Certified Customer Service
Leader (CCSL) Program

Customer Service Institute of Australia

Lead a way to a better customer experience

The CCSL program is about equipping customer service leaders with practical tools and techniques to inspire and motivate their teams to deliver great customer experiences.

Learning Outcomes

After completion of this workshop, participants will understand:

  • The importance of creating great a customer experience in the context of their role and organisation.
  • The resistance of team members in relation to taking ownership.
  • The tools and techniques to deal with resistance from team members.
  • The dos and don’ts of good customer service behaviour and how to identify these behaviours in themselves and others.
  • How to inspire, motivate and coach other team members toward delivering great customer service.
  • Have made a personal commitment to unlock a customer-focused mindset in themselves and others.

Who is this program for?

This program is designed for team leaders, supervisors or customer service managers who are responsible for the customer service performance of others.

Full day training program

Date Tuesday, 6 August 2019
Delivery Classroom - face to face
Location Melbourne CBD
Group Size 15 - 20 participants
Duration 9am – 5pm
(excl. GST)
CSIA member
Includes morning tea, lunch and afternoon tea
Facilitator Monique Richardson

Key Topics

  • Creating customer focus
  • The role of a leader in creating a service culture
  • Managing resistance to change
  • Coaching for customer-focused behaviour

Find out more

Register now

To explore how our CCSL program could benefit your organisation, contact us on 1300 912 700 or info@csia.com.au

Be a part of a better customer experience.

Join us as an associate, member or fellow and keep improving your customer service – with access to globally recognised insights, skills and specialists whenever you need them.