Providing quality customer service makes good business sense. It increases customer satisfaction, which in turn builds customer loyalty and contributes to the bottom line.

There are certain quality customer service practices an RTO should consider incorporating into its operations.

Products & services information

Clearly explain what you offer via your website, brochures and  promotional material, ensuring the information is:

• easy for customers to understand
• accurate and up-to-date
• tailored where appropriate to customers’ requirements. 

Face-to-face service

Deal quickly and competently with customers when they come to you. Whether for information on training courses or during training delivery, ensure you:

• show an attentive interest in the customer
• have a friendly and courteous manner
• are responsive and flexible to the enquiry
• ensure staff are knowledgeable and fully trained to deal with customers.

Telephone service

Customers using the phone value the same key attributes of face-to-face customer service (listed above). However, it is important to acknowledge or apologise to a face-to-face customer should you need to attend to a telephone call during a face-to-face meeting .

Taking orders

Ensure your customers know how to formally book training products and services and what commitments this entails from them.

Follow-up documentation

All expected documents should be provided to the client to an agreed schedule.

Billing and managing payments

Successful billing revolves around “no surprises” and ease of payment. Ensure bills:

• are clear and easy to understand
• are accurate and include all related costs
• arrive at the right time and location
• are of an amount that is expected
• provide convenient payment options.

Visiting the customer

If the training relationship requires you to provide training at the client’s premises, ensure you meet the agreed training specifics and conduct them in a timely and professional manner.

Handling complaints

A good system to manage complaints is critical. A good complaint management process can have a positive impact on customers.

Creating a service culture

Good service can only occur where management culture brings together a service environment that integrates staff with processes, systems and policies that are focussed on the customer. 

Repeat business

Looking after your customers will make sure they return to your business and recommend your business to others. In most instances this will mean lower marketing costs and increased profitability.

Note: These points have been adapted from Ministerial Council for Consumer Affairs Customer Service Guidelines.