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.



We all have customers, clients and colleagues and your personal and professional success will depend largely on how well you meet their needs. Getting it right may lead to a long-term relationship but getting it wrong can result in a personal and business loss.

This course will delve deep into the most important aspects of providing exceptional customer service, whether your 'customer' is a potential or existing client, team member, manager or any other stakeholder. Gain insightful knowledge and practical skills for effective customer interactions, delivering service excellence and creating a positive customer experience.

Workshop methodology includes content delivery, self reflection, self assessment of your team's customer service, short videos, group activities and discussions. You will come up with an action plan for strengths and improvements, enabling practical tools for skills transfer, improving results, relationships, teamwork and enhanced service delivery to your stakeholders.

What’s covered

  • Fundamentals and dimensions of best practice service excellence - identify, understand and apply the components of enhanced service excellence and customer experience
  • Stakeholder and customer expectations, needs and satisfaction - analysing and asking to determine your client needs, and realistically delivering to these needs
  • Having a service mindset – engaging in behaviours that align to organisational purpose, culture, values and behaviours
  • Conflict and communication skills to to de-escalate challenging situations - how to have difficult conversations, to be calm, assertive, polite and firm, to meet customer and organisational needs
  • Understanding what are customer moments of truth
  • Applying the customer experience ladder

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 what your customer wants and needs
  • Understand how to communicate positively with a service mindset
  • In-depth knowledge on how to de-escalate challenging situations
  • Assessing your own service excellence and customer service dimensions
  • Formulating an action plan of individual and team accountability


Wendy Jocum

Wendy Jocum is an accredited, 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)
Full set of electronic notes
Post course support (6 months)



Upcoming dates

Click on your preferred date to book

New South Wales



In-house course enquiry

If you prefer, we can conduct any of our courses specifically for your staff and at your premises. This may prove to be cost-effective and, of course, we can tailor our programs to meet the specific requirements of your organisation and participants.

Call us now for in-house/onsite enquires
1300 212 212

Onsite enquiry

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