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Exceptional customer service … a practical ‘How To’ guide

“This customer service course has really helped me understand how to better communicate and interact with my customers. The facilitator provided us with some great practical tips.” – Previous Participant

Key Skills

Emotional Intelligence

Conflict Management

Communication

Service Skills

Course Summary

We all have customers, clients, and colleagues; 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.

Whether your ‘customer’ is a potential or existing client, team member, manager, or any other stakeholder, this eLearning course will equip you with practical skills for effective customer interactions, delivering service excellence, and creating a positive customer experience.

  • Fundamentals and dimensions of best practice service excellence
  • Having a service mindset – organisational purpose, culture, values, and behaviours
  • Stakeholder and customer expectations, needs, and satisfaction
  • Conflict and communication skills to de-escalate challenging situations

This course is delivered as a self-paced eLearning course, providing you with 30-days of access to engaging video content and learning material. The content is easy to navigate through our online learning platform, with the content and resources all in one place.

Wendy Joucm - Pathways Australia

Wendy Jocum – Facilitator

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.

Frequently Asked Questions

Any and all, from current or potential clients, customers, patients, colleagues, managers and any other stakeholders, this course provide in-depth learnings and insights that are transferable no matter what industry you're in or who your client or customer base is.
Attendees don't have to hold a specific job position. If you liaise with customers at any stage of their journey with your business, from the first interaction to last, this course provides skills to ensure you are delivery service excellence and have valuable interactions with clients.
Absolutely! Being able to manage and de-escalate challenging situations with customers is an essential part of providing exceptional customer service. Within this vital topic, you will gain tips and techniques on how to effectively handle challenging clients and situations.
Yes, this eLearning will teach you how to communicate with customers professionally and positively while building a rapport, showing empathy, and developing trust to provide your clients with a positive experience and their desired outcomes.
If you want to provide exceptional customer service, then a positive experience is a must. This course will give your staff the ability to clearly identify client's needs, provide solutions and have valuable interactions creating a positive customer experience.
Yes it covers a range of customer needs and expectations and how this knowledge can be used to create a positive customer experience.

Purchase Course

eLearning Bundle

This eLearning course is offered in a course bundle

In-House Courses

We can conduct any of courses specifically for your staff 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. 

Client Testimonials

“Valuable and insightful information and great presenter. Thank you.”

5/5

Melissa Brennan, Mission Australia

“A great course! Full of useful tips and strategies. Great job, Wendy! Many thanks!”

5/5

David Perry, Hunter H2O

“What a great course about customer service. I feel more confident now going back to work and interacting with customers.”

5/5

“The facilitator was very engaging and passionate. It was great to learn about empathy in this customer service course and its importance in connecting with people. I’ve now got lots of applicable knowledge to help me at work with my customers.”

5/5

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Ready to Talk?

Talk with one of our Consultants now and learn how we can support you

We’ve been achieving extraordinary results for nearly 20 years. We would love to work with you!