SYDNEY(02) 9499 3322
MELBOURNE(03) 9909 0524
BRISBANE(07) 3014 0545

Training Course

Professional Customer Service Skills Masterclass

This interactive workshop is ideal for experienced and novice customer service professionals and all staff wanting build on their existing skills and take them to the next level



per person

Course Details

Professional Customer Service Skills Masterclass

Duration: 4 x 1 hour weekly and fully interactive virtural modules

Delivery via

Payment & Pricing

Cost: $595.00 per person (GST inclusive)

Book 4 or more people to the same workshop (including the same sessions) and save $50 per person. Pay only $545.00 (GST inclusive) per person.

Payment Options:

Further Information

Status: Bookings now OPEN

Certificate: Provided upon completion, laminated and personally endorsed

Maximum of 15 participants on this course

Upcoming Course Dates

April 2024Module 1Tuesday, 9 April 20242:00 pm - 3:00 pmEnrol Now >
Module 2Tuesday, 16 April 20242:00 pm - 3:00 pmEnrol Now >
Module 3Tuesday, 23 April 20242:00 pm - 3:00 pmEnrol Now >
Module 4Tuesday, 30 April 20242:00 pm - 3:00 pmEnrol Now >
May 2024Module 1Tuesday, 7 May 20242:00 pm - 3:00 pmEnrol Now >
Module 2Tuesday, 14 May 20242:00 pm - 3:00 pmEnrol Now >
Module 3Tuesday, 21 May 20242:00 pm - 3:00 pmEnrol Now >
Module 4Tuesday, 28 May 20242:00 pm - 3:00 pmEnrol Now >

Course Outline

Our very popular professional customer service skills masterclass covers daily customer interactions by telephone , email & in person. We will teach your team members how to positively engage with your customers in a professional manner and equip them to deal with a variety of customer interactions, both good and not so good. This course is designed to improve the ‘customer centricity’ of your team and at the same time ensure that your customers happily return.

Difficult Customers

Your staff and managers will learn how to deal with ‘Difficult Customers’ and have an appreciation for why customers behave and react in a variety of friction based scenarios. Your team will learn how to take control of escalations and at the same time learn common ‘triggers’ in actions and phrasing that can add to a difficult situation.

We teach the importance of their individual roles as the voice or face of your organisation and change the way they look at their current customer relationships.

Sometimes your team will need to deliver ‘Bad News’ that will upset the customer and is beyond the scope of your firm and your customers who may be inconvenienced. We will demonstrate how to deliver bad news to customers in and variety of commercial circumstances.

At the start of each module, we review topics from the previous week and answer questions.

Topics Covered

Module 1

Course introduction

Why are we having this training?

The importance of professional customer service skills

How you are the face and voice of your organisation

What your customers want, need & expect today

Experience v Processing your customers

Professional Phone Answering and Call handling techniques

Things we tell customers & things we don’t.

Why we never discuss the internal workings of our business & operational issues with our customers

Module 2

Revision & Questions

Eliminating negative phrasing; Mate, Buddy, Pal, Darling, Pet (and many more)

Addressing the ‘hollow’ phrases that we all  use and constantly annoy our customers

Email Skills – Professional techniques for a variety of situations

Dealing with ‘Hot emails’ – Emails from customers that are accusatory

5 common customer interaction mistakes.

Attitudinal issues

Explaining technical information to non technical customers

Module 3

Revision & Questions

Difficult Customer interactions via phone, email & face to face

Common customer behaviour patterns and triggers

Taking ownership & avoiding unnecessary escalations to Team Leaders & Management

How to deliver bad news in the most professional way.

Complaints and how to handle them

Module 4

Revision & Questions

Time management essentials

Upselling  & cross selling techniques

Personal presentation tips

What to do when you or your firm make a mistake

Why you lose customers


Who Should Attend?

This course is suitable for any organisation with staff who have phone, email and face to face contact with customers. Attendees include, but are not limited to:
Administration staff, Customer care personnel, accounts payable and receivable staff, warranty teams, dispatch staff, schedulers, manufacturers, importers, distributers, government departments, local government, Medical personnel, NDIS staff, Technical and non-technical Help Desk teams.

Group Discounts

Send 4 or more people to the same workshop and same sessions and save $50 per person. You pay only $545.00 (GST inclusive) per person.

The Fine Print

  • Payment must be made by credit card at time of booking
  • We accept Visa, Mastercard & Amex with no credit card surcharge
  • Workshops will run with a minimum of only 5 people
  • Group discounts are available when booking 4 or more people into the same workshop – contact us for more information
  • Transfers to other dates are available and incur a $20 per booking administration fee


Level 5, 115 Pitt Street
(02) 9499 3322


566 St Kilda Road
(03) 9909 0524


Level 20, 300 Queen Street
(07) 3014 0545