Service excellence

Explore new ways to better serve our staff and students through the various resources and courses available in the ‘Service excellence’ skill set.

Resources

Customer Service Life Blogs Opens in a new window– access blogs on customer service and how to better serve customers.

Customer service is integral to Deakin’s success – be they internal customers (staff etc.) or students. View the article here Opens in a new window.

The article Opens in a new window provides key tips on remaining professional during difficult customer interactions.

Courses

Courses and programsDelivery modeTarget audienceLinked resourcesAccess/ enrolment
Frontline Customer Service
Support staff to develop skills and strategies to effectively plan, prioritise and manage workload and develop the confidence and necessary skills to deal with a range of difficult and challenging behaviours from customers, students and staff.
Face-to-faceProfessional staffN/AFor dates and to enrol: DeakinPeople
Queries: training@deakin.edu.au
Student Complaints - Issues and Solutions
One-three hours by negotiation. Available on demand, as needed.
Gain a better understanding of the causes of student complaints; complaint prevention and early intervention strategies; and the University’s student complaint resolution processes.
Face-to-faceAll staffN/AQueries: Gina McWilliam ginamcw@deakin.edu.au or call 9251 7543
Leading with Emotional Intelligence
Emotions are all around us in the office, and it's important for leaders to understand how to harness them to cultivate productivity and positive relationships. In this course, lynda.com director of learning and development Britt Andreatta shows how to develop emotional intelligence to better lead teams, work with peers, and manage up.
On demandAll staffN/AAvailable on demand via lynda.com
Queries: training@deakin.edu.au
Service Innovation
Service innovation means changing the way you serve your customers to create greater value for them and deliver more revenue for your organisation. IMD Professor of Service Management Stefan Michel shows you how to identify service innovations—whether they are process innovations, new services, or new service-driven business models—and then embed them into your business.
On demandAll staffN/AAvailable on demand via lynda.com
Queries: training@deakin.edu.au
Customer Service Leadership
Customer service leadership is an exciting responsibility—and it's never been more important. Fast-evolving customer expectations, emerging service channels, and the multifaceted nature of delivering service are just a few of the challenges customer service teams face. Learn to lead with intention, and set a direction that is right for your customers, employees, and organisation. This practical course covers how to align customer service with company goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Whether your approach involves in-person services, contact centers, social media, self-service, or any combination, this course is designed to get you up to speed fast on the factors essential for success.
On demandAll staffN/AAvailable on demand via lynda.com
Queries: training@deakin.edu.au
Delivering Bad News to a Customer
Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied, and that what the customer wants is not something the rep can deliver. How can customer service representatives (CSRs) work to keep the relationship with the company strong and intact? This course outlines a simple four-step approach that can be used in variety of customer service settings. Learn about communication styles, methods, and approaches that can be applied to challenging situations like delivering bad news, handling concerns, and more.
On demandAll staffN/AAvailable on demand via lynda.com
Queries: training@deakin.edu.au
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