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Course Information

Exceptional Customer Service Course Outline

What is Customer Service?

  • Importance of Customer Service
  • Customer Service Skills
  • Different Communication Vehicles

Communication Barriers

  • Types of Barriers
  • Delivering Effective Customer Service
    • Self-Assessments
    • Questions and Answers
    • Rapport with Customers
    • Meet Customer Expectations

Handling Difficult Customers

  • How to deal with Difficult Customers
  • Solving the Problem

Assertiveness Techniques

  • Structure Communication with Customers
  • Dealing with Difficult Situations

Neuro-Linguistic Programming

  • Examples of NLP

Body Language

  • Facial Expressions
  • Body Posture
  • Gestures
  • Handshakes

What will you Gain from this Course?

  • Utilising assertive styles in difficult
  • Building your confidence and being able to say no
  • Understanding how others perceive your behaviour
  • Understanding how using customer-focused communication improves your service standard
  • Practising how to turn customer service disappointments into a positive experience

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Who Should Attend this Customer Service Training?

This course would be useful in the following careers:

  • Personal Assistant & Receptionist
  • Secretary
  • Assistant
  • Office Administrators or Office Managers
  • Office Clerk
  • Marketing Assistants or Marketing Managers
  • Customer service Team Member or Supervisor
  • Customer Service Team Leader or Customer Relations Advisor
  • Sales Manager
  • Brand Manager


There are no formal requirements, so anyone can attend this Customer Service Training course.

Exceptional Customer Service Course Overview

This Exceptional Customer Service training course enables individuals to excel professionally in a customer-facing role - learning how to respond to adversity and how to display assertive, but polite, mannerisms. Individuals undertaking this customer services training course will learn how excellent customer service attributes can benefit an organisation, through meeting customer demands and expectations and ensuring repeat business.

The key skills that are at the heart of Exceptional Customer Service are understanding customers and their needs, emotional intelligence and problem solving. Our time-proven courses are taught by expert Customer Service Experts with years of real-world experience

Candidates will learn how to exceed customer service standards and expectations whilst developing their business’s reputation as a customer-centred business. Central to this course is the ability to develop awareness of the best-practice methods of raising rapport with customers, as this is key to maintaining flowing communication and elevating customer satisfaction.

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What's Included in this Customer Service Training Course?

  • A Comprehensive Customer Service Training Course Folder 
  • A Customer Service Training Action Plan
  • Full Access to Training Slides and Trainer Notes
  • Certificate of Attendance 
  • 24/7 Support Before, During & After your Course
  • Refreshments Available Throughout the Day (Classroom Only)

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Exceptional Customer Service Training FAQs


Soft Skills are a group of features that elevate an individual’s ability to undertake interpersonal communication.
There is no examination for this Exceptional Customer Service course, therefore an examination is not included in the course fee.
We provide you with a delegate pack consisting of course notes and exercises, a manual, an experienced trainer, and refreshments.
Please arrive at the venue at 8:45am.
The price for Exceptional Customer Service Training certification in Australia starts from AUD1795
The Knowledge Academy is the Leading global training provider for Exceptional Customer Service Training.

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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Customer Service Package

Save upto 40%
5 courses
Included courses:

Introduction to Public RelationsAUD1795

Emotional IntelligenceAUD1795

Dealing with Difficult PeopleAUD1795

Exceptional Customer Service TrainingAUD1795

Strategic Planning and ThinkingAUD1795

Total without package:  AUD8975

Package price:  AUD5395 (Save AUD3580)

Purchase now