Workshop date: 20 April 2020

Location: Melbourne

Is this training for you?

This program is designed for staff and supervisors seeking ways to consistently deliver quality service in accordance with our Mission, whilst taking ownership for driving improvements, and innovation. Delivering outstanding service can only be achieved through motivated, service orientated staff who have the knowledge and authority to resolve issues.

Key Benefits

  • Develop your internal and/or external customer map;
  • Align your personal commitments to ACU service excellence framework;
  • Greater understanding of the needs and wants of your stakeholders;
  • Stakeholder engagement;
  • Increase in ACU brand value;
  • Increase in positive ratings from stakeholders.

What will I learn?

  • The four core customer service skills. You will learn how to:
  • Commit to customers – align your customer service vision and map your customers;
  • Be attentive to customers – listening to identify needs and wants, be aware of non-verbal cues and withhold judgement;
  • Respond to customers – taking action that shows you care, offering solutions and gaining agreement;
  • Be empowered – unleashing the full extent of your powers, developing your self-care plan.

CDF Competencies

  • Be Responsible and Accountable for Achieving Excellence
  • Collaborate Effectively
  • Communicate with Impact
  • Coach & Develop
  • Make Informed Decisions


Blanchard International

Register Now

Please register via Staff Connect no later than one week prior to the workshop.
Course code: 12055
For registration enquiries, email: or call Learning and Development, Human Resources on (02) 9465 9200.

Session Details

If the date and location of the workshop advertised is not convenient for you, you can now express your interest through the expression of interest link for any of the programs. You will be added to the registration list and the workshop will be scheduled in the specific campus or month when we have sufficient numbers.

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