Collection: Customer Experience – Exceeding Expectations


Acquire and master the essential principles that result in the delivery of exceptional customer service.

Course Overview

The evolution of consumer expectations has resulted in customer service becoming a core business attribute for many organisations.

Our Customer Experience in Care program is interactive and engaging, and participants will re-evaluate the way they interact with their colleagues and residents/clients. This program is essential for any organisation that is trying to create a cultural shift to a customer service focused workforce.

Need a quote for In-Person training?

What you’ll Receive

  • 6 Hour Course
  • Workbook 
  • Participation eCertificate
  • Post Course Support

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  • In-person

    $379 + GST (Per Person)

  • Online

    $299 + GST (Per Person)


Book 5 or more people to attend this course and save $50 per person!

* Offer automatically applied at checkout, participants can attend different dates of the same course

Key Topics Covered

  • Preparation and planning required to deliver great customer service 
  • A holistic approach to customer service 
  • Delivering customer service to people who might not want to be a customer 
  • The shift required to embracing a customer service driven delivery model 
  • Creating a customer focus environment 
  • Hierarchical Care vs Person Centered Care 
  • Internal Process vs Care Choices 
  • The importance of feedback mechanisms and honest communication 
  • Complaints Resolution 
  • Professional Boundaries 
  • The link between continuous quality improvement and customer service 

Who Is This Course Ideal For?

This program has been developed to enhance the skills of but limited to frontline staff (care staff and other services), Administration team members, Managers and Supervisors.