Do you impress your customers every time you interact with them? Does your organisation thrive on creating raving fans who buy your products and services again and again?
This 3-Hour PD Training live, online training course is a perfect place to begin improving how your staff interacts with customers both on the phone and person-to-person. You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.
In this fun and exciting professional development course you'll learn to recognise how your attitude impacts on your interactions, you'll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.
This is a practical class that is suitable for all audiences and provides people with the tools that they can apply on-the-job (and in other contexts) the very next day. This is an instructor-led class that you can attend from home or your office.
We use secure Video Conferencing with interactive features such as live polling, screen sharing, whiteboards, live chat and breakout sessions. Please discuss your preferred platform, most commonly we use Microsoft Teams, Skype for Business, Webex or Zoom upon request.
These courses are facilitated in English, and are open to people from different industries across Australia, New Zealand, Singapore, Malaysia and Hong Kong - this is a short but powerful learning experience that gives you global collaboration opportunities. Our trainers and processes have been refined to give you a personalised learning experience where it is specifically targeted to your need & see our outcomes in the reviews.
**Please note, these classes run to a very tight schedule, please follow the invitation and join the class 10-minutes prior to commencement so you are ready to participate and don't miss a minute!
|Course name||Length||Outline||Next class|
|Time Management 1-hour Online class - Goal Setting and Prioritising for Success||0.1 day course||August 7|
|Advanced Facilitation 1-hour Online Class Leading Convergent Thinking and Decision Making||0.1 day course||August 5|
|Managing Virtual Teams Training 1-Hour Online Class - Building Trust and Cultural Challenges||1.0 day course||August 6|
|Supervisor Skills - "The New Team Leader" Your Role and Communicating with your team 1-hour online workshop||1.0 day course||August 7|
|Advanced Facilitation 1-Hour Online Class Managing People and Facilitating Specific Processes||0.1 day course||August 5|
|Advanced Facilitation 1-Hour Online Class Mastering Facilitation & Leading Divergent Thinking||0.1 day course||August 5|
|Managing Virtual Teams Training 1-Hour Online Class - Communication Strategies||0.3 day course||August 6|
|Managing Virtual Teams Training 1-Hour Online Class - Meetings and Collaboration Tools||0.3 day course||August 6|
|Managing Virtual Teams Training 1-Hour Online Class - Succeeding with Virtual Teams||0.3 day course||August 6|
|Managing Virtual Teams Training 1-Hour Online Setting Up Your Team||1.0 day course||August 7|
|Supervisor Skills - Managing Conflict 1-hour online workshop||1.0 day course||August 7|
|Advanced Skills for Executive Assistants and PA's 1-hour Online Class Difficult People and Competing Demands||1.0 day course||August 5|
|Advanced Skills for Executive Assistants and PA's 1-hour Online Class Managing the Office and Work-Life Balance||1.0 day course||August 5|
|Supervisor Skills - Successful Delegation and the Giving Feedback 1-hour online workshop||1.0 day course||August 7|
|Building Creativity and Problem Solving 1-hour Online Class with a Master Trainer||0.1 day course||August 5|
|Time Management 1-hour Online class with a Master Trainer - Planning and Crisis Management||0.1 day course||August 7|
|Creating Resilient Outcome-Oriented Teams in Trying Times 1-hour Online Class||0.1 day course||August 6|
|Developing a Growth Mindset in Challenging Times 1-hour online class with a Master Trainer||0.1 day course||August 6|
|Advanced Skills for Elite Personal Assistants and Executive Assistants - 3hours||0.5 day course||August 25|
|Coaching and Mentoring Training - Online Instructor-led 3hours||0.5 day course||August 14|
|Communication Skills Training - Online Instructor-led 3hours||0.5 day course||August 21|
|Conflict Resolution Training - Online Instructor-led 3hours||0.5 day course||August 24|
|Dealing With Difficult People in the Workplace - Online Instructor-led 3hours||0.5 day course||August 27|
|Email Etiquette Training - Online Instructor-led 3hours||0.5 day course||August 6|
|Emotional Intelligence (EQ) Training - Online Instructor-led 3hours||0.5 day course||August 31|
