Customer Xperience Essentials

Customer Xperience Essentials
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


This course provides frontline customer service staff with insights into the skills, attitudes and behaviours that enable them to work effectively in this often challenging environment. Core topics include:

  • Why customer service matters to public sector organisations
  • The role of customer service charters
  • Understand the customer service value chain
  • Develop key capabilities required by customer-facing and call centre staff
  • Maintain effective communication under pressure
  • Handle complaints professionally and empathically
  • Building and maintaining confidence and emotional resilience

More than ever before, the public expects government to measure and improve the community’s satisfaction of services provided by agencies. Organisations can have the best processes and systems - but if, at the actual point of interaction with staff (‘moment of truth’) the client experiences ignorance, indifference or inordinate delays, their trust and tolerance can be lost and be difficult to restore.

Learning Outcomes


  • Recognise the five (5) fundamental elements of effective public service and how to apply them
  • How co-producing service allows customers to play a greater role in service delivery and experience
  • Identify and interpret the specific needs of customers
  • Maintain an awareness of customers as individuals with varying needs and interests
  • Communicate effectively and demonstrate active listening in dealing with customers
  • Remain confident and professional in managing hostile and difficult customers
  • Apply appropriate agency standards, procedures and protocols in providing services to customers

NSW Public Sector Framework Capabilities


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

Relationships: Commit to customer service

  • Understand the importance of customer service.
  • Help customers understand the services that are available.
  • Take responsibility for delivering services which meet customer requirements.
  • Support a culture of quality customer service in the organisation.
  • Identify and respond quickly to customer needs.

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.
 

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

Sign in to register