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Customer Service: We all love it!


November 11, 2020 @ 1:00 pm
November 18, 2020 @ 3:00 pm
$20 – $280
Event Category:


Trainer First Name
Murray Coates
Trainer Short Bio

Murray has been working in the aged and disability sector most of his career, starting with hands on support roles. He also has over 20 years of experience at senior management. As a passionate, skilled and experience trainer/ presenter he uses a mix of theory, experiential, reflection and self-discovery to support participants understand and apply their new and existing knowledge. He is also a trained facilitator in the Enzyme technique, which supports groups explore options and prioritise them for action. As a well-rounded personal development professional, Murray is also a successful mentor from the C suit to emerging leaders, where he can provide participants with insight, challenge and focus on solutions that last. He believes that a mix of training and mentoring will be the best approach for the implementation of the new Aged Care standards.
In the new world, Murray has been core supporting organisation to move away from pure government funding, and into a sustainable financial position and quality services provision using marketisation, while balancing this with for purpose ethos. He understands the journey, environment and dynamics that organisations go through as government policy changes and new players enter the market.

Murray has served on many profit-for-purpose and commercial boards, including Kimberley Group Training, TAFE Governing Board and Chairperson and Board Member of the Ord Valley Muster. He has also served on the State committee of ACSA.

November 11, 2020 @ 1:00 pm - November 18, 2020 @ 3:00 pm

$20 – $280

In today’s competitive world of providing aged care we all need to be focused on making the customer feel number one. The aged care quality and safety standards also put our clients at the centre of everything that we do. Lastly and most importantly, as a sector we really care about those we work with.  So how do we pull all of this together to ensure that that our customer service surrounds everything we do as professional workers?

Held over 2 x 2 hour sessions, this course will explore this and provide practical tools to improve what we do for older people receiving our support in all settings.

By the end of the two, two-hour sessions, participants will have explored and have understanding of:

  • Where does customer service occur?
  • Why do we care about great customer service?
  • How the aged care quality standards relate to great customer experience?
  • Importance of engagement and relationships
  • Six pillars and practices of great customer service
  • Culture of great customer service
  • Soft skills
  • Managing complaints
  • Open Disclosure
  • Domains of customer service
  • Tricks and tips


Participants will be able to apply these learnings practically to the workplace to ensure a better customer experience.


Session 1:  1.00 – 3.00 pm Wednesday, 11 November (Sydney time)

Session 2:  1.00 – 3.00 pm Wednesday, 18 November (Sydney time)


Target Audience:  All aged care workers


Registered participants will receive the Zoom link 1-2 days prior to the event.

** Note:  That the scheduled time is in AEDT (Syndey, Melbourne, Hobart)


Tickets are not available as this event has passed.