Customer Service and Delivering Excellence
Customer Service and Delivering Excellence
- State or territory ACT, NSW, NT, QLD, SA, TAS, VIC, WA
- Type of program Online, Workshop
- Sector relevance Residential aged care, Home and community care
- Topic relevance Workforce strategy, Leadership and management, Customer service
Workshop overview
Customer service is any action that helps customers with their problems, questions, and needs. It is usually a reactive and single touchpoint between a customer and our organisation. Customer experience is the overall perception and feeling that customers have about our organisation. It is influenced by all the interactions and touchpoints that customers have with us, including customer service.
Customer service is what we do. Customer experience is how people feel about what we do.
Customer service and delivering excellence will help you to better understand the mindset and key skills that are the hallmarks of great customer service. You will learn why responsive communication, active listening, cognitive empathy, collaborative trouble-shooting and creative problem-solving are powerful ways to enhance service delivery and boost customer satisfaction.
This module will equip you with practical tips and tools to help you create positive and lasting impressions with your customers and build stronger, more positive customer relationships.
Who should attend?
Operational staff, service providers, team leaders and managers.
The outcomes are:
- foster a customer-centric mindset
- understand the core skills for excellent customer service
- understand the significance of the customer’s experience and why this matters
- see every customer interaction as an opportunity to enhance customer experience
- communicate in ways that improve customer outcomes, engagement and satisfaction
- build trust to deepen relationships and promote customer loyalty.
Date: TBC
Time: TBC
Ageing Australia member
1 – 2 people: $289 incl. GST each
3 – 10 people: $260 incl. GST each
Additional member discounts may apply for groups of 11 and greater.
Non member
$462 incl. GST each
Note – Registration is one ticket per participant and all participants are required to access training on individual devices.
Who is facilitating?
Bruce Williams
Bruce Williams loves to help people understand how other people tick so they can work together with less stress and more “yes!” with a focus on leadership, communication and team dynamics,
Bruce has been delivering adult education, coaching and professional development programs for over four decades. He is an accomplished speaker and facilitator with an engaging and humorous presentation style.
In addition to managing his own business, Bruce is Judging Chair for the Sunshine Coast Business Awards and a part-time academic with the University of the Sunshine Coast.
He is founder and spokesperson for the USC Starfish Program raising funds to support low SES students in higher education. Bruce also mentors young entrepreneurs in The DeLorean Project and Generation Innovation.
Testimonial
“Great workshop! Its not only for people new to customer service roles but a great refresher and updating tool for those in the industry for very long time.”
“Very good session and facilitator. A lot of useful information.”
Booking terms and conditions
Ageing Australia is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.
A copy of the Australian Privacy Principles is available here: https://www.oaic.gov.au/
Ageing Australia’s Privacy Policy
Photographs and video footage may be taken during an Ageing Australia event or training session for Ageing Australia promotional purposes including social media, publications or communications. If you do not want your image used, please advise us via writing.
Utilising the contact details provided to Ageing Australia from time to time, the learning and professional development team will send out information on upcoming training opportunities in a direct electronic message. If you do not wish to receive this information and prefer to ‘opt out’ – email and we will remove you from our waiting lists and email communications database.
Cancellations, refunds, substitutions and transfers
Ageing Australia’s learning and professional development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the what’s on page.
Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of Ageing Australia, a full refund will be paid, directly to the customer who has made the initial purchase.
A full refund is also available if a participant withdraws from a training session, five or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis.
An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided.
Payment terms
It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement. All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a tax invoice will be emailed to the person making the booking.