|Foundation Skills for Elite Personal Assistants and Executive Assistants Training Course - 3hours||0.5 day course||August 14|
|Giving Constructive Feedback Training - Online Instructor-led 3hours||0.5 day course||August 25|
|Knowledge Management (KM) Training - Online Instructor-led 3hours||0.5 day course||August 4|
|Minute-Taking Training - Online Instructor-led 3hours||0.5 day course||August 19|
|Negotiation Training - Online Instructor-led 3hours||0.5 day course||August 26|
|Sales Training - Online Instructor-led 3hours||0.5 day course||August 26|
|Supervising Others Training - Online Instructor-led 3hours||0.5 day course||August 20|
|Time Management Training - Online Instructor-led 3hours||0.5 day course||September 8|
|Assertiveness and Self Confidence Training - Online Instructor-led 3hours||0.5 day course||August 5|
|Business Writing Essentials - Online Instructor-led 3hours||0.5 day course||August 11|
|Customer Service Training - Online Instructor-led 3hours||0.5 day course||August 11|
|Leadership Development Training - Become THE leader - Online Instructor-led 3hours||0.5 day course||August 11|
|Leadership Development Training - Managing your Team - Online Instructor-led 3hours||0.5 day course||August 10|
|Professional Telephone Skills - Online Instructor-led 3hours||0.5 day course||August 4|
|Managing Difficult Conversations Training - Online Instructor-led 3hours||0.5 day course||August 10|
|Body Language Training - Online Instructor-led 3hours||0.5 day course||August 10|
|Behavioural Interview Techniques Training - Online Instructor-led 3hours||0.5 day course||August 6|
|Facilitation Skills Training - Online Instructor-led 3hours||0.5 day course||August 11|
|Effective Delegation Training - Online Instructor-led 3hours||0.5 day course||August 13|
|Business Ethics Training - Online Instructor-led 3hours||0.5 day course||August 25|
|Overcoming Objections Sales Training - Online Instructor-led 3hours||0.5 day course||August 10|
|PPA - Building Team Synergy - 3hours||0.5 day course||August 14|
|PPA - Identifying Difference as Opportunities - 3hours||0.5 day course||August 12|
|PPA - Problem Solving with a Growth Mindset - 3hours||0.5 day course||August 11|
|PPA - Resilience and You - 3hours||0.5 day course||August 10|
|PPA - Taking Productivity to the Next Level - 3hours||0.5 day course||August 13|
After completing this course participants will be able to:
Every Live Online Class Booking Entitles
you to a $100 discount on an
in-person public class.
(Discount valid for 18-months)
Looking for a full-day course in a physical room? Check the Full Catalogue
''...whilst I have completed many customer service courses previously, the trainer really promoted self awareness and how to obtain the best results by changing your own behaviour as opposed to the client's behaviour..."
"I believe the course is useful, and almost wish there was a second day for further teaching on interaction and perhaps working on oneself or some team building/team interaction content."
"It was a great day, we really appreciated the fact Troy had taken the time to learn our roles and made the content really relevant."
"I believe the trainer had a lot more information to share. He was very knowledgeable on his subjects material and whilst I have completed many customer service courses previously the trainer really promoted self awareness and how to obtain the best results by changing your own behaviour as opposed to the clients behaviour. The trainer also was able to advise of additional reading material regarding emotional intelligence which would help when dealing with clients."
-Department of the Environment
"I absolutely loved my PD Training with Tony. He is wonderful and enthusiastic trainer, who tries to accommodate for everyone’s needs. His knowledge of his client was exceptional and his content was brilliant."
"I found the material fantastic and was relevant to our needs as a training department. It has given scope to improve our learning materials."
"Troy is a fantastic educator. Whilst the course content was relevant my current role is less about customer service and more about upwards management. Though I can certainly see the value in the use of he skills and techniques I learned today an many aspects of my communication."
"Andrew was an excellent trainer, he engaged the room at all times, he listened and responded to everything we out forward. I left feeling confident that I understood everything we had gone over and what direction I was personally aiming for. Absolutely enjoyed the training session. Thanks again."
