This full-day elective course, titled "Next Level Customer Service & Case Studies - Fines, Breaches & What Went Wrong," offers participants an opportunity to enhance their customer service skills while examining real-life case studies involving fines, breaches, and related issues. The course is divided into two 3.5 point sessions, with a total of 7 CPD (Continuing Professional Development) points available. The cost of the course is $300, inclusive of GST, and lunch will be provided.

Next Level Customer Service:

The first session, covered under Approval Code ASPIRE236, focuses on customer service skills that are essential in meeting modern-day client expectations. Participants will engage in various topics such as communication skills, complaint management, empathy, keeping clients informed, customer feedback, and meeting client expectations of customer service. The course aims to upskill individuals in the industry, equipping them with the necessary techniques to provide exceptional customer service.

• Communication skills
• Complaint management
• Empathy
• Keeping the client informed
• Customer feedback
• Case studies
• Meeting the clients expectations of customer service

Case Studies - Fines, Breaches and What Went Wrong:

The second session, covered under Approval Code ASPIRE226, provides an opportunity for industry professionals to reflect on previous incidents involving breaches, fines, reprimands, and removal of registrations. By examining these cases, participants can gain valuable insights into the mistakes made and develop processes to address vulnerabilities within their industry or agency. The course includes case studies on various topics such as trust account errors, database/intellectual property theft, underquoting, misrepresentation, and online scams targeting the real estate sector.

• Trust Account errors
• Database/Intellectual property theft
• Underquoting
• Misrepresentation
• Online Scams targeting Real Estate

Overall, this full-day elective course offers a comprehensive learning experience for professionals seeking to enhance their customer service skills and gain valuable knowledge from real-life case studies. By attending this course, participants can earn CPD points, broaden their understanding of customer service expectations, and develop strategies to mitigate risks associated with fines, breaches, and misconduct in their respective industries.