Customer Service Excellence

Customer Service 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 Customer Service Excellence program supports participants to deliver customer service excellence as part of the wider organisational goal of improving customer service and customer advocacy.

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 engage both internal and external customers with professionalism and confidence
  • I understand that different customers have different needs and how this influences their service delivery expectations
  • I understand how to manage difficult conversations with customers, and feel confident that I can handle these conversations in a structured and thoughtful way
  • I have made a personal commitment to putting the customer at the heart of all I do

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

  • 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.
  • Ensure that the organisation’s systems, processes, policies and programs respond to customer needs.
  • Promote a culture of quality customer service in the organisation.

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
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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