Customer Service
Five Star

Five Star customer service training is for counter staff, frontliners, call centre teams and supervisors. Practise handling enquiries, responding to complaints with empathy and explaining follow-up actions throughout customer interactions.

Planning Five Star customer service training

Start planning Five Star customer service training by identifying the interactions your team handles most often. Counter, telephone and digital service staff may receive different questions and complaints. Explain where customers often wait, repeat enquiries or lack clarity about next steps. These examples help organisers set the discussion focus with GGC around customers’ actual experiences.

Prepare a service-process outline and sample enquiries with personal details removed. Identify what staff can handle directly and which situations require a supervisor. Understanding role boundaries helps discussions about clear responses without promising solutions beyond participants’ authority. Organisers can also explain differences between new customers, existing customers and people following up an enquiry.

Five Star focuses on helpful attitudes, communication and follow-up in customer interactions. If the main challenge concerns internal communication between departments, compare C.O.N.N.E.C.T Communication Skills. For sales teams seeking to understand prospects and explain offers, see Pukau Selling. Choose a module according to the conversations needing improvement and participants’ roles in the customer journey.

Details to confirm with GGC

Before choosing a programme, share the target group, participant numbers, departmental functions and preferred language. Explain the work situation you want to improve and what your team has already tried. This helps the discussion about focus, duration, format and activities. These details need to be agreed with GGC according to organisational needs and participant experience.

Use brief, anonymised examples for the initial discussion. Describe the roles involved, the challenge and what organisers want participants to practise. Avoid sending customer names, confidential organisational information or employees’ personal details through the enquiry form. Examples do not need to be long; clear context is more helpful than a list of problems without priorities.

Choosing a module and planning follow-up

You can choose up to three modules on the Training Programmes page to discuss with GGC. After a session, organisers can agree one work action, who is responsible and a review date using internal processes. Follow-up helps connect learning with real work situations. Performance changes still depend on implementation, organisational support and the team’s context.

During the initial discussion, distinguish essential topics from optional ones. If time is limited, agree priorities first and discuss room for practice and feedback. An agreed scope helps organisers prepare participants and assess the suitability of a proposed programme before making a decision.

Further reading: Toastmasters International’s guide to better listening.

Use the Training Programmes video guide to choose modules you would like to discuss with GGC.

Read the guide to choosing customer service training for your organisation’s needs.