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One Day Short Course

Meeting with Clients





Client Focused Service


Customer service is one of the most important roles for any organisation.  However, too often employees can become unstuck when dealing with complaints or poor customer behaviour, to the detriment of themselves and their organisation.  With the right tools, managing difficult situations can become less alarming.

This one day course will provide a measured and responsive approach to customer service that deals not only with the good, but also the ugly. It will provide practical steps to managing customer service, including managing unreasonable customers, complaints resolution and service recovery

Some of the topics in this short course include:

  • Leading customer service

  • Self awareness and emotional intelligence

  • Identifying risk

  • Dealing with conflict

  • Dealing with unreasonable behaviour

  • Complaints resolution

  • Service recovery

Please email or call for more information about the Client Focused Service Short Course. 

Course Overview

  • Client Focused Service

  • Duration: One day Short Course

  • Description: A practical guide to adopting a client focused perspective.

Who should attend?

  • All members of the organisation will find this course of value, and particularly those in a front line service, customer service, or client engagement role.


  • Participants will develop new perspectives on client engagement and service.

  • Participants will also learn practical techniques for dealing with the more challenging aspects of client engagement and service. 

  • The flow on effects for participants will include improving their confidence, efficiency and providing them with tools to manage difficult client situations.

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