All Courses

There has been a major push in Australia towards ITIL® (Information Technology Infrastructure Library). This is becoming a default standard in the IT industry. This identifies that IT is a service and all IT workers are service providers. However, this breakthrough course goes further and creates a “service” culture and mindset within the IT Department. Imagine taking your IT Team […]

Target Audience: The course can be tailored for the specific cohort whether it be the leadership team, another group of managers/team leaders or employees. Duration:This course is available as a 2-day course or a truncated 1-day course. Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations. Group […]

Customer experience mapping is a methodology used to discover how customers (and potential customers) feel as they experience your services. Customer experience mapping will allow your organisation to identify the required skills and knowledge to deliver a positive customer experience. Stage 1 — Customer Experience Workshops (2–3 workshops) These professional workshops are designed to map the customer experience. Using a […]

MANAGING THE PLASTICITY OF YOUR SERVICE DELIVERY Your customers continually form perceptions of your services. The key is to make as many positive perceptions as possible through positive customer experiences. Often you can’t control the outcome for the customer but you can control the experience the customer receives. This training program was designed specifically for the public service. The public […]

This course captures the behaviours that build relationships with customers. By developing some key mentoring skills, your workplace champions will be able to embed these behaviours to your newer recruits or inexperienced representatives. Would you like to attend this program? For maximum effectiveness, this program is best conducted as an in-house program. Ideal group size: 4 – 10 participants. Venue: […]

It is critically important to deliver a top level professional service to customers. Even when a customer’s needs cannot be met, it is crucial that their expectations be managed. Participants will also learn how to set positive experiences for customers which are proven to increase customer retention and boost lifetime spend. Here are some questions you might be asking yourself […]

If you’ve faced an angry group, then you’ll know the importance of this training. The biggest problem with an angry group is that the anger is constant and random. It’s even more unsettling than dealing with an angry individual. This course gives you strategies to keep you safe and quell the group’s anger. So, if your people are in the […]

Target Audience: The course can be tailored for the specific cohort whether it be the leadership team, another group of managers/team leaders or employees. Duration: This course is available as a 1-day course or a truncated 1/2-day course. Delivery: This course can be delivered both in-person or virtually. For virtual delivery, we can use our virtual platforms or your organisations. […]

Setting positive customer experiences is a science and is proven to boost stakeholder engagement levels and simultaneously increase brand loyalty levels. Discover innovative ways to positively change your customers experience and interaction with your organization. Positive customer experiences – Who does them well? The local ice cream store – Have you noticed that delightful aroma when you walk by your ice cream […]

Would you like to attend this program? For maximum effectiveness, this program is best conducted as an in-house program. Ideal group size: 4 – 12 participants. Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost Duration: This program can be conducted as a one day […]

Here are 7 reasons to welcome complaints as an opportunity rather than an annoyance: Most customers vote with their feet and don’t even give you the chance to fix a perceived value imbalance so be thankful they are still a customer. Measuring and reducing complaints as a performance indicator is often easier than measuring “increased customer service levels”. In marketing, […]

Building better relationships with your most profitable customers is vital. You need to start focusing better attention on your most profitable customers or somebody else will. Pareto’s principle suggests 20% of your customers are responsible for 80% of your revenue so why treat all your customers the same. How strong are your relationships with your most profitable customers? Ask yourself […]