Customer Service Courses

Your Course Instructor will be an experienced subject-matter expert with extensive experience in training many of the largest Australian and International organisations and Government Departments.

While ENDORSE does offer “off the shelf” courses, we specialise in tailoring Customer Service Courses specifically to your organisation’s individual requirements. Senior Instructors build and design these courses by conducting straightforward and interactive Q & A sessions with your stakeholder/s.

After we design a course outline to your specifications, we then tailor the content of the course to meet your exact business needs. We make the process simple and seamless for our customers, whilst ensuring the course matches the needs of your team/s.

We understand that time is critical in successful organisations so we ensure that this initial process only takes 1-2 meetings/phone conferences, whilst still ensuring the highest quality, customised training solution.

We design and deliver Customer Service Courses for:

  • Call Centres/Service Desks
  • Teams dealing with Face-to-Face Customers
  • Teams dealing with External Customers
  • Teams dealing with Internal Customers

Subjects/Topics in our Customer Service Courses are listed, but not limited to, below:

  • What is Customer Service?
  • Who are your customers?
  • Customer Service rules
  • Defining the customer experience
  • Attitudes towards service
  • Identifying customer expectations
  • Dealing with difficult customers
  • Professional etiquette
  • Building rapport
  • Creating positive first and last impressions
  • Listening
  • Speaking
  • Coaching
  • Learn to be proactive rather than reactive
  • Complaint resolution
  • Learning to show empathy
  • Creating loyal customers
  • Personalising customer interactions
  • Cross selling
  • Up selling
  • Taking ownership
  • Preventative measures
  • Customer follow through
  • Managing complaints more effectively
  • Creating lasting relationships with customers
  • Generating customer interest
  • Selling your story
  • Improving customer retention
  • Managing customer fears
  • Managing customer expectations
  • Emotional intelligence
  • Emotional care
  • Coping with stress
  • Using your personality
  • Vocal quality
  • How to apologise
  • The writing process
  • Writing and structuring email
  • Rights vs responsibilities

For ENDORSE to design and deliver a Customer Service Course for your team, contact your Account Manager or

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