Customer Service - Foundational (SDHR22)

Provider business unit: Talent and Capability

Workshop Overview

This workshop will provide participants with basic customer service skills, as well as techniques to manage difficult customers.

Workshop Topics

  • Understand the importance of customer service and who your customers are
  • Basic customer service and etiquette, including email and telephone etiquette
  • Help customers understand the services that are available
  • Take responsibility for delivering services which meet customer requirements
  • Keep customers informed of progress and seek feedback to ensure their needs are met
  • Skills and techniques to manage difficult customers

Learning Outcomes

  • Apply basic customer service excellence
  • Communicate positively and professionally to customers
  • Apply essential techniques to manage difficult customers

Training Facilitator

This workshop is delivered by Wendy Jocum, an accredited, experienced coach and facilitator. Wendy’s expertise lies in all areas of people development – human resources, training, learning and development, organisational psychology, facilitation and coaching


$120 per participant

Non-Attendance Fee

The following charges will apply for non-attendance at a workshop with cost unless the registrant nominates a colleague (who meets the eligibility criteria for the course) to attend in their place.

  1. 100% Charge: notification of cancellation received within 0–5 working days of the workshop date will incur a charge equivalent to 100% of course fees
  2. 50% Charge: Notification of cancellation received within 6–10 working days of the workshop date will incur a charge equivalent to 50% of course fees

Please note that non-attendance due to illness or caring responsibilitie will require reasonable evidence to waive the non-attendance fee.


A requirement of the registration process is to discuss and obtain the following from your supervisor:

  1. Approval to attend the training program
  2. Local area charging code


  • Talent & Capability - Supporting Development
  • Send email

Page Owner: Human Resources