Overview

The Service Request Skills Pathway is designed for people who regularly handle service requests in fast?paced, customer?focused environments. It’s ideal for staff working in councils, government agencies, education facilities, utilities, and any organisation where timely, effective responses shape the client experience.

This course builds the practical communication and interpersonal skills needed to create positive first impressions, manage customer needs, and represent your organisation with confidence and professionalism. By strengthening these capabilities, teams can deliver smoother interactions, reduce conflict, and enhance the organisation’s reputation for quality service.

Topics for this course include:

• Service requests
• Positive first impressions
• Listening skills
• Questioning skills
• Handling conflict
• Communication skills
• Showing empathy
• Telephone call control
• Handling difficult customers
• Being assertive
• Managing customer needs
• Award winning telephone techniques parts 1 and 2