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Customer Service and Delivering Excellence

Workshop overview:

Customer service is any action that helps customers with their problems, questions, and needs. It is usually a reactive and single touchpoint between a customer and our organisation. Customer experience is the overall perception and feeling that customers have about our organisation. It is influenced by all the interactions and touchpoints that customers have with us, including customer service. Customer service is what we do. Customer experience is how people feel about what we do. 


Customer Service and Delivering Excellence will help you to better understand the mindset and key skills that are the hallmarks of great customer service. You will learn why responsive communication, active listening, cognitive empathy, collaborative trouble-shooting and creative problem-solving are powerful ways to enhance service delivery and boost customer satisfaction. This module will equip you with practical tips and tools to help you create positive and lasting impressions with your customers and build stronger, more positive customer relationships. 


Who should attend: 

Operational staff, service providers, team leaders and managers.


Outcomes of this workshop:

  • Foster a customer-centric mindset 
  • Understand the core skills for excellent customer service
  • Understand the significance of the customer’s experience and why this matters
  • See every customer interaction as an opportunity to enhance customer experience
  • Communicate in ways that improve customer outcomes, engagement and satisfaction
  • Build trust to deepen relationships and promote customer loyalty

About the facilitator:

Bruce loves to help people understand how other people tick so they can work together with less stress and more ‘yes’! With a focus on leadership, communication and team dynamics, Bruce has been delivering adult education, coaching and professional development programs for over 4 decades. He is an accomplished speaker and facilitator with an engaging and relaxed presentation style and is a regular contributor to training and development programs for allied health organisations and the aged and community care sector.

Bruce Williams

Date:  5 September 2024
Time: 2.00pm – 4.00pm AEST
Cost: ACCPA Member:

1 – 2 people: $289.00 (GST inc) each
3 – 10 people: $260.00 (GST inc) each

Additional member discounts apply for groups of 11 and greater. Contact  for a discussion.              

Non Member: $462.00 (GST inc)

Booking Terms & Conditions 


Aged and Community Care Providers Association (ACCPA) is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.  

A copy of the Australian Privacy Principles is available here:  

A copy of ACCPA’s Privacy Policy is available here:  

Photographs and video footage may be taken during an ACCPA event or training session for ACCPA promotional purposes including social media, publications or communications. If you do not want your image used, please advise us via writing.  

Utilising the contact details provided to ACCPA from time to time, Learning and Professional Development will send out information on upcoming training opportunities in a direct electronic message. If you do not wish to receive this information and prefer to ‘opt out’ – email  and we will remove you from our ‘waiting lists’ and ‘email communications’ database. 

Cancellations, Refunds, Substitutions and Transfers: 

ACCPA’s Learning and Professional Development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the What’s On page. 

Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of ACCPA, a full refund will be paid, directly to the customer who has made the initial purchase. 

A full refund is also available if a participant withdraws from a training session, 5 or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis. 

An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided. 

Payment Terms 

It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement.   All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a Tax Invoice will be emailed to the person making the booking.