Customer Xperience essentials

Customer Xperience essentials



In-house Enquiry


This course is only available for in-house delivery. For more information please contact the Learning team on 02 8066 1900 or email [email protected] for a quote.

Course Overview


This course provides frontline customer service staff with insights into the skills, attitudes and behaviours that enable them to work effectively in this often challenging environment. Core topics include:

  • Why customer service matters to public sector organisations
  • The role of customer service charters
  • Understand the customer service value chain
  • Develop key capabilities required by customer-facing and call centre staff
  • Maintain effective communication under pressure
  • Handle complaints professionally and empathically
  • Building and maintaining confidence and emotional resilience

More than ever before, the public expects government to measure and improve the community’s satisfaction of services provided by agencies. Organisations can have the best processes and systems - but if, at the actual point of interaction with staff (‘moment of truth’) the client experiences ignorance, indifference or inordinate delays, their trust and tolerance can be lost and be difficult to restore.

Learning Outcomes


  • Recognise the five (5) fundamental elements of effective public service and how to apply them
  • How co-producing service allows customers to play a greater role in service delivery and experience
  • Identify and interpret the specific needs of customers
  • Maintain an awareness of customers as individuals with varying needs and interests
  • Communicate effectively and demonstrate active listening in dealing with customers
  • Remain confident and professional in managing hostile and difficult customers
  • Apply appropriate agency standards, procedures and protocols in providing services to customers

NSW Public Sector Framework Capabilities


This course is targeted at Foundational to Intermediate level. The following behaviours from the framework are covered:

Relationships: Commit to customer service

  • Understand the importance of customer service.
  • Help customers understand the services that are available.
  • Take responsibility for delivering services which meet customer requirements.
  • Support a culture of quality customer service in the organisation.
  • Identify and respond quickly to customer needs.

Enquiries: For more information on our learning programs, please contact the IPAA NSW Learning Team on 02 8066 1900 or email [email protected].