Customer Service Essentials
The foundations. Everyday interactions, done consistently.
This is the standard session, and for most teams it is the right place to start.
It teaches the six principles at the level where they are used most: the individual interaction, the phone call, the person at the counter, the email that needs answering.
It is built around exercises rather than slides. Your team will work through real situations, in pairs and small groups, using examples from their own experience as customers. That matters, because service behaviour changes when someone recognises themselves in a story, not when they are told what to do.
Who it’s for
Any team that deals with customers, at any level of experience. It works well for new starters as part of an induction, and equally well for experienced teams who have never had a shared way of talking about service.
What’s included
• The six Business Life Support Customer Service Principles, with an exercise for each one
• The difference between what a customer asks for and what they actually need, worked through real scenarios
• REBOUND, our complaint resolution framework, with live practice
• What to do when a complaint is not fair, and when to escalate
• A participant workbook everyone keeps, including a customer journey worksheet to complete afterwards
• A one hour scoping call beforehand to confirm logistics and set the tone
What you’ll walk away with
A team that shares a language for talking about customers, a practical method for handling complaints, and one specific thing each person has committed to doing differently.
| Format | 3 hours, on site, for up to 12 people |
| Investment | From $1650 + GST. Additional participants $95 + GST each. Travel included within 50km from Sydney CBD |
To book a course
Common questions
Up to 12 is the sweet spot, because everyone needs to actually speak. Usually above 20 people we would suggest running two sessions.
Essentials is deliberately off the shelf, which is what keeps it accessible. We use a scoping call beforehand to understand your business and adjust the examples and emphasis, but the content itself does not change per client. If you want the day built around your business, that is the CX Workshop or the Service Standards Program.
A workbook they keep, including a customer journey worksheet to complete afterwards, and one specific thing each person has committed to doing differently that week.
Yes, and it is one of the most useful ways to use it. Rather than a manager finding time to explain what good service looks like, new people get a structured session and the same language as everyone else. Repeat sessions for the same client are $1,250 + GST.