-Chromagen Australia Pty Ltd
"Whilst I had already been on many Customer Service Workshops during my 30 years in the Banking Industry I still found a few areas that I could improve on. It was also good to have a refresher to assess my knowledge making sure it is relevant to my current work placement."
"Andrew was a fabulous presenter, one of the best trainings I have attended."
"Trainer was great and really focused on what we needed as a company to give good customer service."
-Community Living And Respite Services
"Lots of information, good refresher and reminder of what is important in customer service. And a few new ideas and strategies to try in the future."
"Jill did a really good job not having personal experience working in libraries. I am sure she will learn from each session and have a far greater understanding. The basics of customer service was very well covered and a great refresher with a gem or two for me to take away. Thank you."
-City of Perth
"The course was relevant to my role within Caltex, it reaffirmed to me the importance of our mannerisms when talking to others and customers either face to face or over the phone."
"Great course - enjoyed the interactive roll play component as keeps the class energised and interested."
"I thought Troy was awesome, so clear in explaining topics, he made the day fun as well as a learning experience."
"...after the trainer explained the point of the activities I realized that they were very useful. I found areas about myself that need a lot of improving thanks to the course and the way it was delivered."
"Troy was a fantastic trainer. He delivered insightful content in an engaging manner. The knowledge I learnt in the course is not only relevant to my work with the QSO but also helpful for re-thinking approaches to everyday life as well."
-Queensland Symphony Orchestra
"I thought that the course was practical and enjoyable and that Leigh did a good job of 'tailoring' the available modules and coursework to our own circumstances and environment. We got through quite a lot in a short time and managed to sow a lot of productive seeds/thoughts to develop further with the team."
-Greyhound Racing SA
"Anita was a great trainer, very friendly and informative. She catered to the needs of our group."
"I thought Anita was excellent! She had really good energy and she engaged us all. I thought she was easily your best trainer that I have worked with. I was so busy yesterday and I thought, "Oh God, training today is the last thing I need," but I am really glad that I went. I enjoyed it very much."
"Anita engaged all participants as a group and individually. Tailoring the course to meet the individual and group needs. She has amazing ability to capture the room."
-The Royal Australian and New Zealand College of Radiologists
"A great experience and I am using what I have learned already."
-Kitchengroup Pty Ltd
"Our trainer tended to our groups concerns and needs for the course and we came out knowing ourselves not only better but also our customers and their expectations. We have made minor changes to our customer service that were required and the feedback and outcome from our customers has improved."
-ZOLL Medical Australia
"I was very impressed with how much the trainer taught us about ourselves. Useful tips that i will use in my personal life as well as professionally."
-ConvaTec (Australia) PTY Ltd
"I actually really enjoyed the training course. Got a lot out of it and the content was interesting and delivered in a way that was engaging and easy to learn in. Trainer was excellent, good impression, knowledgeable and good training technique."
"I went into this course expectant and it provides so many ideas to improve customer service that I wouldn't have thought of and its impact to the customer. The trainer reinforced ideas that would and wouldn't work for the business which encourages marketing by word of mouth. A well invested course."
"The trainer was great - she really made the course content relevant to our organisation. I learnt a lot of things that I am going to use in my future communications not just with customers but also with everyone I interact with. I was a very rewarding day."
"The training was geared specifically for our organisation and did not follow the lines of the usual training module. The trainer was excellent in being able to pick up the needs of the group and tailor the training accordingly."
-Options Disability Support
"Great Trainer, would definitely book in again, engaging and personable!!"
"This was a very inspiring course and I felt that there was relevant information regardless of which program we work for. I am already putting into practice some of the tools and techniques shown to us. I will also be sharing information from this course with my own team. I wish they could all do the course however this is not possible as we need training after work hours in Children's services to accomplish this."
"I think that the course reinforced information that I already knew. It made me reassess some of the ways in which I use this information and how it can be delivered via customer service in a better way. I hope that it will make me pause and think before I speak or act. David was very easy to interact with and it was a light heart'd day."
"The course was excellent and the trainer was awesome. He was very knowledgeable and was able to relate the issues specified to our particular environment which was very helpful."
