Professional Customer Service Skills

Develop skills and learn strategies to exceed your customer’s expectations every time.

  • Use specific tactics to develop trust and rapport with those on the other side of your conversations.
  • Uncover individual customer’s needs based on understanding them.
  • Review, assess and improve each interaction with your customer.
  • Manage customer expectations.
  • Define your own personal customer promise and learn how to stick to it.
  • What is covered in the course?

    • Understanding your impact on service relationships.
    • Seven strategies to developing strong relationships with customers and constituents. ‘moments of truth’ and how to leave a lasting impression.
    • Exceeding – not just managing – expectations.
    • Building fast and exceptional rapport.
    • Leaps model for handling difficult situations.
    • Defining your personal service promise and learning how to consistently deliver it.
  • Should I attend?

    If you are a professional at the frontline of service delivery, then this is a session you need to attend.

  • How will I benefit?

    Fun and engaging, this highly practical half-day course will provide you with strategies that will help you build strong relationships with your customers over time, who will recommend your services to others.

  • How will my organisation benefit?

    You will return to your organisation with renewed energy and a customer-focused view that will be contagious for your customer service team.

    Need customised training for your organisation?

    Contact our team to discuss customising this course to meet your needs.


  • AQF Equivalence, Articulation Pathways CPD Points and Certification

    • You will receive a soft copy University of Adelaide Certificate of Completion.
    • This PACE course may contribute to earning Continuing Professional Development (CPD) points or credit. Many professional associations accredit CPD at a standard rate of 1 hour of professional development / learning = 1 CPD point. This should be used as a guide only and confirmation should be sought from your accrediting body prior to registration in any PACE course or program.

What will I receive as part of this course?

  • Printed course book and materials (PDF copy for tablet on request)
  • Certificate of Completion and training record
  • Refreshments during the day, including a light lunch on full day courses

What should I bring to the course?

Our courses are designed to be work-related and interactive. Please bring current workplace examples related to this topic for use on the day.

What further development can I do?

We recommend Dealing with Difficult, Angry or Aggressive Customers and Professional Telephone Skills.

Want to do this course online?

Professional Customer Service Skills Online.

Available course dates:

No dates for this course are currently being offered. Please register your interest for future dates by emailing