• Clear insights into what customer service techniques work
• A ‘toolkit’ of practical tips, techniques and ideas
• More confidence to deal with difficult situations
• Higher levels of interpersonal skills
• Greater customer service skills

• Customer service teams
• Front of house teams
• Client facing teams
• Client care team leaders
• Anyone wanting to enhance their customer service skills

In this one-day course, you will 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.

Fundamentals of dimensions of best practice service excellence

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

Conflict and communication skills to de-escalate challenging situations

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

The Power of Empathy

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

Stakeholder and customer expectations; needs and satisfaction

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

Applying the customer experience ladder

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

Understanding what are customer moments of truth

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.

Having a service mindset

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.

This course is conducted with an interactive and engaging style that incorporates a variety of teaching methods, including:

• Content presentation
• Group discussion
• Question and answer sessions
• Learning activities
• Self-assessments

Pat Stanley – Facilitator

For over 17 years, Pat has worked as a national training facilitator bringing over 30 years of diverse experience, expertise, knowledge, and insights. Her studies in psychology, human behaviour, mediation, and leadership have underpinned her success. She is passionate about passing on her knowledge to others. Her experience has included working with people and teams in the not-for-profit, commercial, and public sectors throughout Australia and beyond. Pat is widely acknowledged as a passionate facilitator who always delivers informative, interesting, enjoyable, and relatable courses.