Accredited Customer Service Training for Frontline Staff and Managers

CSIA has three training programs which will drive customer service excellence across your organisation:

The CSIA understands that organisations are seeking to provide customers with a high quality and unique service experience. 

According to customer service expert, Ken Blanchard, in his case study book Customer Mania on the Yum! organisation, there are four steps to building a customer-focused organisation in the right way.  These four steps are:

     1.      Set your sites on the right target

2.      Treat your customers the right way

3.      Treat your people the right way

a.      Recruiting and hiring

b.      Training and development

c.      Performance management

d.      Developing the right systems and processes

e.      Creating recognition culture

f.        Career planning the right way

4.      Have the right kind of leadership

CSIA believes through workshops and training, we can assist your organisation to achieve customer service excellence by working with you to implement these steps.  Below are the training programs:

Frontline Training

CSIA Accredited Certificate in Customer Service Excellence

(Click here for full course outline)

CSIA frontline training courses have been designed by some of Australia’s leading customer service managers. The purpose of this course is to train your personnel to deliver customer service excellence as part of your organisations efforts to improve customer service and increase customer advocacy. In return for this training investment CSIA will deliver employees who are: more efficient, save the organisation money, grow your business, and enjoy working with your customers, in fact, building long term relationships with them which encourages customers to spread positive ‘word of mouth’ throughout the community.

Each aspect of the Customer Service Excellence course will focus on achieving specific objectives through classroom exercises and enhanced through each participant continuing their learning after the training via the recommended, but optional, readings and take home assignments.

Team Leader Training

CSIA Supported Team Leader delivered Toolbox Training

(Click Here for full program outline)

Team Leaders and Middle Managers don't interact with their teams on customer service issues on a regular basis. Too rarely do we see team leaders motivating and inspiring their teams to deliver on the service promise.

CSIA’S SOLUTION: CUSTOMER SERVICE EXCELLENCE TOOLBOX SESSIONS

Any successful program that involves substantial organisational change must have a clearly identified message that is concise and recognised as ‘here to stay’. Fly by night campaigns that ask staff to buy into a customer focused shift don’t work when the message is not fully supported or gone only months later. Such an approach encourages some employees to become skeptics.

The CSIA’s Customer Service Excellence toolbox sessions will motivate employees and maintain a high-energy customer centric environment. Toolbox sessions are designed to be led by your team leaders. We suggest a workplace toolbox session around a customer service attribute is held every sixweeks over at least a year. These sessions will assist with continuous improvement, promoting ideas and keeping customer service fresh and in the front of everyone’s minds.

Nationally Accredited Diploma of Business for Customer Service Management Certified Customer Service Manager Course

(Click here for full course outline)

This Program is designed to provide graduates with a Nationally Accredited Professional Qualification for Customer Service Managers - the Diploma of Business (BSB50101) focusing on Customer Service Management and Australia's only formal and nationally recognised "Certified Customer Service Manager" designation -      Dip. Bus. CCSM.

Testimonial comments from successful CCSM graduates and students:

"In working through the seven modules I have learnt many aspects of the profession I did not previously know. Most importantly, I have been able to implement a number of very positive changes; all of which go towards Baxter reaching our mission "To make a meaningful difference in patients lives"."
Anthony Keyes
Baxter Healthcare

"It is exciting to have a dedicated and specialised course available to Customer Service Managers in Australia. The industry is constantly changing and quickly. Delighted customers and engaged employees are key to a successful business. To have a resource such as this to learn further about best practices and international standards is vital to the success of the Australian industry and I want to be part of it."
Rebecca Lees

"Thank heavens for the CCSM, finally a qualification that recognises the value of customer service in all industries. The CCSM increases the customer service focus of individuals within an organisation and a way for people who are passionate about customer service to explore the tools, techniques, and methods to develop a customer service culture in their immediate environment. I can see that organisations offering the CCSM as a training tool will soon become employers of choice for passionate customer service focused professionals everywhere."
Kim Henry
Yarra Valley Water