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A provider of excellent customer service uses skills and behaviours to listen to, identify and act upon the wants, needs and emotions of their customers. This course is about exploring those customer-focused behaviours to move beyond delivering just good customer service to delivering remarkable customer service. Being remarkable will delight your customers, secure their loyalty and grow your business. Courses run in Sydney and Melbourne.

Course Price (inc GST where applicable): 
Sydney, Melbourne
1 day
You'll Learn how to: 
  • Recall current trends in customer service and identify your customers
  • Identify your service strengths and improvement opportunities using feedback from your workplace
  • Apply skills to engage your customers
  • Describe the concept of "remarkable" customer service
  • Respond to difficult customers assertively and with empathy
  • Identify areas where you and your organisation can be more memorable
  • Apply techniques to make your team more customer focused
Course Content: 


Setting the context
Your personal objectives
Learning outcomes

Why Serve Your Customer?

A world of customers
Current trends in customer service
Identifying your customer
Consequences of customer service
What’s your level of customer service?

What Do Customers Really Want?

Developing a customer focus
Customer service expedition (experiential activity)

REACH Your Customers

Reaching new heights in service
The REACH model of customer service:
1. Response
2. Environment
3. Assurance
4. Care
5. Hippopotamus!
Feedback from your workplace

Skills To Engage Your Customers

The nature of customer engagement
Building trust by keeping promises
Choosing language to maintain integrity
Providing written customer service
Building trust by listening

Being Remarkable

Why be remarkable?
Being safe is risky
How can you be remarkable?

Difficult Customers

Customer feedback and complaints
Walking in your customer’s shoes
Responding effectively

Creating A Customer-Driven Team

Customer-driven teams
A remarkable story
Streamlining processes for better service
Building on customer feedback

Action Plan

Planning to apply the knowledge and skills back at work
References and further reading

The Learning Process: 
Preparing to learn

Get the most out of your course by preparing before you attend the workshop. Access and read your online Starter Kit, complete the activities and document your desired outcomes for the workshop. To get started, click here.

During the course

Our Professional Development courses are practical, interactive and fun. Well-known, proven theories are translated into easy-to-understand concepts and techniques by experienced training consultants. You’ll return to work understanding what you can do to enhance your performance.

After the course

Your Embedding Kit will assist you to apply the techniques at work, ensuring you get the most from your learning experience. For more details, click here.

Customising this course: 

TP3 can provide a range of consulting services to better meet your business needs. These include: closed courses for your organisation; customised course material relevant to your industry and requirements; individual or group coaching; and digital and blended learning solutions.

Booking Information: 
Call 1300 658 388 to book this course, or book and pay online below.
Course Dates: 

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