
Customer Service
Handling the difficult customer, and the ordinary one, without burning out.
Leading yourself and a team through a restructure, a system change, or a new way of working.
The 1 day works through 5 modules and 15 individual topics, from Change management basics to Practice and reflection. Each one is taught then practised — you do the thing rather than watch it done — against situations from your own work.
Groups are kept small enough that everyone speaks more than once, and the facilitator is in the room the whole time rather than dropping in. You leave with the PDF courseware and notes in your own words.
Every module we cover, and the topics inside each one. This is the same outline as the downloadable PDF — expand a module to see what sits under it.
Anyone whose job depends on other people. There is no prerequisite and no assumed seniority — individual contributors get as much out of the day as team leaders, because the situations are the same ones.
One day, roughly 9am to 4pm, with a facilitator in the room the whole time. It runs in a CBD training room in any of the six capitals, or live online in breakout groups.
The next scheduled Embracing Change dates, soonest first. If none of these work, tell us the city and we will let you know when the next block is released.
| Course | Date | Location | Delivery | Price | |
|---|---|---|---|---|---|
| Embracing Change | Fri 25 Sep 26 | Remote East | Online | $699 | Book |
| Embracing Change | Fri 25 Sep 26 | Brisbane | In person | $699 | Book |
| Embracing Change | Mon 19 Oct 26 | Remote East | Online | $699 | Book |
| Embracing Change | Mon 19 Oct 26 | Canberra | In person | $699 | Book |
| Embracing Change | Fri 27 Nov 26 | Remote East | Online | $699 | Book |
| Embracing Change | Fri 27 Nov 26 | Brisbane | In person | $699 | Book |
| Embracing Change | Mon 14 Dec 26 | Remote East | Online | $699 | Book |
| Embracing Change | Mon 14 Dec 26 | Brisbane | In person | $699 | Book |
Anything not answered here, call 1300 886 190 and ask a person.
The same course, your people only, built around the situations they actually face.