Customer Service
Customer-facing Service Skills Workshops
We have many unique workshops available to you. These workshops cover a variety of subject areas.Each month we select and run a number of workshops on a public schedule but will also run courses on demand by arrangement. Click here to view the current training schedule for public workshops.
All of our workshops can be delivered in-house and can be tailored to your organisation’s needs. If you are interested in a specific topic area you can browse for a workshop using the categories below or contact us for further information.
Customer Service Skills Courses
Customer Service for Frontline Managers
This is a practical program, encompassing the theories of Dr Karl Albrecht (a leading customer service guru) which focuses on ways to improve the quality of service provided to internal and external customers. You will learn a five step process to help you motivate your team, measure performance and understand how to go about continuous improvement from a customer perspective.
Download course outline [back to top]
Customer Service for Frontline Staff
The most powerful messages an organisation will send are those communicated by their staff. The manner in which staff members communicate with external and internal stakeholders will primarily determine the perceptions people have about an organisation. This practical workshop develops service skills for those with internal and/or external customers. Through a series of group exercises, theoretical situations, videos and discussions, you will learn the skills necessary for providing consistent, high quality customer service including;
Dealing with Difficult Clients, Colleagues and Situations
Do you have to deal with difficult clients, customers, team members, subordinates, supervisors or family members? If the answer is yes then this practical one day workshop will help you to understand and manage difficult people and situations.
This workshop covers the following: things that typically annoy your customers or clients, why complaints are useful, how to calm an upset person a practical six step model for difficult people, ways to deal with abusive clients and customers, how to control your feelings, stress management techniques and situations that upset people. It is suggested that attendees bring some real life examples with them.
Download course outline [back to top]
Telephone Techniques
The telephone is the basic tool of the modern white collar worker. Some people have a professional presence on the phone. Others falter. This workshop teaches key skills to ensure that you can use the telephone to your advantage. Practical examples are used to help you apply skills to your workplace. This workshop covers;
Call Centre Skills
Front line call centre staff are expected to perform a myriad of tasks with expertise and good humour – which can sometimes be difficult. The skills needed to perform this role are many, varied and different to other customer service and support roles. This workshop covers;
IT Help Desk Skills
The quality and timeliness of the support from the help desk are critical in their smooth running. This program will give participants the skills and confidence to provide excellent IT Help Desk service. The course is for both Level 1 and Level 2 support and covers;
Conflict Management
The ability to deal with difficult people and resolve conflict will make you feel more in control and less stressed. This workshop is designed to extend participants’ awareness and understanding of the issues involved in managing conflict and in particular dealing with difficult people. The workshop will draw on participants’ own examples of ‘conflict’ and will provide insights into what motivates the different players in a conflict and the most effective strategies for negotiating effectively with them. Conflict Management explores;
Other Courses you may find of interest:
Some of our other courses may also help you enhance your customer service skills. Consider these examples from our other course areas:
Writing Skills Courses:
Writing for the Web
Writing for the Web is a one day workshop that will help you write web content that will attract the attention of readers and keep them returning to your website.
Download course outline [back to top]
Preparing a Press Release
This workshop is particularly valuable for those people who need to achieve effective media coverage of their organisation in print, web and electronic mass media.
Download course outline [back to top]
Persuading and Influencing Through Writing
This one-day workshop provides a sound basis for developing high level writing skills.
Download course outline [back to top]
Career and Personal Development Courses:
Decision Making Skills
Organisations need staff who can make good decisions that help realise the organisational goals.
Download course outline [back to top]
Building Psychological Capital at Work
‘Psychological capital’ refers to personality traits that influence a person’s work performance, including self-esteem, self-confidence, responsibility, emotional stability, resiliency, optimism and hope.
Download course outline [back to top]
Develop Unlimited Confidence
This workshop is designed to help participants improve and strengthen all areas of confidence.
Download course outline [back to top]
Management and Leadership Courses:
Risk Management in Practice
Through a series of interactive and challenging risk analysis scenarios participants will develop their risk analysis and management skills.
Download course outline [back to top]
The Emotionally Savvy Lawyer
This one day workshop is for lawyers who want to develop key leadership competencies and get the best out of people in key situations
Download course outline [back to top]
Stress Management
Learn how to unwind, manage stress and build resilience. This one day workshop is designed to help participants understand the insidious nature of stress and develop effective strategies to cope with stressful life events.
Download course outline [back to top]
Communication Skills Courses:
Communication & Negotiation Skills
Everyone negotiates. Everyone communicates – with colleagues, customers and clients. Effective negotiators get a better outcome for themselves and their organisation.
Download course outline [back to top]
Presenting Complex Content Clearly
This workshop will help you discover how to communicate with clarity, engage your audience and be comprehensible and memorable.
Download course outline [back to top]
Influencing Skills for the APS
Influencing Skills is a practical one day workshop that provides you with the tools and techniques to become an influential, confident and persuasive communicator!
Download course outline [back to top]
We have many unique workshops available to you. These workshops cover a variety of subject areas.Each month we select and run a number of workshops on a public schedule but will also run courses on demand by arrangement. Click here to view the current training schedule for public workshops.
All of our workshops can be delivered in-house and can be tailored to your organisation’s needs. If you are interested in a specific topic area you can browse for a workshop using the categories below or contact us for further information.
