CBR Service Champions

CBR Service Champions Program was an industry led initiative partnering with VisitCanberra and Austrade to produce Canberra’s first online training course to support local businesses to deliver great customers service to Canberra visitors.

The program ran in 2015 for 2 years and during that time over 500 tourism, hospitality, retail employees completed the training from over 110 organisations in the Canberra region

The course comprises of five modules that could be completed online at your own pace. The modules are between 20-40 minutes. Being online, this course provided staff and their managers the ability to access learning at the time they best learn and in an environment that suits them. The course was been optimised for mobile devices so if you like learning on the run login on your tablet device today.

The CBR Service Champions course is not currently live online but the content and program still exists.  If you are interested in running the course in your organization or designing your own online customer service course, we can help you.  Get in touch with Threesides and we’d be more than happy to have chat about how we might be able to help you.

CBR Service Champions Course Outline

The CBR Service Champions Course is an online course that comprises of five modules. Below is an outline of the topics of each module. Note these modules have been aligned to two nationally accredited units of competencies. For more information on how you can further your studies and use this course as evidence to accredited units and courses please visit our Further Study page.

  Module 1: A Tourist in Your Own City

  • Value of tourism to Australia
  • Tourism in the ACT
  • Motivators and target markets
  • Travellers decision making lifecycle
  • Multichannel approach to customer service
  Module 2: Customer Service Essentials

  • Why customer service counts
  • Great first impressions
  • Connecting with customers
Module 3: Communicating with Customers

  • Communicating with customers
  • The art of conversation
  • Keep it conversational
  • Modes of communication
  • Identifying customer expectations
Module 4: Delivering Great Service

  • Become a Service Champion
  • Make customers feel welcome
  • Identify customer needs
  • Keep customers coming back
  • Go the extra mile for customers
  • Invite your customers back
Module 5: Sustainable Customer Service

  • Responding to complaints
  • Why complaints are great
  • Recognise customer dissatisfaction
  • Work with customers to resolve problems
  • Embrace feedback
  • Coaching Service Champions

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