Service hub
Customer Service
How we look after our customers across every stream — our standards, processes, scripts and the place to practise real interactions.
Service essentials
Customer charter
Our service promises and standards.
OpenComplaint handling
The step-by-step process for handling complaints.
OpenScripts & templates
Phone and email guides for common situations.
OpenCustomer FAQ
Quick answers to the questions customers ask most.
OpenScenario library
Practise realistic customer interactions.
OpenLog feedback
Record a compliment, suggestion or complaint.
OpenPractise an interaction
Work through a realistic scenario.
A client queries a charge on their account
A managed-services client thinks they've been billed twice. Practise checking the record calmly and explaining clearly.
A worried family member calls about their parent's care
A client's daughter calls with concerns. Practise empathy, privacy and clear next steps.
Handling a complaint that needs to be escalated
A customer is unhappy with how an issue was handled and asks for a manager. Practise the escalation process.
Scheduling a kick-off meeting for a consulting project
Practise professional internal communication, coordinating people and writing a clear agenda.