For any business, its customer or client base is the lifeblood of its success.
When you actively develop solid, lasting relationships with individuals or other companies, it can lead to increases in revenue, as well as the creation of a strong reputation.
For that reason, customer service should be front and centre when it comes to your organisational priorities. If you’re not actively training your workers to provide great, personal customer service, you may be leaving opportunities untapped to strengthen your brand and your client base.
Our tailored customer service training programs build both the skills and motivation to deliver truly outstanding service, both to internal and external customers.
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 program is available in-house or online in the following locations:
Melbourne | Sydney | Brisbane | Adelaide | Perth | Hobart | Darwin | Canberra
All regional areas | Asia | And anywhere else
This customer service 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.
We offer flexible solutions to make sure we train your teams while your customers keep receiving service.
Our tailored programs can also include the following focus areas:
Contact us to discuss how we can tailor a program to build customer service skills in your organisation within your budget.
Still not certain about the value of customer service training? We’ve put together some of our best information to help you decide. Read on for our top insights and a better understanding of why customer service training is worth the investment.
First and foremost, you will need to decide from the top down what your idea of elite customer service looks like, and then build much of your operations around it in some way.
In general, the idea is for every customer who interacts with someone from your company to walk away with a positive feeling. The standard is simple: Excellent customer service means not only meeting customers’ needs but also striving to always go above and beyond customer expectations.
That may mean giving your employees more power to sort out an issue without consulting with other people, and focusing on ways to keep those interactions as positive as possible, even when dealing with difficult customers.
A great way to look at this issue is this: The employees who do any kind of customer service for you will shape any given person’s perception of your business. That person may then tell their friends about their experience, good or bad, to inform the friends’ future purchasing decisions, and so on down the line.
In short, word of mouth is a powerful driver of business success and if you’re not investing in the soft skills that go into good customer service (and overall customer service management that sets the culture) then you may be leaving yourself in a tough position.
When considering which people may need this kind of training, it’s not just a customer service representative who will have to answer the call. In fact, the better answer is “anyone who you count on to communicate with customers.”
Even if that’s someone who emails back and forth with a client very occasionally, one poorly chosen word or phrase can do more damage than you might realise. As such, any team members involved in customer support, B2B communication, outreach and any other public-facing aspect of your business should be included in such a training session.
That way, you can be more certain that what “customer satisfaction” means for your business is clearly defined and that everyone under your roof is adhering to company standards.
Whether that service comes in person (sales associates), over the phone (receptionists), via email (general staff) or even on social media (dedicated posters), everyone should be operating from the same basic level of knowledge when dealing with unhappy customers.
This kind of training can also be a benefit when it comes to what is known as “internal customer service,” which is when employees provide a service to their colleagues. For example, departments such as IT, HR, and Payroll provide a service internally within the business and not to external customers.
To truly help customers with whatever concerns they may have, it’s not just about being courteous, patient, and willing to do whatever it takes to provide a great customer experience. It also means employees must have a deep knowledge of your products and services, as well as the guidelines they should follow to provide outstanding customer service.
In many ways, that begins with communication skills so that there’s always a level of understanding and clarity on both sides of the conversation, as well as the ability to set realistic expectations for how problems might be resolved.
Showing both what’s right and what’s wrong in such interactions can help inform the best possible behaviour.
While you can define what you are looking for when it comes to meeting and exceeding expectations with outstanding customer service, ICML can give your employees — from the front desk to the boardroom — the communication skills they need to create an army of happy customers who will keep your business going strong for years to come.
We offer both in-person training and online courses. Contact us to learn more about 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 – please check your local time
$ 395 + GST
We limit the group size to 12. This means the workshops are highly interactive and we’ll be able to focus on your personal challenges.
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!!
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.
Graham was fantastic; best facilitator in 10 years of training.
Exceptional workshop with great practical examples and team learning dynamic and good time management.
Erin is very approachable, knowledgeable and a very warm personality to work with for the day. Really helpful skills and knowledge that are applicable in everyday life.
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.
This training company consistently produces great sessions and I really enjoy them!
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.
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.
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.
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.
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!
Monique’s program was incredibly informative — lots to think about, take away, and start to implement.
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!
Michael went above and beyond to deliver a series of customer service workshops catered to our individual needs. Excellent!
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.
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.
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.
Fun and informative.
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.
Monique is a fantastic facilitator and it's made me rethink how I have conversations with my team members. I was engaged throughout and enjoyed the breakout rooms.
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.
Naomi was approachable and personable. She shared personal experiences and really made an effort to engage with each person in the class and understand the business.
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.
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.
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.
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.
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.
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.
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.
Justine is a fantastic and engaging facilitator! She makes what could have been a “disinteresting” topic very relevant and helpful.
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).
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.
Graham is an excellent trainer who clearly enjoys what he does. Thanks for the day.
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.
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.
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.
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.
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.