Employers and Manufacturers Association (EMA) Northern - The Customer Service Master Suite

The Customer Service Master Suite

A programme of workshops that will make you a paragon of customer service

Who’s this course for?
From receptionists to managers, shop attendants to business owners, anyone who deals with customers will benefit from this enlightening and absorbing programme. If you’re a business owner or manager, this programme will give your employees valuable skills in how to delight customers and increase custom.

What’s included?

  • What defines great customer service: from first impressions to ongoing interaction, handling complaints to building loyalty
  • The particular skills of projecting great customer service over the phone
  • Getting service right on the frontline, and how to turn difficult or complaining customers into advocates for life
  • What is a customer-centric organisation, and how to lead one.


What you’ll learn:

This comprehensive customer-service training programme consists of an introductory webinar and four one-day interactive workshops. Each can also be taken separately:

  1. Customer Service – an introduction (Webinar) 
  2. Professional Customer Service over the Phone​ 
  3. Service Excellence for Frontline Professionals​
  4. Managing Difficult Customers and Handling Complaints  
  5. Leading a Customer-Centric Organisation​

Workshops are scheduled one month apart, each building on the last and giving learners the chance to practice their new skills then report back.

As a graduate of the full programme, you’ll gain the knowledge and skills to deliver the ultimate customer service experience. You’ll also qualify for a two-hour one-on-one coaching session within a year of completion

After, you’ll be able to…

  • Understand how to transform your customer service from good to legendary.  Turn a grumpy customer into a faithful follower.
  • Fashion the perfect environment that customers will feel compelled to return to time and again
  • Lead a customer-centric organisatio​n​

Join Us.

Together we're building businesses, communities and opportunities for all
New Zealand

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