Customer Service Training
Hope is not a customer service strategy
Customer service is the key to every organisation’s commercial success, and the glue that holds it all together. Our world-class, tailored customer service training programs put the emphasis on your number one asset. Your customers.
All KONA Customer Service trainers have run businesses and led teams. So we know the ramifications when people don’t put the customer first and when managers struggle to implement the right customer service culture in their teams.
Engaging Customer Service training that’s adapted to your sector and people
While our workshops have a core framework, they are readily adaptable so your people see the direct relevance to them.
Discover moreLearn from trainers who know what keeps you awake at night
Our customer service trainers have all run businesses and know how customer service is key to transforming a business in crisis.
Meet the teamReinvigorating Nova’s customer service culture
Nova Employment saw a 50% increase in job listings immediately after their training with KONA.
Read more
Creating a customer service culture
Unless a ‘customer first’ way of thinking is ingrained in your culture, your people won’t necessarily care enough to focus on the customer experience as their number one priority. Our Customer Service Consulting and Training starts with that critical foundation and builds from there.
Small Simple Gestures can make the Biggest Difference
Sometimes it’s the small, simple gestures that make the biggest difference.
On a recent trip through Canada and the US, as I boarded my flight home from Dallas, I was delighted with a handwritten card from Qantas welcoming me back on board.
It wasn’t extravagant. It wasn’t complex. But it felt genuine — and it made me feel recognised and appreciated as a customer.
In business, we can get caught up chasing the “next big thing” for customer experience, but we shouldn’t lose sight of the power of easy-to-do acts of appreciation. These small touches create loyalty, trust, and connection — often more than expensive strategies ever could.
✨ A kind word.
✨ A handwritten note.
✨ A personal “thank you.”
Simple. Memorable. Powerful.
What’s the best example of a small gesture from a business that stuck with you?
Well done Qantas.
How are our Customer Service Courses Delivered?
To quote one of our clients, ‘KONA’s kinaesthetic learning rocks!’
Another describes our training as ‘edutainment’.
What is kinaesthetic learning? It’s all about diving into education with movement to get your muscles and brain synapses firing simultaneously.
You might find yourself blindfolded to focus on your other senses, building things or role-playing in our courses.
From learning how to deal with difficult customers to handling the ‘oxygen thief’ (aka the customer who won’t stop talking), our customer service training is an engaging adventure that ensures learning is retained long-term for sustainable, tangible benefits.
Get ready to laugh your way to understanding while having a blast with your colleagues.
Learn more about our unique approach to customer service training
Let us show you a better wayCustomised Training and Consutling
KONA Customer Service Courses will help you…
Enhance crucial communication skills
Cultivate empathetic problem-solving abilities
Master conflict resolution techniques
Develop a customer-centric mindset
Through interactive modules, real-world scenarios, and expert coaching, you’ll learn to confidently navigate challenging situations, build strong customer relationships, and uphold service excellence.
Elevate your professional growth with our comprehensive courses, empowering you to exceed customer expectations, boost customer satisfaction, and drive business success.
Why Choose KONA for Customer Service Training?
Our customer service training courses are:
- Tailored to address your specific needs and challenges
- Contemporary and modern, incorporating the latest world-class tools and technologies
- Delivered by experienced trainers with real-world business experience
- Interactive, engaging and fun
- Designed to deliver practical, immediately actionable skills
- Filled with real-world scenarios.
- Customer Service Training Melbourne, Brisbane, Sydney, and Australia-wide. Customized targeted Customer Service Training and Consulting with local expertise
By choosing KONA for your customer service training, you will enhance customer satisfaction, loyalty and brand reputation through well-equipped, confident, professional and invested customer service teams.
Customised Training and Consutling
The ROI of Customer Service Training
In a competitive market, delivering exceptional customer service is your strategic advantage. KONA’s proven customer service training methodologies deliver tangible, long-term financial rewards, including:
- 15-20% increase in customer retention rates
- 10-15% improvement in customer satisfaction
- 30% greater efficiencies in the customer service team
- 20-25% reduction in negative online reviews
- 300% return on every dollar invested
Non-quantifiable benefits of investing in customer service training include improved employee job satisfaction and engagement leading to reduced staff turnover. And when your people are happier, they deliver better customer service. In this way, the benefits of customer service training keep getting better over time.
Customer Service Course Outline
| Maintaining a professional approach |
| Telephone etiquette and voice |
| Rapport-building |
| Greeting customers in a positive way |
| Active Listening |
| Asking questions and gaining commitment |
| Presenting information in a positive way |
| Time management when customers love to talk |
| Delivering ‘bad news’ |
| Communicating with key stakeholders |
| Wrapping up the conversation |
“We have been very impressed with your capabilities and see KONA as a key player in rolling out our customer service programmes.”
Customised Training and Consutling
Feedback from KONA Training
See feedback written on whiteboards by customers during KONA training workshop events.
Sales Training areas
Sales Training
Customised Sales Training and Management Training to help your sales teams increase sales and effectiveness.
Call Centre Training
As you think about your Call Centre and Customer Service team, what “keeps you awake at night?”
Sales Management
KONA offers business and management services for small and large organisations.
Sales Pipeline
Executing a Professional Sales Pipeline Process is The Backbone of Your Organisation’s Future Success.
Power Hour
As part of the training workshop we can actually have participants on the telephones calling real life customers.
Customer Service
Your Customer Service Team is Often the ‘Glue’ that Holds the Business Together.
Negotiation Skills
Our world-class Negotiation Skills Training & Coaching program is customised to your Business and your negotiation requirements.
Presentation Skills
Business results are dramatically increased with well-delivered presentations.
Account Management
Key Account Management requires planning and a clear focus on growth.
Storytelling for Sales
Empower your staff with the skills to use more stories in their conversations.
