Manage situations when clients object or need more
information to make buying decisions
Mastering First Impressions
•
•
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The power of first impressions in the practice
The power of first impressions on the telephone
Why personal presentation counts
Fundamental Sales Skills
•
•
Understand the importance of sales skills within the practice
Implement techniques for presenting products and services
using a contemporary approach to selling
•
Working with Difficult and Grieving Clients
•
•
Understand the grief process
Develop strategies to support grieving clients
•
•
Understand why clients can be difficult
Strategies to handle difficult or aggressive clients
•
Define the skills required to make an excellent lasting
impression with clients
Day 2
Mastering Last Impressions
•
•
Understand how to professionally hand over the client from
the consultation room to the reception counter
Identify the steps to presenting invoices and estimates for
future services
Setting Standards in Customer Service for Your Business
•
•
Understand the importance of Customer Service Standards
Develop key standards for your practice
•
Have established an action plan for improvement and
individual professional development training plans
Locations
Sydney 2nd - 3rd July
Brisbane 14th - 15th July
Townsville 22nd - 23rd July
Hobart 28th - 29th July
Melbourne 3rd - 4th August
Adelaide 11th - 12th August
Darwin 1st - 2nd September
Perth 16th - 17th October
Auckland 19th - 20th October
Christchurch 22nd - 23rd October
What past attendees have said...
“The delivery and content of the course was
outstanding, the presenter had the ability to
Welcome
drinks and
engage
ALL staff regardless
of theircanapes
position
within the hospital and helped pin-point
areas within the workplace that needed
streamlining.”
“It’s always exciting when you hear
CCG’s new ideas, challenging when you
implement them and so rewarding
when you reap the benefits.”
“All staff that participated in the course
feel that they have also gained personally
and have made progress in their abilities
and confidence to work at an increasingly
high standard.”
Louisa Hughes
Sylvia Daniels
Katharine Bowen
What is included in the enrolment fee?
Gain access to Customer Service Intelligence Online: With each registration you will receive an access token for the Customer
Service Intelligence Program (valued at AU$295).
Course includes: 20 page downloadable course notes for each module, lessons and activities, self assessments and certificate.
Speaker Overview
Speakers will vary per location. For more information on the speaker/s in your city, visit:
www.provetccg.com.au/csroadshow
SUE CRAMPTON
Sue is acknowledged as a leading speaker, trainer and consultant across Australasia in the areas of
practice and organisational development; strategic planning; communication excellence and; staff
development and management.
ROSIE OVERFIELD
Rosie is a sought-after speaker and coach in positive leadership, high-performing teams, conflict
management and mental health programs. Her forte is counselling and coaching for Veterinarians to
help them achieve wellness and balance alongside their busy roles.
DEB RENDER
Deb has almost 30 years experience in the veterinary industry, having worked in a variety of roles during
that time. Deb is passionate about delivering outstanding customer service and helping others to do the
same. She has presented numerous seminars for Crampton Consulting on customer service topics.
2015 Customer Service Roadshow Registration Form
Important Information
To ensure the experience for each participant is optimised,
Surname: ............................................................................................................................... positions at our Customer Service Roadshow are limited. Each
Given name: ...........................................................................................................................
participant will receive notes, pen, one access token to Customer
Position: .................................................................................................................................
Email : .................................................................................................................................... Service Intelligence online and refreshments including lunch,
afternoon tea and a tax invoice. Prices and speakers are subject to
Mobile: ....................................................................................................................................
change without notice. Prices listed include GST.
Dietary requirements: .............................................................................................................
Registrant 1 Registrant 2
Surname: ............................................................................................................................... Given name: ...........................................................................................................................
Position: .................................................................................................................................
Email : ....................................................................................................................................
Mobile: ....................................................................................................................................
Cancellation Policy
Cancellations received up to five working days before the
Customer Service Roadshow are refundable— minus a AU$60
service charge. Cancellations received less than five days prior
to the Customer Service Roadshow and non-attendance will be
considered as non-refundable.
Dietary requirements: .............................................................................................................
Practice Details Your investment: AU$595 per person Practice name and address: ....................................................................................................
...............................................................................................................................................
...............................................................................................................................................
Phone : ................................................................................................................................... Paying by Provet Plus Points? I, ______________________________ Account Number: __________________ authorise for Provet Plus Points to be deducted from my account for the
above programs. I have confirmed with my Provet branch that my account has the required points.
Paying by Cheque or Money Order?
Please make cheques and money orders payable to Animal Industries Resource Centre, Locked Bag 1003, Northgate, QLD 4013. Cheques and money orders must be attached
with this completed form for registration confirmation to occur.
Paying by Credit Card? Credit card type
( ) Visa ( ) Mastercard
Card # ......................................................................................................................................................
Name on card ...........................................................................................................................................Expiry date ................................................ / .........................................
Amount deducted .............................................................................. Cardholder signature ..................................................................................................................................
Invoice to be made out to .......................................................................................................................................................................................................................................
Payment is required at the time of registration and receipts will be issued. YOUR PRIVACY. The information you provide is collected for the purpose of processing your registration or for use in a CCG product or service. It may also be used for the related purpose of keeping you informed of upcoming CCG events and assisting us in improving and marketing our services
to you. As part of the arrangement between CCG and supporting companies, CCG will issue each partnering or sponsoring company with the name of all participants and their participating practice. By submitting the registration form, your details will be added to the CCG database and used
to address specific promotional material to your attention. If you do not wish to receive further information from the CCG please tick here _____ . CCG acknowledges and respects your privacy and the confidentiality of the personal information you have provided.
Fax 07 3621 6006 or email to [email protected]