Customer Service Excellence

This workshop will give you the crucial skills required to deliver world-class service and grow existing client relationships. It applies to both frontline, internal support centre and contact centre environments and is designed equally for staff with little experience or those requiring refresher client service training. The course is similar to the Critical Elements of Client Service course with the added benefit of DISC assessment for each participant on Day 2.

Learning Outcomes

  • Recognise how one's attitude and behaviour affects service standards
  • Learn some ways to make client service a team approach
  • Strategies to build a genuine relationship and goodwill with clients
  • Client service mistakes and how to avoid them
  • Master ways to develop a positive client focused attitude
  • Develop needs analysis techniques to better address client needs
  • Strategies for service excellence over the phone
  • Develop more confidence and skill as a problem-solver
  • Communicate more assertively and effectively
  • Master techniques for dealing with difficult clients
  • Practical application of key strategies throughout the day

What Will Be Covered?

  • Who are our clients/clients?
  • Qualities of effective client service
  • Service PRIDE, meeting expectations
  • 5 Steps to effective client service
  • What does effective communication look like?
  • Barriers to effective communication
  • Minimum standards on the telephone
  • Managing the talkative caller
  • Problem solving techniques for dealing with difficult clients
  • Behavioural tendencies and how we react to others
  • Managing stressful situations
  • Using DISC in client service
  • Skills practice
  • Key take aways and Personal Action Plan


Our training programs are practical with lots of interaction and discussion between the participants. During this three-day workshop participants will have the opportunity to ask questions and are encouraged to develop and work on individual action plans in a consultative and controlled environment.


A pre program questionnaire which is designed to assist you in receiving the best outcome and return on investment from your training. There is only a short amount of time to transfer the message so Sarden Learning will try to gain an insight into your company's background, processes, issues and culture so we are able to deliver an outstanding service for you.

Training Investment Price Quotes

Our quotes are completely inclusive, meaning our firm quote includes:
  • All needs assessment discussions
  • All training development
  • All training customization
  • All training materials
  • Training delivery
  • All travel related costs and expenses
  • You receive one invoice when the training is completed. No surprises.


Let us know how we can help you - tell us what you are interested in!

1300 783 987