Program Overview

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Centre for Continuing Education

The Centre for Continuing Education at the University of Sydney offers a diverse range of professional development short courses. These courses are designed to enhance career prospects and provide opportunities for personal growth.

Course Subjects

The Centre offers courses in various subjects, including:

• Business and management
  • Business communication
  • Business strategy
  • Business writing
  • Cultural competence and diversity
  • Finance
  • Leadership
  • Management
  • Organisational psychology
  • Sales and customer service
• English
• HSC preparation (years 10-12)
  • HSC biology
  • HSC business studies
  • HSC chemistry
  • HSC economics
  • HSC English
  • HSC mathematics
  • HSC physics
  • Year 11 (Revision)
  • Years 10-12 study and essay skills
• Humanities and culture
  • Creative writing
  • Music
  • Philosophy
  • Psychology
• Information technology
  • Adobe
  • AI and machine learning courses
  • Data analysis and analytics
  • Google
  • Microsoft
• Language
  • Arabic
  • Brazilian Portuguese
  • Chinese
  • French
  • German
  • Greek
  • Italian
  • Japanese
  • Spanish
• Marketing
  • Digital marketing
  • Marketing communications
  • Product development
• Project management
  • Agile methodology courses
  • Change management for projects
  • Stakeholder and people management
  • Technical project management skills

Customer Service Excellence Course: Foundation Skills

This course focuses on delivering outstanding customer service that builds trust and loyalty. Participants will learn to engage customers, manage expectations, resolve conflicts, and exceed expectations across all touchpoints.

Course Details

• Duration: 1 session, 8 hours total
• Next date: 20 November 2025
• View all dates
• Next class mode: Face-to-face (CCE Building, Newtown)
• Cost: A$700.00 - A$750.00

Course Information

Exceptional customer service does not just meet customers' expectations – it exceeds them. Every time. Whatever service you provide or product you sell, every customer interaction is an opportunity to make or break your organisation's reputation.

Aims

This course aims to help participants:

• Understand the importance of customer service excellence for their organisation's development, growth, and reputation
• Connect with customers and build trust and loyalty
• Use effective verbal, non-verbal, and written communication to identify customers' needs and personalise their experience
• Learn how to anticipate and respond to customers' needs and defuse difficult situations
• Develop conflict resolution and problem-solving skills

Outcomes

By the end of this course, participants should be able to:

• Know what exceptional customer service looks like and identify the impacts and costs of poor customer service
• Make a good first impression and build immediate rapport through positive body language and voice skills
• Build strong customer relations through active listening and effective interviewing techniques
• Anticipate customer needs, manage customer expectations, and identify mutually acceptable solutions
• Use effective conflict resolution skills to contain emotions
• Identify difficult customers and use early intervention strategies
• Confidently deliver exceptional customer service in a broad range of settings and across different communication channels – including face-to-face, phone, and online
• Build customer loyalty by 'going the extra mile' at a low cost to you and your brand
• Handle customer complaints and misunderstandings and use upward referral effectively
• Track and attain desired customer service performance metrics

Content

The course will empower participants using the following framework: Connect with customers + Manage expectations + Overcome and review challenges = Exceptional customer service

Intended Audience

This course is suitable for a range of participants, including frontline workers and experienced team leaders whose roles demand customer service excellence.

Prerequisites

None

Delivery Mode

• Face-to-face, presenter-taught training
• Online training via the platform Zoom

Delivery Style

Interactive workshop which includes facilitator training, in-class exercises, case studies, and workshop-style activities

Materials

All course materials are provided electronically (via Dropbox). Participants are encouraged to bring a laptop or iPad and pen and paper.

Meet the Facilitators

• Kristine Bell: Customer and brand growth strategist and market researcher with over 25 years of international experience
• Dominic Siow: Transformation coach with 17 years of experience
• Dale White: International coach, trainer, and exercise physiologist

What Others Say

Participants have praised the course for improving their skills and being delivered by knowledgeable and entertaining instructors.

Related Courses

• Assertive Communication and Conversation Skills: Practical Training Course
• Assertive Communication Toolkit: Speak Up with Confidence
• Effective Sales Techniques Course
• Key Account Management Course

Organisational Training

For groups of six or more, courses can be delivered to your team with the option to tailor content. Enquire now for more information.