Customer Care Training - Advanced Customer Service Training

Team leader greeting workers in corporate meeting

Course duration: 1- 2 day(s)


Most businesses realise the cost of bad customer service, but what about bad ‘customer care’?

Acquiring a new customer can cost five times more than retaining an existing customer. What’s more, increasing customer retention by 5% can increase profits from 25-95%, and the success rate of selling to a customer you already have is around 60-70%, while the success rate of selling to a new customer is 5-20%.

Service interactions provide a real platform for communicating effectively with customers to better understand their needs and what they value about your business. Consistently delivering on these is a vital element for building long-term loyalty.

And then there are customers from certain industry sectors who are under great emotional and mental stress, placing them in a flight-risk category, making engaging with them for business difficult, if not impossible. This customer care training has been designed specifically to support customer service teams that are engaging with customers at flight-risk and where engagement and retention are critical.

This training, delivered by Glass Rock Solutions, provides participants with the knowledge and skills required to ensure that every customer experience, internal or external, is delivered to impress upon the audience that they are safe within the conversation, can trust the service provider and leave the conversation within a consistently positive service experience.

Target Audience

This program is designed for customer service teams that are servicing customers who are under immense mental and emotional stress where customer service alone will not do and a deeper level of customer service skill is required. This Customer Care training will build deep trust and personal credibility with customers and peers alike.

Key Skills Gained

By the end of the workshop, participants will:

  • Understand the foundations of being the consummate communicator
  • Understand what defines exceptional care
  • Understand customer care philosophy and psychology
  • Define themselves as customer service providers
  • Complete a diagnostic of ‘their customer(s)’
  • Listen with assertive ears
  • Know how to hear emotions and track the emotional responses on the emotional scale
  • Be able to use specific language to diffuse the stress levels or reduce the emotional intensity to enable the conversation
  • Be able to build rapport in difficult and challenging circumstances
  • Be able to deliver customer care excellence through empathy
  • Be able to deliver excellence in customer care to a difficult customer.

Book now

Please fill out the form below and someone from our team will be in touch within the next 48 hours to get your training started.


    “The training gave me the skills to understand situations and to acknowledge that there are no such things as difficult people.”

    Shannon, NE Water



    Simone Heaperman - Landcom Program Manager

    When Simone Heaperman, the program manager, picked up the phone to speak with Preetie Shehkkar at Glass Rock Solutions, she had much to address and set right.


    Jane Hodgen - Tata Consultancy Services

    Tata Consultancy Services, a global technology leader with 450,000 employees worldwide, expect the best from anyone who works for them.


    Stuart Freer - University of New South Wales

    When Stuart Freer came to Australia, he was recruited as the Director, IT Service Delivery and Infrastructure, at the University of New South Wales.


      Glass Rock Consulting

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      Level 23, Collins Square Tower 5
      727 Collins Street,
      Melbourne Victoria 3008
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      264 George Street,
      Sydney NSW 2000

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