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About Customer Service

When client organisations decide to improve the quality of their customer service interface, they want programs that will deliver measurable changes in workplace behaviour.

Typical customer service training programs cannot deliver measurable change because they do not engage participants - in benchmarking their competence and then taking personal responsibility for self-improvement. Quality Customer Relationships™, winner of three major awards* (Training Design, Best Practice in Adult Education, Innovation), uses a unique blend of training media to deliver an affordable program that can be delivered by external or internal trainers.

What is Quality Customer Relationships™

Quality Customer Relationships (QCR) is a competency based, an online training program that improves the delivery of customer service performance in the workplace.

The program was developed to answer the following needs:


  • competency based program
  • flexible design
  • cost efficiency
  • to be delivered by internal or external trainers
  • to deliver changes in workplace behaviours
  • modularised for ease of implementation

A true blended learning program, Quality Customer Relationships is a combination of self-paced and scheduled group work that optimises learning effectiveness. It includes:

  • Computer Facilitated Learning (CFL) modules: to exchange information and test knowledge retention
  • Discussion Groups: to engage people in debate about applying the learning to actual workplace situations
  • Face-to-face training: to practice skills
  • Assignments: to help participants analyse issues in the workplace and report on how they relate to program material
  • Project Work: to give each person an opportunity to anchor their experience to those in other organisations

Who is Quality Customer Relationships™ for?

Maintaining strong relationships is so important in retaining people - whether they are internal or external customers of the company. That's why the skills in Quality Customer Relationships can be applied by anyone in an organisation, whether or not they traditionally see themselves as serving customers.

The online component of Quality Customer Relationships works well because it allows busy people to work when and where they like, and the face-to-face workshops help everyone apply what they are learning to situations that are real in their work.

QCR is for:

  • Organisations wanting to make Quality Customer Service part of the fabric of the company
  • Experienced facilitators with a 'passion' for customer service
  • Those who believe improving Customer Service delivery can not be achieved with quick-fixes

What solutions does Quality Customer Relationships™ provide?

  • A methodology for making learning and customer service improvements part of the fabric of the organisation
  • An Effective use of technology to impart knowledge and minimise expenditure
  • A cost effective delivery of Quality Customer Relationships that means it is affordable to large companies who have both internal and external clients. The content in Quality Customer Relationships represents 84 -120 actual training hours, yet the online learning Platform at HRworkbench enables your clients to access rich content for less than $10 per hour
  • Quality Customer Relationships not only teaches skills, but changes behaviours and attitudes. After completing Quality Customer Relationships, nobody in your company will think that serving customers means saying, 'Have a nice day'

What outcomes are fulfilled by Quality Customer Relationships™?

  • Performance improvements can be graphed
  • Participants realise the importance of internal as well as external customers
  • Participants realise that Customer Service competence is a key competence for all levels of the organisation - not just front-line staff
  • Learning is seen to be an ongoing process not a once-off event

What is special and unique about Quality Customer Relationships™?

Other training programs teach a process that results in a world full of people who all say the same thing: 'Have a nice day' and, 'would you like a coke with that?' Quality Customer Relationships focuses on changing behaviour so that everyone knows how to create a customer focused environment, learns the language of customer service, and understands how to extend a customer's tolerance level and deal with difficult customers. Additionally, QCR:

  • Is solidly based on a complete Customer Service Delivery Competency Model
  • Includes pre-training 360-degree assessment in order to 'benchmark' current performance
  • Includes post-training 360-degree assessment in order to measure performance improvements
  • Mixes training media (Computer facilitated learning modules, assignments, group discussions, workshops and project) to ensure relevance to all learning styles