Customer Service Training

Colleagues discuss projects together

Course duration: 2 days

The power to deliver exceptional customer service and lead and manage customers’ expectations.


Service is about the person, not just a solution to a problem.

In this training, we look at the importance of delivering exceptional service to both internal and external customers, whilst managing expectations.

Service interactions provide a real platform for communication effectiveness, and communication excellence is a key determinant for business success, especially in today’s fast changing market place where customer service is often the one consistent element that builds customer loyalty.

This workshop will provide participants with:

  • The knowledge and skills required to ensure that the customer is at the heart of every customer experience, internal or external.
  • The techniques essential for dealing with complaints and difficult situations whilst maintaining a strong focus on customer satisfaction and developing customer loyalty.

Target Audience

This course can be tailored by Glass Rock Solutions to suit your particular business, giving participants examples of scenarios most relevant to your organisation.

Key Skills Gained

  • Get agreement with customers about their expectations so you are both of the same understanding.
  • Ask structured questions to uncover hidden details and confirm understanding.
  • Manage an unrealistic expectation using a process of definitive language and questioning skills.
  • Connect with customers on a personal level and a solutions-focused level.
  • Identify where customer service usually fails.
  • Follow a process to ensure all facets of service are completed.
  • Increase your listening skills for both clarity and empathy (without saying ‘I understand’).
  • Use the customer’s terminology, not your own.
  • Develop patience and composure in stressful interactions.
  • Continually improve your levels of service through periodic self-review.
  • Apply the knowledge gained in your own specific customer interactions.

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.


    “She is the best trainer I have seen in 30 years”.

    Paul – HR Director NLA



    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

      Melbourne Office
      Level 23, Collins Square Tower 5
      727 Collins Street,
      Melbourne Victoria 3008
      Sydney Office
      Australia Square, Level 33
      264 George Street,
      Sydney NSW 2000

      We acknowledge the First Australians as the traditional custodians of this continent. We pay our respect to the elders of the community, past, present and future.