Customer Service Essentials (CSE)

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An introduction to Customer Service excellence

CSIA believes that great customer experience is fundamental to every business. For 20 years, the Customer Service Institute of Australia has been recognised as the leading authority on customer service in Australia and has empowered and supported Australian organisations to meet their service excellence goals with best-practice knowledge, education, certification, international recognition, and practical support – all from a globally recognised service standard. 

After completing this program, you will:
  • Learn why customer service is important
  • Learn how to create great customer experiences
  • Understand the basics of customer complaint handling
  • Receive a certificate of appreciation for completing the program

Program Topics

01. Welcome to CSIA Online

Welcome to CSIA Online
About the Customer Service Institute of Australia (CSIA)
About the program
Learning Outcomes
Lesson Plan

02. The Importance of customer service

Customer Service
Customer Experience
Customer Expectation
Recap your learning

03. Creating great customer experience

Becoming customer-centric
Know your customers
Be a customer service leader
Recap your learning

04. Handling customer complaints

Complaint handling
Customers and their complaints
Managing yourself during challenging situations
Recap your learning

05. Continue your customer service journey

Continue your customer service journey
Certificate of Appreciation
Don't hesitate

Enrol for free today!