Customers and clients want to be served in a positive way.

This two-part module will help frontline staff develop rapport through body language; realise the importance of using greetings and names; show respect for unusual requests; be sensitive to cultural differences; and overcome language barriers.

Video 1: A Positive Approach

This video aims to identify the common elements in excellent service. These elements are concerned with communicating to the customer or client the right service attitude and manner.

Video 2: A Special Sensitivity

This video encourages respect, sensitivity and an understanding attitude towards customers and clients from different cultural and ethnic backgrounds.

1. Who are customers and clients?
2. What is service?
3. Service in Australia
4. Process elements of excellent service