Customer Service

Course Outline

Course overview

Studies have shown that 50% of customers will use a company again after a positive encounter and of these, 87% will tell others about their experience.

In contrast 82% of customers will stop using a company due to bad customer service, of which 95% tell their friends and family. This can have a huge, negative impact on your customer base.

Good customer service is integral to retaining your client base, keeping them happy, improving your reputation and potentially increasing your profits.*

Topics covered in this training course

  • Understanding your customers

    Understand your customers’ needs and how to service them effectively to increase their satisfaction

  • Practical skill development

    Increase your ability to actively listen, communicate effectively, engage customers and improve your interpersonal skills

  • Conflict and negotiation skills

    Navigate difficult situations and motivate others to achieve positive outcomes

  • Critical decision making

    Understand the critical issues and their impact, prioritise and decide how to achieve a positive outcome.

Learning outcomes:

  • Increased understanding of customer requirements

  • Ability to manage and negotiate difficult situations

  • Ability to reason calmly and assertively

  • Improve customer service techniques


  • workshop format
  • practical exercises
  • facilitator led discussions
  • group and individual activities

Delivery method:

All our courses can be customised and delivered either in-house or via one on one coaching.
If you would like more information about customising a course or to book a suitable date please contact our office on 08 9472 8722.

Engaging and Informative or Your Money Back!

If you're not satisfied that the training was engaging and informative, we'll give you your money back.*

What People Say About Our Courses

  • "I thought it was very informative and I have come away with a number of strategies to enhance my leadership skills. It was also reaffirming to know that I am heading in a positive direction. Thanks again for a well presented workshop."

    Business Manager Government Department
  • "Shai was very knowledgeable and a good speaker."

    Course Participant, Dealing with Difficult Situations
  • "The presenter was well prepared, enthusiastic and knowledgeable"

    Course Participant Job Application and Interview Skills
  • "[The presentation] was suitably paced, informative and relevant. It covered a wide area including managing teams and the concepts of leading"

    Course Participant, Leading and Managing Teams
  • "Well presented and thought provoking. It made me aware of keeping career goals at the forefront of my thinking."

    Course Participant, Career management
  • "The course provider was very clear, helpful and delivered very valuable advice for the future of one’s career."

    Course Participant, Career management
  • "Well run, Shai knows her stuff and maintains interest in what is a dry subject."

    Course Participant, Accountable, Ethical Decision Making
  • "Very informative and has given me more understanding of writing letters and emails"

    Course Participant, Business Writing