Excellent Customer Service

Engineering context

Customer service is increasingly becoming a vital business issue as organisations realise the benefits of an integrated, strategic customer service management system for providing effective customer support. Customer service staff can respond positively and effectively by developing a structured approach to client calls, particularly in difficult situations.

This course is recognised for Continuing Professional Development (CPD) by Engineers Australia (EA) in accordance with EA CPD Guidelines.

Course objectives

This course will enable you to:

  • Recognise the limitations of phone communication
  • Identify and recognise the needs of your customers through the use of effective listening and questioning
  • Identify the factors that enhance and impede effective communication
  • Apply a ‘can-do’ attitude to your work
  • Utilise strategies for managing emotions
  • Defuse confrontational situations
  • Acquire techniques to productively manage different callers’ behaviours.
Book a Public Session
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$ 740.00

For postal registrations, please download the pdf version of our registration form here.
If you are unable to attend the above dates, please contact to discuss upcoming dates.

In-house training

We can deliver this course in house along with more than 20 other courses and programs.

By using our in-house training service you gain the benefits of:

  • Scheduling convenient start dates
  • Organising the training at the client's office
  • Determining the frequency of the training required
  • Customising aspects of the content that is delivered.

We can help plan the professional development of the engineers in your organisation, business unit or department.

Is this course for you?

This course is tailored for all individuals who are interested in identifying ways to improve their quality of customer care and want to understand how to turn complaints into opportunities. 

Your facilitator for this course

Christina Katopis is a highly-experienced and dynamic facilitator, with over 17 years of training and consulting experience across numerous sectors. She has worked with both public and private organisations throughout Australasia and was employed as a Senior Training Consultant for Reuters Asia. In this role, she delivered corporate training programs to staff throughout Asia.

Christina has the following qualifications:

  • Degree in Social Work
  • Graduate Diploma in Human Resource
  • Development
  • DISC accreditation
  • MBTI accreditation
  • GENOS Emotional Intelligence.

Christina is regarded as a knowledgeable, interactive and enthusiastic facilitator. She has an immensely loyal client base in a wide range of industries. Her style is participative, engaging and enjoyable. Her approach to facilitating encompasses key adult learning principles. She actively ensures all materials presented are relevant to participants’ work situations.

More Information

Full Course Outline