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.

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 Narelle Warburton.

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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 your 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 Paul van Veenendaal.

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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 Paul van Veenendaal.

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