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Customer engagement 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 purpose of the program is to equip participants to understand the organisation’s customer experience strategy and, through a customer lens, how it can be improved. The program emphasises the importance of customer education and how internal service providers impact service delivery.
Core topics include:

  • The customer journey
  • Continuous improvement
  • Making it easy
  • A personal action plan

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 understand internal and external customer perspectives and the implications for service delivery
  • I understand how to work with internal stakeholders for continuous improvement of the customer experience
  • I have made a personal commitment to putting the customer at the heart of all I do and to promoting this focus within my organisation

NSW Public Sector Framework Capabilities

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

Relationships: Commit to customer service, Influence and negotiate

Results: Deliver results

  • 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.
  • Identify and share business process improvements to enhance effectiveness.

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].