Customer service is an attitude, not a department. With customers’ expectations continuing to rise, everyone in your organisation needs to be able to handle each customer contact in a highly professional way.
Our tailored customer service training programs build both the skills and motivation to deliver truly outstanding service, both to internal and external customers.
This customer service excellence training program is designed for people who deal with internal or external customers, either in person or over the phone.
In this customer service course, participants will learn how to:
We deliver our training programs either through:
All our facilitators are certified in COVID-19 Infection Prevention and Control Training by the Australian Department of Health. Therefore, you can rest assured we will deliver safe face-to-face workshops in collaboration with you.
A typical challenge with training customer service training for teams is that the entire team cannot be trained at the same time. We offer flexible solutions to make sure we train your teams and your customers keep receiving service.
Contact us to discuss how we tailor a program to build customer service skills in your organisation within your budget.
Sometimes it is more effective to create a one-on-one customer service training solution. We can take customer service staff to a higher level quickly with individual coaching. A coaching approach is also highly effective to remedy areas of low performance.
We deliver our customer service training program in-house in Melbourne, Sydney, Brisbane, Canberra, Adelaide, Perth and Darwin and in country areas.
Ask us how we can tailor the program to your customer service needs. Some examples of how we have customised customer service training programs in the past:
It is often hard to take people out of the business for too long. Therefore, we increasingly deliver series of short customer service courses. For one client, we recently delivered a comprehensive customer service program of eight two-hour sessions.
For refresher or ‘top-up’ programs, a half-day may suffice. For other programs, a number of full-day sessions several weeks apart may be the right solution. Let’s discuss your aims so we can tailor a suitable program.
Customer service is seldom delivered just verbally. Often, customer service by email is a core component of impressing clients. Therefore, we are able to include business writing skills in our customer service training workshops.
These programs often include:
In this Managing Difficult Clients customer service training program, we help customer service teams deal with difficult, demanding emotional and unreasonable customers.
Our tailored programs may include:
When you manage a customer service team you use many general leadership skills. However, there are specifics you will learn in this customer service training program that help you create a high-performing customer service team. The happier your team are, the happier are your customers. So it’s important to create a vibrant and positive team atmosphere.
In this Managing a Customer Service Team training course, we are able to include:
In a short customer service training session, we are able to improve telephone etiquette knowledge and skills of your customer service team.
This telephone etiquette training course usually includes:
Most people in your organisation have a direct or indirect influence on customer satisfaction. However, it takes considerable effort to create awareness, motivation and skill to create a customer service mindset in organisations.
At ICML we relish in assisting our clients with creating a culture of customer service in their team or entire organisation. We advise on how to achieve a culture shift, or we can actively collaborate with you to create positive change.
Part of the change process can be the customer service training of your staff. We have delivered many successful tailored customer service training programs, for hundreds of employees across organisations. Creating a Culture of Customer Service training workshops typically include:
We also regularly combine Customer Service training material with other themes; for instance, Time Management, Assertiveness Skills, Sales Skills, Conflict Management, Business Writing and Creative Problem Solving.
There are many more options to tailor customer service training programs to your organisation and needs; please contact us to find out what we can do for you.
We offer this program in two 3-hour workshops over successive weeks. You can attend this program from anywhere: your workstation or from home.
Two 3-hour online workshops, 9.30am to 12.30pm AEST
** from 4 Oct 2020, 9.30am to 12.30pm AEDT
[daylight savings applies in ACT, NSW, SA, VIC and TAS – please check your local time]
$ 495 + GST
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A wonderful course delivered with a unique presentation style that kept me engaged throughout the day – all with only two powerpoint slides! I like the ability to take notes in course book and retain for future reference. How wonderful not to have course delivered by powerpoint – I think this greatly improves focus and knowledge retention.
Michael was fantastic and really engaged everyone in active communication. Michael was very clear, gave really good examples and was very good at engaging everyone in active conversation. It was a big benefit to the company.
Great content and facilitator! Graham was very knowledgeable and engaging; really good at listening and reflecting. The program reinforced techniques I had been exposed to before and gave me an opportunity to practise them.
A great educational experience. It is going to help with future interactions with difficult customers. Great knowledge and presentation. Good to have been given book titles for further research.
This training company consistently produces great sessions and I really enjoy them!
Matthew had my attention through the duration of the course. After this course I look for a chance to apply all the things I did not know before, mainly emotions and dealing with difficult customers. Excellent course and facilitator.
Graham was masterful in leading our team through this vital learning experience of Customer Service Excellence – Thank you!! Graham demonstrated a high degree of skill and subject knowledge in facilitating the course today.
