Customer Service Excellence Course

This one-day course will provide you with a toolkit of practical skills and insightful knowledge to deliver service excellence and create a positive customer experience.



Your personal and professional success will depend largely on how well you meet your clients and customers (internal and external) needs. Getting it right may lead to a long-term relationship, but getting it wrong can result in a personal and organisational loss.

Gain insightful knowledge and practical skills for effective customer interactions, delivering service excellence, and creating a positive customer experience.

Within the course, the interactive and engaging delivery style encompasses self-reflection, self-assessment of your team's customer service, short videos, group activities, and discussions. You will develop an action plan for strengths and improvements, enabling practical tools for skills transfer, improving results, relationships, teamwork, and enhanced service delivery to your stakeholders.

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What’s covered

Identify, understand and apply the components of enhanced service excellence and customer experience.

Understand how to effectively and efficiently ask and analyse clients needs and determine how to achieve their goals and needs realistically.

Discover and enhance how engaging behaviours that align to organisational purpose, culture, and values contribute to a positive customer experience and the ability to achieve extraordinary results.

Discuss the seven-step customer experience ladder and how following this process will lead to increased customer satisfaction and loyalty.

Gain the ability and confidence to have difficult conversations, to be calm, assertive, polite and firm, all while meeting customer and organisational needs.

Know how to identify accurately what customer moments of truth are and how identifying them plays a crucial part in organisational success and creating a positive customer experience.

Empathy and rapport are essential factors in any clients journey. Understand their importance and how implementing them effectively will create successful client experiences.

Who's it for?

  • Team leaders and managers
  • Customer service team members
  • Anyone who builds and maintains a client/customer base


  • A deep understanding of how to engage with customers using the powerful skill of empathy
  • A greater ability to identify and deliver on customer wants and needs
  • Understanding of how to communicate positively with a service mindset
  • In-depth knowledge on how to de-escalate challenging situations
  • Assessment of your service excellence and customer service dimensions
  • Formulating an action plan of individual and team accountability


Wendy Jocum

Wendy Jocum is an accredited and experienced coach; and facilitator. Her expertise lies in all areas of people development for individuals and teams.

Her work encompasses organisation development, human resources, training (learning/development), coaching, and organisational psychology.



09.30 a.m. - 3.30 p.m.


All CBD locations. Specific venue details are provided when you book


$500 ex GST

What you get:

Lunch and refreshments (dietary requests taken upon booking)
A full set of electronic notes
Post-course support (6 months)




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