Improving Customer Service

Creating the Competitive Edge.

Learning Objective

To learn and practice team-building and communication skills with a customer service focus, and overlay these on an understanding of the principles of effective Customer Service.

Target Audience

Choice of ‘all staff ‘ (mixed), or separate groups by task category.



Basics of the communication process, barriers, filters & screens, giving clear instructions, using conversation-management techniques to ensure full information flow, practical exercises for comparison of written & verbal methods, body language awareness.


Attitude, team-building skills, how & why teams form, team dynamics, roles, values and relationships. Internal/external customers. Practical exercise on value tolerances.

Customer Service

What are ‘expectations’, who sets them, how are they set, at what cost, and what happens if you don’t meet (or exceed) them? Examination of 4 key elements of customer service – training and development, resources, systems & policies, organisation structure. In-depth video-based case study of a typical supply company with more than 40 how-not-tos commonly found in NZ organisations, and workgroup exercises for either all-staff, or segmented staff teams.


Length: 1 full day

Format: Interactive workshop

Optimum number of participants/facilitator: 15

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