The workshop was excellent, massive value out of it for everyone involved. Monique and team did an incredible job. Absolutely rapt with her work and will be recommending ICML as our preferred training organisation moving forward, so thank you!
Program was great on all levels. Retained a great amount of info. Graham is one of the best trainers I have encountered. I have had many courses over the years and I will say that Graham has been the best trainer I have seen and been involved in.
An excellent presentation and very thought provoking. You can become very isolated when working from home and you do lose an element of human interaction. I got a lot out of the workshop. Thank you. The live workshops are a great idea.
Suzanne was wonderful, engaging, amusing and her points were really well received. Great job. The part about difficult conversations with clients and phone etiquette was particularly useful I felt!
The program is very useful and Jill has an excellent knowledge and experience based on how organised and the way she deals with the questions from the participants.
Graham was fantastic; best facilitator in 10 years of training.
This workshop and material was excellent and very well adapted to our needs to improve our techniques. I would recommend this course for its effectiveness. It has opened my mind to a series of selling techniques – which are priceless.
The Customer Service program was one of the best I’ve attended, facilitated brilliantly by Graham! Graham is an outstanding facilitator who engages sincerely with all attendees.
David has amazing people skills. His level of knowledge and understanding is amazing. He owns this program. I think this technique will help me improve professionally and personally. The session has been extremely introspective to understand our ability to communicate better. David’s was extremely engaging and captivating.
Monique was very professional. I liked how she commented/recognised the experience in the room, she did not belittle anyone's skills or lack of skills with customer service. It certainly helped to re-position my views and reignite my passion for assisting my customers (academics and students).
Michael went above and beyond to deliver a series of customer service workshops catered to our individual needs. Excellent!
Justine is a fantastic and engaging facilitator! She makes what could have been a “disinteresting” topic very relevant and helpful.
Graham provided me with a toolbox of techniques to resolve and handle complex situations with customers. Interactive, not just a lecture, real life examples. Graham has a great personality and very engaging, keep up the good work Graham.
Graham is absolutely excellent. Best facilitator I’ve seen. Well done. Gave me a basis for engaging that is based in behavioural science that helps confirm the approach I use.
Suzanne is fantastic – easy going and very knowledgeable. This was a great workshop. It was inspiring, energetic and Suzanne bought lots of ideas with both extensive and in depth knowledge together with case studies. We had a well-balanced group which contributed to interesting and focussed discussion and exchanges.
I enjoyed the workshop and was very impressed at how content was geared to our industry. It was obvious that Monique spent some time to ensure our experience was relevant to our industry.
The program was very interesting and had lots of fun. David was a great facilitator. He helped me how to get into the other person’s brain.
The training has lots of interesting examples. It is easy to absorb the information. The information and notes are great and easy to absorb. I have learned techniques of dealing with difficult customers. It will help me provide better customer service to clients.
Mechelle was very resourceful, very knowledgeable and very inspiring to improving customer experience. Great tools and suggestions to take back to work area. I love how Mechelle puts important aspects of value to customer service experience.
Graham is one of the best presenters I have come across. I enjoyed being part of of these 3 sessions with him. Well done. All I learnt is directly beneficial to my day to day work.
Naomi is a fantastic facilitator, relatable and is confident in her knowledge of this program. Naomi is able to adapt and relate the course content to fit our needs more personally and explain/breakdown content clearly. Being a leader in customer service, this program helped me gain confidence to manage conflict in internal and external situations.
Erin delivered a fantastic team training day that allowed our group of young supervisors to acknowledge and recognise the culture of our workplace and how to improve their leadership skills to provide a better service and environment. Erin was friendly, approachable, professional and knowledgeable across content.
Well presented, great balance of theory and practical exercise and a fantastic presenter/facilitator who is an absolute beauty. Great energy levels, Graham you are a star. Whatever they are paying you Graham, they should double it!!
Graham is an excellent trainer who clearly enjoys what he does. Thanks for the day.
Monique was very personable and related to all in the group. Great program. My team found it very beneficial and felt they could apply it to the workplace. The program was very relevant, interesting and achievable.
Mark was very knowledgeable and shared a number of stories and examples of customer service that was relevant to our business. Enjoyed the day over all it was good to learn some techniques for managing complaints. The day also highlighted a number of communication styles and the do's and don't s of dealing with each behavior. It’s a lot to remember however, but I am keen take a few techniques and try them out.
Do you have any questions about customer service you’d like to ask? Do it here. One of our trainers will answer on the page and we’ll let you know by email when we post the response. We aim to come back to you within a few business days. If you need more urgent advice, try our chat at the bottom of the page.