Customer Engagement Excellence

Customer Engagement Excellence
To enrol into this course please navigate to the Upcoming courses page on the IPAA NSW website and search to see if the course is available. If there are no available courses please contact the IPAA NSW Learning team on 02 8066 1900 or email learning@nsw.ipaa.org.au.

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 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 learning@nsw.ipaa.org.au.
Where
AUSTRALIA
 

Terms and Conditions
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.

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. 

Payments - Online Events

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

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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