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Customer Service Leader

Customer Service Leader
Thursday 26 March 2020
9.00am to 5:00pm

Cliftons Training Rooms
Level 13, 60 Margaret Street, Sydney 2000

Professional & Associate Members $675
Affiliate Members $775
Non Members $775

This course is also available for in-house delivery. For more information please contact the Learning team on 02 8066 1900 or email learning@nsw.ipaa.org.au for a quote.


Course Overview


The Customer Service Leader program is about equipping public sector leaders with practical tools and techniques to ensure that they are able to inspire and motivate their teams to deliver great customer experiences. Core topics include:

  • Understanding CX strategy in the context of my role and organisation
  • Understanding, creating and delivering customer value
  • Characteristics of successful CX leaders – implementing customer-centric principles
  • Leading and sustaining change and overcoming, resistance to change
  • Engaging the team to create a customer-focused culture
  • Coaching for behavioural change
  • Individual leadership commitments to change.

Learning Outcomes


  • I understand why customer service is important, and what this means for me and my role
  • I understand that some staff might be resistant to truly taking ownership of creating great customer experiences, and I have tools and techniques to deal with this resistance
  • I understand the ‘Dos and Don’ts’ of good customer service behaviour and feel confident that I will be able to identify these behaviours in myself and others
  • I understand how I can inspire, motivate and coach other staff members towards delivering great customer service
  • I have made a personal commitment to unlock a customer focused mindset in myself and in others.

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

People management: Inspire direction and purpose, Optimise Business Outcomes. Manage reform and change

  • Promote a culture of quality customer service in the organisation.
  • Find opportunities to co-operate with internal and external parties to improve outcomes for customers.
  • Initiate and develop partnerships with customers to define and evaluate service performance outcomes.
  • Work with others to translate strategic direction into operational goals and build a shared understanding of the link to core business outcomes Create opportunities for recognising and celebrating high performance at the individual and team level.
  • Champion the organisational vision and strategy, and communicate the way forward.
  • Encourage others to strive for ongoing performance improvement.
  • Provide guidance, coaching and direction to others managing uncertainty and change.

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 learning@nsw.ipaa.org.au.
When
26/03/2020 9:00 AM - 5:00 PM
Where
Cliftons, Level 13, 60 Margaret Street Sydney, NSW 2000 AUSTRALIA
Online registration not available.
 

Terms and Conditions
Payments

Payment must be made either in full online at the time of confirming purchase or 14 days from the date of the invoice.
Payment is required prior to attending the event or course. 

Cancellation policy - Events
  • Cancellation must be in writing
  • Cancellation received more than 10 business days prior to the event running — no penalty will be incurred
  • Cancellation received within 5–10 business days prior to the event running — 50% of the event fee will be payable
  • Cancellation received within 1–5 business days prior to the event running — 100% of the event fee will be payable.
Cancellation policy - Scheduled Courses
  • Cancellation must be in writing
  • Cancellation received more than 10 business days prior to the course start date — no penalty will be incurred
  • Cancellation received within 7–10 business days prior to the event running — 50% of the event fee will be payable
  • Cancellation received within 1–6 business days prior to the event running — 100% of the event fee will be payable.
Cancellation policy - Self-paced Courses
  • Cancellations are not permitted.

Note: If you do not cancel and do not attend, 100% of the event fee must be paid.

Transfer policy - Events
  • All requests for transfers must be in writing
  • Substitute nominees may attend in your place where deemed appropriate; however, if a member wishes to substitute a non-member in their place the full fee will be payable.
Transfer policy - Scheduled Courses
  • All requests for transfers must be in writing
  • Your course registration can be transferred to another course without penalty if requested more than 10 business days prior to the course start date. Otherwise, the above cancellation policy applies. Transfers can only be requested when the course fee has been paid in full
  • Transferring your registration to another person can be done at any time without penalty, provided that nominee details are provided within a minimum of 2 business days before course/event start date; however, if a member wishes to substitute a non-member in their place the full fee will be payable.
Transfer policy - Self-paced Courses 
  • Transfers to another course are not allowed for self-paced courses.
Penalties may be waived in exceptional circumstances, work commitments do not count as exceptional circumstances.

Program Changes

IPAA NSW reserves the right to change programs/speakers/venue, or to cancel programs if the enrollment criteria are not met or when conditions beyond our control prevail. All registrants will be notified in the event of cancellation and their registration will be refunded. 


For our full terms and conditions click here

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