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Membership
Customer service excellence
Customer service excellence
No public dates
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
The Customer Service Excellence program supports participants to deliver customer service excellence as part of the wider organisational goal of improving customer service and customer advocacy.
Learning Outcomes
I understand the importance of creating great customer experiences and what that means for me and my role
I have tools and techniques to engage both internal and external customers with professionalism and confidence
I understand that different customers have different needs and how this influences their service delivery expectations
I understand how to manage difficult conversations with customers, and feel confident that I can handle these conversations in a structured and thoughtful way
I have made a personal commitment to putting the customer at the heart of all I do
NSW Public Sector Framework Capabilities
This course is targeted at Adept to Advanced level. The following behaviours from the framework are covered:
Relationships: Commit to customer service
Take responsibility for delivering high quality customer-focused services.
Understand customer perspectives and ensure responsiveness to their needs.
Identify customer service needs and implement solutions.
Find opportunities to co-operate with internal and external parties to improve outcomes for customers.
Ensure that the organisation’s systems, processes, policies and programs respond to customer needs.
Promote a culture of quality customer service in the organisation.
Course Materials
Course participants will be provided with a hard copy workbook.
Enquiries:
For more information on our learning programs, please contact the IPAA NSW Learning Team on 02 8066 1900 or email
[email protected]
.
Where
AUSTRALIA
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