CSBA recognise the importance of training and professional development in the workplace. Our events are held Australia wide, across all industries and encompass specialised training, seminars and workshops in customer service and satisfaction, for customer service professionals.

Social Housing Service Excellence & Managing Service Challenges Training

The Managing People and Process session equips staff working in the social housing sector with skills to deal confidently and competently with service challenges and learn how to manage customer expectations to drive service improvement.

This training session is perfect for frontline customer service staff, team leaders and managers

Topics include:

    • Service commitment, service excellence and best practice protocols
    • Managing Customer Expectations
    • Resilience questionnaire discussion
    • Identify key service challenges – customer and staff
    • Service Challenges -CALD
    • Effective communication, decision making and problem resolution skills
    • Heat line, safe zone and de-escalation techniques (special focus on building resilience and managing personal safety)
    • Applying best practice – role plays

Duration: 5 hours
Cost: $550 (incl. GST) includes refreshments & lunch
Date:  December 2017
Venue:  CBD Sydney TBC
RSVP: megan.sulzberger@csba.com.au

Contact: Megan Sulzberger, CSBA Event Manager, megan.sulzberger@csba.com.au to register your interest.

Download further information here.

“The training content was excellent and I thoroughly enjoyed the way in which you facilitated the day; you made us feel comfortable from the ‘get go’. It was extremely worthwhile attending both sessions as they very much went hand in hand; focus on excellent service should surely minimise some of our service challenges.

It was great to participate in a full day of training and walk away feeling that the day was productive and not a waste of valuable time’’

Kylie Bullow, Manager, Housing & Retirement Living BaptistCare

 

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Assertive Complaint Handling in Local Government

The Assertive Complaint Handling for Local Government Customer Service Professionals session equips staff with skills to deal confidently and competently with service challenges and references the current Ombudsman recommendations.

This training session is perfect for frontline customer service staff, team leaders and managers.

Topics include:

  • Service commitment, service excellence and best practice protocols
  • Managing Customer Expectations
  • Resilience questionnaire discussion
  • Identify key service challenges – customer and staff
  • The power to choose my response: Effective communication, decision making and problem resolution skills
  • Heat line, safe zone and de-escalation techniques (special focus on building resilience and managing personal safety)
  • Applying best practice – role plays

Duration: 3.5 hours
Cost: $440 (incl. GST) includes refreshments and lunch

Contact Megan Sulzberger megan.sulzberger@csba.com.au for more information.

 

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Service Excellence

The Service Excellence program is designed for frontline customer service staff, team leaders and managers to learn how to manage customer expectations and drive service improvement.

Topics covered include:

  • Organisational values
  • Who are our customers; What are they saying
  • Managing Customer Expectations
  • Living our Values
  • Service Excellence Framework
  • Service Language and ‘Firestarters’
  • Applying Best Practice

The program will be conducted by CSBA Consultant Pier Dartnell. With over 20 years, local and global experience, Pier is an accomplished Customer Service and Training and Development Manager with a proven track record in delivering business results through the development of people, products and services in multi-layered and dynamic environments.

If you have any questions about this program, please contact Megan Sulzberger, Events Manager.

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Consultative Service and Sales

The one day Consultative Service and Sales program will equip you with the confidence and skills to be an effective and successful sales professional.

Topics covered include:

  • Brand and customer value proposition
  • Identifying internal and external customer needs
  • Key drivers of sales – emotional and rational
  • Influence and using consultative sales language
  • Connecting customers with products and services
  • Explaining ypur unique selling point – features and benefits
  • Dealing with objections
  • Closing the sale
  • Best practice framework and application

To register your interest in this program, please contact Megan Sulzberger, Events Manager.

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Service Protocols

The Service Protocols program is a half day course introducing CSBA’s best practice protocols for face to face, telephone, email and/or live chat.

Prerequisite: Service Excellence

Topics covered include:

  • Review service excellence themes
  • Customer satisfaction results
  • CSBA assessment criteria
  • Living our values
  • Best practice frameworks for face-face; telephone; email; live chat
  • Application of Best Practice, enquiry resolution scenarios

To register your interest in this program, please contact Megan Sulzberger, Events Manager

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