Customer service excellence

Customer service excellence



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