Managing Customer Service

Managing Customer Service Training

With our training solution, we can provide an engaging learning opportunity to employees of any experience level. Our materials cover various areas and content that is tailored for the specific needs of your staff. Enabling them to develop skills across all states in Australia including Melbourne, Parramatta, Gold Coast, Brisbane Sydney Adelaide Canberra Perth & Darwin

Managing Customer Service is a challenging endeavour, and this specialised training session provides the advanced knowledge necessary for managerial staff to develop systems that drive exceptional customer service. Already possessing fundamental skills in the trade? This higher-level seminar can help take your understanding up another notch!

Being a customer service agent is more than just attending calls and responding to emails. This session presents an opportunity for you to reflect on your responsibilities as well as identify key skills that will help you grow professionally in this field, drawing from real experiences – both positive and challenging – where necessary. It’s time to get invigorated: use what knowledge and abilities you have now, then further expand them!

Customer Service Management Outcomes:

Business practices and policies are the backbone to operations within a business. As your team follows these policies and procedures, we help participants learn why they are important to a customer service organisation. As a manager we assist with creating those that align with the focus of your customer service delivery.

As a manager you will require skills such as leadership and delegation. As a customer service focused manager there are a number of additional skills required. We discuss these in detail in this section.

Would you like to know how to engage your team? What are your employees looking for in their roles? This section looks at your employees and assists with advice on actively engaging them.

Recognising your customers may sound like an easy task; do you know what they are really looking for? Would you like improvest feedback from your customers? This section delves into your target market more and provides an in-depth look into “who they are” and “what they are looking for”

We provide solutions to you that will assist in developing strategies for both engaged employees and completely satisfied customers. Our trainers provide professional advice and experience.

Understand client/stakeholder expectations and supply outstanding customer support.
Retail customer service and selling skills
Identify ways to establish links between excellence in company practices and customer service and policies.
Enhance external and internal customer care communication abilities.
Identify their customer’s desires and wants
Communications – Focuses on the crucial behavioural abilities for building relationships with Customers and co-workers;
Customer support train the trainer
Internal Customer Service
Solutions – Looks at the skills needed to solve customers’ problems;
Patient Satisfaction in Healthcare
Focus on creating minutes which build greater customer relationships and achieve desired outcomes
Develop the skills and practices which are essential elements of a customer-service-focused supervisor.
Understand the big picture of customer service and where it fits in as element of the total business strategy
Develop strategies for creating engaged workers and happy customers.
Innovations – Deals with new ways to improve customer service;
Have a proactive way of solving customer issues and difficulties
Training skills for customer service direction
Be equipped to remain calm in stressful situations
Sophisticated Customer Relationships for Staff
Understand who their customers are and what they want.
Challenging Customers to Satisfied Customers
Have a special on-going strategy to attain greater success in giving great customer service
Customer Relationships for Supervisors and Managers
Have greater confidence and competence in dealing with challenging circumstances and be able to turn them into opportunities
Customer Relations for Staff
User Friendly Technical Support
Handling challenging customers/clients
Call Centre Customer Service
Customer Service Trainer Qualification – Recognises the proficient and invaluable work that professional qualifications trainers perform.
Managing Tough Customers
Understand what employees are searching for to be actually employed.

Creating Excellence

This session will take a look at Curt Coffman’s and Gabriel Gonzalez-Molina’s twelve states for creating excellence.
We develop strategies for creating customers that are happy and help participants identify ways to establish links between excellence in business practices and customer service and policies.

Follow the Leader

As we discuss how employees can lead the way in customer service, we develop the area of leadership. Participants will explore leadership characteristics through a fun, thought-provoking activity. This will assist with creating an active and accountable team member.

Changes in Customer Service

Customer service has changed. The internet has made customers well researched and informed. In today’s world we need some advanced skills to stay above the competition. We investigate how customer service has changed during recent years help participants gain the advantage.

Engaging Workers

This session will explore the vital behaviours of supervisors that are needed to engage co-workers in their team. Participants will learn new skills to improving motivation and loyalty to customer service.


This session will concentrate on The Situational Leadership Model. Participants score themselves, will take the test, and then analyse their style in detail.

Suspending Frame of Reference

In this session, participants will research two state-of-the-art communications tools: the frame of the Johari window along with reference.

