Customer Service Excellence


Many service environments are also hectic environments. As service providers we often get so caught up in getting the job done that we forget to provide the service. As a result we may believe that we’ve provided great customer service; however getting the job done is not a mark of great service. 

This workshop is designed to explore key ideas regarding what customer service really means for you in your organisation.    



Welcome and introduction

  • Setting the context
  • Learning outcomes
  • Personal Objectives


Why serve your customers?

  • Customer diversity - internal and external customers
  • Consequences of customer service

CARING for your customer

  • What does it mean to care?
    • C - Communication
    • A - Attitude
    • R - Respect
    • I - Information
    • N - Needs
    • G - Go the extra mile

Difficult Customers

  • Turning customer negativity to positivity
  • Customer feedback and complaints

Managing yourself

  • Identify your stress signs
  • Harness your natural happy chemicals
  • Staying energised

What's Next

  • Application of learning back at work

Learning outcomes

By the end of this program participants will be able to

  • Understand why customer service is important
  • Identify internal and external customers
  • List the impact of customer service
  • Create a great first impression
  • Greet constructively – create a personal connection
  • Develop rapport – create warmth and openness
  • Ask effective questions – address client needs
  • Employ active listening techniques
  • Apply closing techniques – how to close effectively without being pushy
  • Turn customer negativity into a positive customer experience



This course requires no previous training or experience.


Course Duration

1 day


Further development

Sales Essentials

Growing Client Relationships

Emotional Intelligence



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Professional Development Training


Course Information


  • Interactive, practical and hands on learning
  • Small groups for maximum impact
  • Take home resource workbook
  • Post course Coach Line
  • Post course follow up
  • Certificate of Attendance for participants
  • Morning & afternoon refreshments
  • Delicious cafe lunch

Enjoy Perth's best CBD training venue:

Cloisters Level 1, 863 Hay Street
Perth CBD

Real People, Real Conversations, Real Results  



Customised Solutions

We understand one size does not always fit all. Our team of qualified trainers can create a customised solution tailored to your specific needs.

We are happy to offer closed group sessions or additional dates as you require.

To discuss customisation training, simply call 08 9218 9059 or email


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Empowering organisations.