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CXES101

Customer Experience in Care

The evolution of consumer expectations has resulted in customer service becoming a core business attribute for many organisations.

Webinar

$299+GST

Face to Face Seminar*

$379+GST

Seminar Overview

The challenge for many is changing the focus of team members from being task oriented to customer service focused. The program has been developed for frontline staff and draws on the customer experience fundamentals that lead to the delivery of a high level of customer service in the aged care and disability sectors.

Our customer service essentials program is interactive and engaging and participants will re-evaluate the way they interact with their colleagues and residents/clients. This program is essential for any organisation that is trying to create a cultural shift to a customer service focused workforce.

Course Outline

  • Preparation and planning required to deliver great customer service

  • A holistic approach to customer service

  • Delivering customer service to people who might not want to be a customer

  • The shift required to embracing a customer service driven delivery model

  • Creating a customer focus environment

  • Hierarchical Care vs Person Centered Care

  • Internal Process vs Care Choices

  • The importance of feedback mechanisms and honest communication

  • Complaints Resolution

  • Professional Boundaries

  • The link between continuous quality improvement and customer service

Suggested Participants

This program has been developed to enhance the skills of frontline staff (care staff, hotel services and other services), Administration team members, Managers and Regional Managers.

Upcoming Dates

2024 Webinar Dates:


  • Tuesday & Wednesday, 14 & 15 May

CXES101 webinar is facilitated over two consecutive days from 1pm - 4pm AEDT (6 hours in total).


Special: Book for 5 or more participants and save $50 per person.

Webinar - $249+GST per person


2024 Face-to-Face Training:


NEWCASTLE


Date:  Wednesday, 10 April 2024

Time: 9am - 5pm (includes Team Building Session)

Venue: Club Macquarie - 458 Lake Rd, Argenton NSW 2284

Included: Morning Tea, Lunch, Afternoon Tea, Training Material, Participation Certificate

Price: $379+GST per person


Special: Book for 5 or more participants and save $50 per person.


SYDNEY


Date: Wednesday, 5 June 2024

Time: 9am - 5pm (includes Team Building Session)

Venue: TBC

Included: Morning Tea, Lunch, Afternoon Tea, Training Material, Participation Certificate

Price: $379+GST per person


Special: Book for 5 or more participants and save $50 per person.


MELBOURNE


Date: Wednesday, 14 August 2024

Time: 9am - 5pm (includes Team Building Session)

Venue: TBC

Included: Morning Tea, Lunch, Afternoon Tea, Training Material, Participation Certificate

Price: $379+GST per person


Special: Book for 5 or more participants and save $50 per person.


Program Testimonial

"I believe this session should be mandatory is every home care, aged care, and disability organisation. A great learning experience that was interactive and fun." - Ruth, Dubbo NSW

*Seminar Pricing relates to face-to-face seminars that CareCFO schedules in our training calendar. Please check individual entries in the training calendar to see if they are webinars or seminars.  Webinars are denoted with a green dot, seminars are denoted with a blue dot. 

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Want your whole team to attend this seminar? Contact us to enquire about an in-house training session. 

We come to you to deliver the training, we can even personalise the content to be specific to your oganisation.

Book an in-house session?

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