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

    • Participants 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.

Enter our online learning space

Your course will be delivered via our virtual learning platform and includes the following:

  • access to online course materials and activities 1 week prior to live virtual learning session
  • online support and interaction with your facilitator and course coordinator
  • live virtual learning sessions with your facilitator
  • further self-learning resources to embed your learning
  • post course evaluation.

You will need:

  • computer or tablet
  • web browser Chrome or Firefox to view your course online
  • webcam, headphones and microphone
  • internet connection (broadband or 4G minimum)
  • notepaper and pen
  • a willingness to participate and engage with the instructor and other course participants
  • PACE courses are conducted in English. You are required to meet the University of Adelaide’s Minimum English Language Requirements, of IELTS Level 6.5 in all bands, in order to complete your short course enrolment.

Available course dates:


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