Customer service leader

Customer service leader
Tuesday 24 November 2020
9.30am to 4:30pm (9.30-12.30 - 13.30-16.30)

Via Zoom interactive virtual workshop 

Professional & Associate Members $675
Affiliate Members $775
Non Members $875

If you are a NSW public sector employee, then you are eligible for Affiliate membership free of charge. Click here to join.

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.

ZOOM Virtual Classroom

Our virtual classroom consists of a facilitator teaching the class to students who are dialled in remotely to the class session. Presentation slides and other digital files can be presented during the training session using the Zoom platform and the student may either focus on these resources or the facilitator. 


To enable connection, you will require the following set-up:

- Sufficient internet connection – Zoom is successful on a 4G network. Any network better than 4G will enhance the student’s experience;
- A PC with a web-camera, microphone and the capacity to run the Zoom application to allow the facilitator to better interact with students in the same manner as a traditional classroom; and
- Sufficient sized monitor or screen

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


All course materials (including the workbooks) will be made available through our digital learning space, Illuminate. Your Illuminate access details will be provided 7 days prior to the course date.

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
24/11/2020 9:30 AM - 4:30 PM
Where
ZooM NSW AUSTRALIA
 

Terms and Conditions
Payments

Payment is required prior to attending the event or course. Please contact an IPAA NSW staff member if an exception is required.

Payments - Online Events

If you have an outstanding invoice for the event, you will not receive a link to the live event. 

Online Events

Only people registered to the event can access the content. Do not share login details with people who have not registered to the event

Cancellation policy - Events
  • Cancellation must be in writing and confirmed by an IPAA NSW staff member
  • Cancellation received more than 10 business days prior to the event – no penalty will be incurred
  • Cancellation received within 6-10 business days of the event – 50% of the fee is payable
  • Cancellation received less than 6 business days prior to the event – 100% of the fee is payable
  • No show – 100% of the fee is payable
  • Registrations received less than 6 business days prior to the event are non-refundable.
Cancellation policy - Scheduled Courses
  • Cancellation must be in writing and confirmed by an IPAA NSW staff member
  • Cancellation received more than 10 business days prior to the start date – no penalty will be incurred
  • Cancellation received within 6-10 business days of the start date – 50% of the fee is payable
  • Cancellation received less than 6 business days prior to the start date – 100% of the fee is payable
  • No show – 100% of the fee is payable
  • Registrations received less than 6 business days prior to the start date are non-refundable.
Cancellation policy - Self-paced Courses
  • Cancellations are not permitted.

Note: If you do not cancel and do not attend and event or course, 100% of the 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 if nominee details are provided within a minimum of 2 business days prior to the course start date. Transferring from a member to a non-member will result in a fee increase in line with the non-member course fee.
Transfer policy - Self-paced Courses 
  • Transfers to another course are not allowed for self-paced courses.
We may in our discretion waive cancellation charges in exceptional circumstances, but we will not waive cancellation charges on account of work commitments.

Program Changes

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

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