The Secrets of Excellent Customer Service (SECS)!


The Secrets of Excellent Customer Service (SECS)!


Best practice organisations do not accept that customers should experience exceptional service infrequently and work hard to ensure that every ‘moment of truth’ (or every single interface point with a customer) creates a good impression.

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This can only be achieved by ensuring that all individuals, both those who serve the customer directly and those internal staff who serve the frontline staff, are competent in a range of important service skills.

  • Who are your customers?
  • Customer service? Why should we bother?
  • What do you need to be good at to work in a customer service role?
  • Moments of truth...... just how are you travelling?
  • SWOT; analysing your current customer service standards


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