-Jones Lang Lasalle
"The Customer Service course was great (I have attended 3 courses this year with Derrick and he is a great trainer), although this course included a lot of conversation with regards to dealing with difficult people, as opposed to customer service as such."
"In over 30 years of Customer Service roles, some of those in Management, this training is the best I have received. The day was fun, fast-paced and entertaining. The facilitator was engaging, smart, knowledgeable, and interesting. The topics covered were relevant for not only customer service roles but any role which involves a people-customer focus. This training has given our workplace a benchmark to create policies on phone etiquette, face-to-face customer service as well as employer expectation on dress, appearance and appropriate behaviour. I would thoroughly recommend this company to any business looking to improve their customer service standards."
"Very well presented and content relevant and insightful."
-Assisi Catholic College
"Deidre was AMAZING! She is such a good teacher and definitely made the classes fun and informative."
"Karen was fantastic and did a great job, especially managing some strong personalities in the group! a day well spent, thanks Karen :-)"
"Course was great, learnt that I rush some jobs and I need to slow down, this will help me provide better and higher customer service."
-Jones Lang Lasalle
"Karen was absolutely amazing!!! She is so positive and fun. She totally knows how to connect with each person in the room and to make them feel comfortable and valued. The day ran so quickly, no time to feel bored at all. This was my first course of this type. I look forward to doing and learning more. So professional!!!"
-Royal Academy of Dance Sth Qld Regional Advisory Panel
"I went in skeptical as my position doesn't require phone contact on a regular basis (only about 3-5+ calls/wk) so I just tried to relate it to the outside world of interacting with family & the general public. As I have rated, I thought Troy did a great job."
"I found the course most interesting especially are the different people- eg Coach - the trainer was extremely engaging."
"Our trainer was upbeat & knowledgeable. There were new things I learnt from the course which would be helpful in the job."
"Given the varied degrees of staff, I think the presenter did a great job to provide core information on Customer Service."
-Department of Commerce (WA)
"Thanks for the manual, long read but comprehensive."
"Overall, the training was relevant to my line of work."
"Particularly useful in how to better prepare yourself for phone call/stress in and out of work."
-Department of Commerce (WA)
"I was very happy with the course and found it very interesting and provided ideas and solutions that I will use in future. Having previously attend an 'in-house' session on same subject, I found this to be far better and the trainer was great!"
"Most useful part of this course for me was the strategies for helping an upset customer, the cultural differences and on the objective and subjective Language."
-Moonee Valley Racing Club
"The course was beneficial to everyone who was there. Understanding and constructive ways to use different idea's in customer service."
"I liked the interactive aspect of the training."
"I found Anita to be an excellent/positive trainer. The course itself was well thought out and met the needs of our company."
"Customer service covers much more than I imagined and included a valuable look at team members profile. The co-ordinator created an environment that encouraged participation from everyone which had a positive impact on the team improving respect and cohesion."
-Department Of Finance
"Candy is engaging, enthusiastic and funny."
"Trainer was excellent and engaging."
"Anne is an exceptional trainer and very knowledgeable. I will recommend her to my family and friends."
"Trainer was excellent, very enjoyable and i thoroughly enjoyed the training."
"Course material was broader and more useful than the course title would suggest, largely because of the personal experience / knowledge of the presenter."
"Helen was great, very well run course and informative."
"Most useful part of the course was learning how to deal with awkward customers and situations."
"Best course I have ever been to. Richard did an awesome job!"
-All Brands Toys Pty Ltd
"Learning about the rule of 3 was useful and knowing this can help me with my day to day work tasks."
"I was impressed with the knowledge of the trainer. She engaged with the group very well."
-Data Action Pty Ltd
"I thought Gina was one of the best trainers I have ever had and she provided an alternative method of lecturing about course content while keeping her audience engaged and enthusiastic."
"The course was insightful. I found the session was run very well, showed different approach that was relevant to our teams needs and was a full day that kept the group engaged and interested."
"The whole course was good, our trainer kept us all involved and made it easy for us to understand."
