October 11, 2021 @ 3:00 pm – 4:00 pm
On line
The cost to attend this webinar is $60 for NESA members or $75 for non-members (including GST) per registrant.
Max Croft
0403 055 460

Excellence in the Customer Experience

Monday 11 October 2021

3.00pm AEDT (2.30pm in SA, 2.00pm in QLD, 1.30pm in NT and 12 noon in WA)


All staff


In a competitive market place, the customer experience is vital to the business success of your employment service.

As an individual, if you are friendly and helpful, you are providing an excellent customer experience. But it is often said that we are only as good as our weakest link. 

In this session you will be given an insight on what better practice in delivering excellent customer service is all about.

You will discover simple and effective techniques to help you build a stronger connection with your customers and facilitate a 5 star customer service experience. Join Leonie Lam as she explores excellence in serving your customers including both employers and participants.

Leonie will discuss

  • Strategies to build a strong rapport with the customer online and face-to-face
  • Creating the best first impression using mindfulness techniques
  • Communicating effectively on the phone and / or face-to-face with your customers
  • Creating long-term loyal customers for repeat business
  • Being remembered for the quality of your work


Leonie Lam

Leonie has been recognised as a leader in Career Development, leading and empowering individuals and teams to enhance their performance at work. Leonie is a qualified Trainer, Speaker, HR Consultant and Career Coach. She has previously held Training and HR positions at Westpac, Commonwealth Bank, Veolia Water and Western Sydney University. She is also the Director of a training and coaching business.

In 2017, she was nominated for the Australian Leadership Excellence Awards, where she achieved a place in the category of Owner/Entrepreneur Leader of the Year.

She is passionate about delivering training to help individuals and organisations maximise their performance and make an impact at work. As a Career Coach, she has helped more than 200 people secure employment in Australia. She consistently receives outstanding feedback in her training programs.

Leonie has a Bachelor of Arts, Psychology, a Master of Commerce, Human Resources and a Certificate IV in Training and Assessment

Leonie Lam Blue Circle 300x300 - Excellence in the Customer Experience


NESA Member

$ 60
per registrant
  • Prices are inclusive of GST

NON Member

$ 75
per registrant
  • Prices are inclusive of GST



This live broadcast will include ample Q&A time. It is expected to run for no more than an hour.

A PDF copy of the presentation will be distributed to all registrants, and a certificate to participants.


For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311  |  EMAIL