Giving Undivided Focus to Others

This session will address two ways that we can pay better attention to others: attending and watching.
Recognise what workers are seeking to be genuinely participated
Acquire practices and the abilities that are fundamental aspects of a customer service focused manager


We generalize and all categorize; it helps us comprehend the universe. This session will help participants identify their own stereotypes and manners that they themselves might be stereotyped.

Communication Abilities

This session will help participants develop their listening and questioning skills – two base foundation skills needed for great customer support. We can customise the session depending on whether you offer phone based support or face to face communication also.

Creating a Service Management System

We’ll look at a team approach to customer service. Participants will also recognise who their customers are and what they are looking for with the Customer Service Management System.

Tailor Made Training

Boost your managerial and leadership skills to the next level with our advanced customer service training program. Perfect for managers who want to coach their teams towards becoming top-notch performers in customer relations!

If you require something more tailored, contact us for individualised assistance that can be customised just for you – we offer editing help as well as sample workbooks so you’ll have an exclusive Customer Service Training session all of your own.

Managing Customer Service Training​ Outline

Course Overview

As we kick off our workshop, let’s bring together the minds of this group and foster an environment where everyone has a chance to get acquainted. We’ll further explore what lies ahead in our time together while pinpointing individual learning goals – so each person can curate their own custom experience!

Topics covered in this course

The Six Critical Elements of Customer Service

The morning of the course will be spent exploring the six critical elements of customer service:

  •       A customer service focus
  •       Procedures
  •       Culture
  •       Problem-solving
  •       Measurement
  •       Reinforcement

Understanding Leadership

Participants will delve into the nuances of leadership, and explore how Paul Hersey & Ken Blanchard’s Situational Leadership II® model, as well Robert Greenleaf’s concept of servant leadership can be applied in practice. Additionally, practical strategies for managing performance and onboarding new team members are also on deck!

Five Practices of Leadership

Dive into the five practices of exemplary leadership as researched and refined by James Kouzes and Barry Posner in The Leadership Challenge. Uncover essential skills for authentic, high-performing leadership that you can start applying today!

Workshop Wrap-Up

At the conclusion of this course, students will have a unique chance to both ask questions and develop an action plan tailored specifically for them. This gives each individual student an invaluable opportunity to personalize their learning experience.

Learning Outcomes

Customised Training Session For Teams (Included No Charge)

Our convenient, stress-free service is designed to help you tailor your training materials with no extra charges. From styling and color schemes of certificates to engaging activities – we’ll make sure every detail reaches perfection through sending example content for review during the process. Customised solutions ensure that employees are able to retain information better while enjoying overall experience – get in touch today so we can optimise your next training session!

In-House Customised training benefits:
video-placeholder Personal performance improvement Training Sydney Brisbane Melbourne Perth Adelaide Canberra geelong gold Coast Bondi Surfers Paradise

Creating Content (Contact us for Quotation)

Create a comprehensive courseware solution for your team and objectives with our personalised content creation services. From logo design to illustrations, even scientific materials such as case studies and statistical data can be included into the manual – all tailored exactly to fit your needs! With simply telling us what you need, let our expert team get it done quickly so there’s more time left to focus on other aspects of work or presentations. Get in touch today find out how we can help provide top-notch quality created just for you!

freelance2(1) Supervisor Training, Managerial Training, Leadership Skills Training, Brisbane Melbourne Perth Canberra Sydney Adelaide Geelong

Instructor Led 1 on 1 Workshop

Take control of your professional development and book an expert training with us. We make it easy to find the right course for you, providing individualised learning tailored to your goals on a personalised timeline – no more waiting around! Our convenient Zoom sessions are available in 4-6 hour blocks so that you can maximise success without having difficulty fitting it into your schedule.

1 Hour Instructor Led Session

Unlock your potential with one of our professional trainers and explore any module or course! Now is the time to put an extra hour into building up a valuable skill – from the comfort of home. With online Zoom sessions, it’s easier than ever before to broaden your horizons and upgrade yourself for success in work-life balance pursuits.

What's Included?

Leave a Reply

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Tell us more

Thank you for choosing to work with us. We would like to help build a session that suits you. You may have already received a sample from our team, however we would like to learn more about your needs.


Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.