-Corinthian Doors (Australia) Pty Limited
"The focus on the importance of the individual and ownership was of most value."
-Shire of Cardinia
"The trainer was absolutely fantastic. There was only myself and one other girl which I think made the trainer's job a little easier but the trainer made us feel welcome and comfortable and was very supportive and open to hearing our thoughts, ideas and opinions. I would 110% recommend her and the course she taught to others."
-Parliament of Victoria - Department of Parliamentary Services
"Richard was absolutely wonderful, he tailored the experience to suit our industry needs and asked questions to clarify if the situation suited us. He was enthusiastic and very personable. He was great!"
"Listening exercises were great for understanding how communication works."
-Queensland Vet Specialists
"Gina really got the group's undivided attention, good combination of presentation and participation."
-Data Action Pty Ltd
"I found the way that Ash encouraged discussion to be particularly effective. These are conversations that the staff at WAIFS have been needing to have for a long time and it was really good to finally have these take place."
"I enjoyed group work very much. It gave me the chance to discuss important topics with all my colleagues and have a better understanding of my colleagues attitude towards our job."
-WA Institute Of Further Studies
"Joe was very informative. As our training course had only two people he was able to cater the content to our relevant fields. He was good at facilitating discussion and offered a lot of insight."
"Found the course user friendly and easy to relate to. Joseph was able to draw good class involvement and made the day enjoyable."
"I found this course to be really beneficial, not only helpful with my current job but something I could utilise in all aspects of my life - More like a self help, life coaching/mentoring course - Gave me a bit of perspective. Thoroughly enjoyed course and had me thinking outside my norm."
"I enjoyed the course as it gave me reminders and tips on how to give better customer service. Reactivated my thinking and made me realise some things you just do automatically without even thinking for customers. Loved the section on Five Levels of Focus."
"Information was informative."
"The trainer managed to 'get everyone on-board' most efficiently. Within a short time, staff were talking to each other and grappling with the way we deal in Customer relations at the College. It was a most successful session."
"Good Course and very informative."
"Activities are good and hands-on,related to work place. we cant use same strategies all the time. Learn how to handle difficult customer."
"Certain sections of the PD were great Learning the Profile Markers- people focused."
-Independent Schools Victoria
"Joe was a great trainer. Has so much knowledge. I found it interesting learning about how the brain works and how that can help in customer service."
-Bailey Property & Livestock
"Course was engaging and very informative. We were shown lots of tools to help us better ourselves as customer service representatives."
Bureau Of Meteorology
"Ash was a great trainer ,he made it enjoyable for us."
"Very informative. I enjoyed every aspect."
City Of Vincent
"Karen was fantastic, would definitely use her again. Would like to spend more time on time management and organization. That small factor aside, the course was excellent!!"
"Overall, it was very informative."
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time. In order to achieve this, it is important to ask yourself some questions:
This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service to both internal and external customers.
Customer Service Training Course - Online Instructor-led 3hours - Lesson 1
Customer Service Training Course - Online Instructor-led 3hours - Lesson 2
We choose to serve
Customer Service Training Course - Online Instructor-led 3hours - Lesson 3
Communication – the key to great service
When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.
We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.
We use secure Video Conferencing such as Microsoft Teams or Zoom on request that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.
We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.
You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.
A hybrid class is with some people dialling in, and some people physically together in the same room.
We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)
Invites people to training
(So you don’t have to)
Generates Sign in Sheet
(So you don’t have to)
Generates Branded Flyer
If you if you want to ‘promote’ internally
PDF’s of Certificates
(can be co-branded with your logo)
Collects and Reports feedback
(So you don’t have to)
Complete Results Dashboard
(including trainer insights)
At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.
In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.
Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.
It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.
To Be Engaged All Day
Activities and discussion for engaged learning all day.
An outstanding trainer
On average PDT trainers have 15 years industry experience and 7 years training experience.
Focussed on you
We always tailor activities and scenarios to be relevant to you.
100% Transfer Policy
If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.
Refresher Course $0
In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.
The confidence of booking with an acclaimed multi national training company.
Support, reinforcement & extension eLearning and videos in the App.