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Client Focused
Service Short Course

One-Day Short Course

Confident, Consistent and Professional Client Service

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Meeting with Clients

Client Focused Service Short Course

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High‑quality client service is essential for every organisation. When staff feel confident and equipped to respond to a range of client behaviours — including complaints, conflict, and unreasonable conduct — they can provide service that is calm, consistent, and aligned with organisational values. Without the right tools, however, challenging interactions can quickly lead to stress, escalation, and negative outcomes for both staff and clients.

 

This practical short course helps participants strengthen their capability to deliver professional, client‑focused service in all situations. Through real‑world examples and hands‑on activities, participants learn how to communicate effectively, manage difficult behaviour, resolve complaints, and maintain composure under pressure.

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The aim of this one-day course is to 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.

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What the Course Covers

  • Understanding the foundations of client‑focused service

  • Communicating clearly and professionally with clients

  • Applying emotional intelligence and self‑awareness in service interactions

  • Identifying and managing risk in client situations

  • Responding to conflict and challenging behaviour

  • Managing unreasonable or aggressive clients

  • Complaints resolution and service recovery

  • Maintaining professionalism and wellbeing under pressure

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Why Client‑Focused Service Matters

People who deliver strong client service are better able to:

  • Build trust, rapport, and positive client relationships

  • Communicate clearly and manage expectations

  • Respond calmly and professionally to challenging behaviour

  • Resolve issues early and reduce escalation

  • Strengthen organisational reputation and client satisfaction

  • Maintain personal resilience and confidence in demanding situations

 

This course provides practical tools that participants can apply immediately to their own work situation.

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

Course Overview

Title: Client Focused Service Short Course

Duration: One-day 

Format: Interactive, online or face‑to‑face workshop with practical tools, scenarios, and real‑world application.

Description: A practical and engaging course designed to build confidence and capability in delivering professional, client‑focused service. Participants learn how to communicate effectively, manage challenging behaviour, resolve complaints, and maintain composure in difficult situations.

Who should attend?

This short course is ideal for:

  • Frontline staff and customer‑facing roles

  • Team members who manage enquiries, complaints, or client interactions

  • Professionals wanting to strengthen communication and conflict‑management skills

  • New and emerging leaders

  • Organisations seeking consistent, professional service across teams

Benefits

  • Participants gain practical strategies to deliver consistent, professional client service.

  • They build confidence in managing complaints, conflict, and unreasonable behaviour.

  • They strengthen their communication skills and ability to stay calm under pressure.

  • They learn how to resolve issues early and support positive client outcomes.

  • As a result, participants contribute to a more confident, resilient, and client‑focused service culture.

Learning Approach

  • Practical tools and templates for immediate use

  • Real‑world scenarios to build confidence and capability

  • Facilitated discussions to explore challenges and good practice

  • Activities that strengthen communication and problem‑solving skills

  • Strategies for managing conflict, complaints, and unreasonable behaviours

Tailored Delivery

This course can be tailored to reflect your organisation’s client base, service expectations, and risk environment. We work closely with you to ensure the course is relevant, practical, and aligned with your operational needs.

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