Customer service excellence


Exceptional customer service for team leaders and customer service representatives is a leading element in the vision and mission statements of many organisations. In order to achieve successful results, high performance and quality service it is imperative to business success both at an individual and organisational level to remain competitive and to exceed customers and stakeholders expectations.

This course explores key principles, including developing the ability and confidence that comes from knowing how to appropriately respond to clients’ needs through effective email and phone communication.

Course delivery mode: Available to teams only. Face-to-face and virtual options.
Course duration: 1 day
Maximum group size: Min. 6 and max. of 20 participants
Learner effort: 7 hours
CPD Points: 7
Includes: Case studies, interactive group discussions, activities and facilitator-led discussions



Key learning outcomes
Following the training you will be able to:

  • Understand the big picture of customer service and where it fits in, as part of the overall business strategy
  • Understand customers and stakeholders expectations
  • Managing challenging customers, conflict and resolution
  • Improve internal and external customer service communication via phone and in writing.

Who should enrol
The course is suitable for customer service consultants/representatives or employees in a customer facing role.



"The training provided was relevant, engaging and well received by our team.  I highly recommend the efficient and professional AHRI Corporate in-house training department."

Cath Gracey, HR Manager at Queensland South Native Title Services

Why study with AHRI?