Customer Service Skills Courses
Customer Service for Frontline Managers
This is a practical program, encompassing the theories of Dr Karl Albrecht (a leading customer service guru) which focuses on ways to improve the quality of service provided to internal and external customers. You will learn a five step process to help you motivate your team, measure performance and understand how to go about continuous improvement from a customer perspective.
Download course outline [back to top]
Customer Service for Frontline Staff
The most powerful messages an organisation will send are those communicated by their staff. The manner in which staff members communicate with external and internal stakeholders will primarily determine the perceptions people have about an organisation. This practical workshop develops service skills for those with internal and/or external customers. Through a series of group exercises, theoretical situations, videos and discussions, you will learn the skills necessary for providing consistent, high quality customer service including;
- communication skills,
- dealing with difficult people,
- personality types, and
- self motivation.
Dealing with Difficult Clients, Colleagues and Situations
Do you have to deal with difficult clients, customers, team members, subordinates, supervisors or family members? If the answer is yes then this practical one day workshop will help you to understand and manage difficult people and situations.
This workshop covers the following: things that typically annoy your customers or clients, why complaints are useful, how to calm an upset person a practical six step model for difficult people, ways to deal with abusive clients and customers, how to control your feelings, stress management techniques and situations that upset people. It is suggested that attendees bring some real life examples with them.
Download course outline [back to top]
Telephone Techniques
The telephone is the basic tool of the modern white collar worker. Some people have a professional presence on the phone. Others falter. This workshop teaches key skills to ensure that you can use the telephone to your advantage. Practical examples are used to help you apply skills to your workplace. This workshop covers;
- Handling difficult customers
- Telephone irritants – what actions contribute to customer dissatisfaction?
- Answering the telephone – preparation, greetings, multiple calls, &
- Positive attitude – can do phrases
Call Centre Skills
Front line call centre staff are expected to perform a myriad of tasks with expertise and good humour – which can sometimes be difficult. The skills needed to perform this role are many, varied and different to other customer service and support roles. This workshop covers;
- The service our callers expect.
- Listening effectively & giving direction over the phone.
- Questioning techniques & understanding other people.
IT Help Desk Skills
The quality and timeliness of the support from the help desk are critical in their smooth running. This program will give participants the skills and confidence to provide excellent IT Help Desk service. The course is for both Level 1 and Level 2 support and covers;
- Panning and goal setting
- Time management
- Electronic business writing
- Dealing with difficult people and customer service
Conflict Management
The ability to deal with difficult people and resolve conflict will make you feel more in control and less stressed. This workshop is designed to extend participants’ awareness and understanding of the issues involved in managing conflict and in particular dealing with difficult people. The workshop will draw on participants’ own examples of ‘conflict’ and will provide insights into what motivates the different players in a conflict and the most effective strategies for negotiating effectively with them. Conflict Management explores;
- Establishing effective boundaries for working relationships.
- Identifying the sources of conflict.
- Choosing the right response for the behaviour.
- Strategies for creating goodwill, understanding and collaboration.
Other Courses you may find of interest:
Some of our other courses may also help you enhance your customer service skills. Consider these examples from our other course areas:
Writing Skills Courses:
Writing for the Web
Writing for the Web is a one day workshop that will help you write web content that will attract the attention of readers and keep them returning to your website.
Download course outline [back to top]
Preparing a Press Release
This workshop is particularly valuable for those people who need to achieve effective media coverage of their organisation in print, web and electronic mass media.
Download course outline [back to top]
Persuading and Influencing Through Writing
This one-day workshop provides a sound basis for developing high level writing skills.
Download course outline [back to top]
Career and Personal Development Courses:
Decision Making Skills
Organisations need staff who can make good decisions that help realise the organisational goals.
Download course outline [back to top]
Building Psychological Capital at Work
‘Psychological capital’ refers to personality traits that influence a person’s work performance, including self-esteem, self-confidence, responsibility, emotional stability, resiliency, optimism and hope.
Download course outline [back to top]
Develop Unlimited Confidence
This workshop is designed to help participants improve and strengthen all areas of confidence.
Download course outline [back to top]
Management and Leadership Courses:
Risk Management in Practice
Through a series of interactive and challenging risk analysis scenarios participants will develop their risk analysis and management skills.
Download course outline [back to top]
The Emotionally Savvy Lawyer
This one day workshop is for lawyers who want to develop key leadership competencies and get the best out of people in key situations
Download course outline [back to top]
Stress Management
Learn how to unwind, manage stress and build resilience. This one day workshop is designed to help participants understand the insidious nature of stress and develop effective strategies to cope with stressful life events.
Download course outline [back to top]
Communication Skills Courses:
Communication & Negotiation Skills
Everyone negotiates. Everyone communicates – with colleagues, customers and clients. Effective negotiators get a better outcome for themselves and their organisation.
Download course outline [back to top]
Presenting Complex Content Clearly
This workshop will help you discover how to communicate with clarity, engage your audience and be comprehensible and memorable.
Download course outline [back to top]
Influencing Skills for the APS
Influencing Skills is a practical one day workshop that provides you with the tools and techniques to become an influential, confident and persuasive communicator!
Download course outline [back to top]