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Does this customer actually expect me to help them?

Ever experienced bad customer service? Ever stood waiting while staff joke with someone on the phone about the wonderful time they had at the party over the weekend? Ever got the feeling customer service staff would rather you just went away?
Of course you have.
While bad customer service can be amusing it can also be infuriating and drive customers away.
Clarence Valley Council economic development coordinator, Elizabeth Fairweather, said it was well recognised that customer service was not a department; it is everyone’s job.
“From your front-of-house staff to your back-of-house staff, whether you run a retail store, cafe, accommodation or even an event, customer service excellence has always been and will always be one of the critical competitive advantages for any business and with the expansion of social media we are now communicating with our customers on many more levels,” she said.
“Good customer skills are something that’s really important to local businesses in the region.
“At one of the first My Clarence Valley Business Tourism & Hospitality Cluster meetings the participants answered a survey about what workshops they would like us to organise.
“The top response, to our surprise, was customer service. This was over social media training, marketing and branding. It was quite incredible, so we made customer service one of the nine industry workshops to be delivered over the year.”
The workshop will be conducted by tourism professional Krista Hauritz and customer service professionals from Queensland-based company Customer Frame’s Sueanne Carr and Peter Turner.
With a passion for working with people, Sueanne loves getting her teeth into business challenges, formulating plans and empowering others to make change happen. With more than 20 years behind her, Sueanne’s reach has touched market-leading brands such as lastminute.com, Avis, Travelocity, Hays Recruitment, Tourism Queensland and Tourism Australia.
Peter is a global leader in transforming SMEs, large businesses and organisations through the eyes of their customers. As a customer success catalyst, he brings more than 15 years of experience in consulting projects for commercial and government organisations in the UK, Australia and throughout Europe.
The workshop will be held at the Angourie Resort in Yamba on Thursday, August 17 from 5:30 – 7:30pm (AEST). Refreshments will be provided.
To book, visit www.cvcustomerservice.eventbrite.com.au or contact Lou Gumb on 6645 0205 for more information.

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