Customer service excellence course

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Course description

Customer service excellence course in Sydney

The Customer Service Excellence course aims to build on a participant’s existing customer service knowledge and experience by including specific case studies relevant to your industry and organisation and applying these tools to understand different customer types and how to deal with an array of situations in face-to-face and telephone interactions.


During this course the intention is that the following topics will be covered, but not necessarily in the order given.

This course is a blend of:

  • Pre-course preparation activities
  • Face-to-face group training
  • Post-course activity


The Value of Customer Service

  • The Value of Customer Service
  • What is Customer Service?
  • Why is Customer Service Important?
  • Consequences of Poor Customer Service
  • Why customers stop doing business with an organisation?

Customer Profile

  • The Market
  • Customer Perspective
  • Organisational Customer Service Standards
  • Customer Types
  • Internal Customers and External Customers

Personal Gains

  • Customer Service Benefits
  • What’s in it for me?
  • Personal Standards
  • Customer Feedback
  • Continuous Improvement


The intended Learning Outcomes for this course are as follows.

By the end of this course, you will be able to:

  • Identify their personal strengths and weaknesses in delivering customer service
  • Recognise that service delivery is an individual response value
  • Understand how their own behaviour impacts the behaviour of others
  • Develop more confidence and skills as a problem-solver
  • Communicate more effectively
  • Learn some ways to make customer service a team approach
  • Apply the learning in practical exercises
Other Information

Please bring pen, paper and USB stick.