Providing quality customer service
Fulfilling client expectations and providing a five-star experience

Description
Business is not so much about transactions as about relationships. Knowing how to create a sense of trust and understanding with our clients and stakeholders through great interpersonal skills and rapport building forms the basis to exceed customer expectations during every interaction.
This program is designed to provide you with insights into how to manage your clients’ expectations and fulfil their needs in a positive way. You will acquire proven strategies to build rapport with your clients and professionally handle complaints to secure productive outcomes even from tricky situations.
Topics*
- Defining quality customer service
- Managing customer expectations
- Delivering 5-star customer service
* Number of topics depend on session length and delivery format; we will discuss with you appropriate elements and learning outcomes, and design a program completely tailored to you.
Target audience
- Middle to senior management
- Leadership team
- Emerging leaders
- Key employees who would like to successfully manage customer expectations and deliver 5-star customer service
Format
- Fully tailored, engaging, interactive and thought-provoking training sessions
- Utilising real workplace challenges for discussions in a group learning environment
- Facilitating group discussions to assist participants in addressing and overcoming current challenges by implementing solution-based leadership strategies in the workplace
“It takes months to find a
customer
and only seconds to lose one.”
Vince Lombardi
Booking options
The above outcomes are based on a full-day workshop. However, the delivery of your group training can be completely tailored to your needs, and delivered online or face-to-face on-site. Following are some popular options:
- Half-day workshop - 4 hours
- Masterclass - 2 hours
- Webinar - 1 hours
- Full-day workshop - 6 hours
- Half-day workshop - 4 hours
- Lunch & Learn - 2 hours
- Conference PD workshop - 2 to 6 hours
Program investment structure
Your program investment is based on up to 20 participants per session, and all content is tailored to your individual needs.
As a general guideline, the following prices are applicable for stand-alone online training sessions.
extended
|
4 hours |
$2,100 (hourly rate $26.50 pp) |
$50pp for additional participants |
HALF DAY |
3 hours |
$1,800 (hourly rate $30 pp) |
$45pp for additional participants |
|
2 hours |
$1,300 (hourly rate $32.50 pp) |
$35pp for additional participants |
|
1.5 hours |
$1,100 (hourly rate $36.50 pp) |
$30pp for additional participants |
|
1 hour |
$700 (hourly rate $35 pp) |
$20pp for additional participants |
|
1 hour |
$600 (hourly rate $30 pp) |
$15pp for additional participants |
The following pricing for deliveries in Melbourne CBD and inner suburbs can be used as an on-site guideline.
FULL DAY |
6 hours |
$3,600 (hourly rate $30 pp) |
$90pp for additional participants |
extended HALF DAY |
4 hours |
$2,800 (hourly rate $35 pp) |
$70pp for additional participants |
HALF DAY |
3 hours |
$2,400 (hourly rate $40 pp) |
$60pp for additional participants |
MASTERCLASS |
2 hours |
$1,800 (hourly rate $45 pp) |
$45pp for additional participants |
CONFERENCE WORKSHOP |
2 to 6 hours |
Please contact us for a quote |
Inclusions
- Fully tailored, engaging, interactive and thought-provoking training content
- Workbook PDF for 3-hour, 4-hour and 6-hour sessions to guide participants through the training, take notes and reflect on their learnings at a later stage (please note that we organise printed workbooks for an additional cost)
- Certificate of Attendance for all participants
- Carbon-neutral services (certified through UN Climate Neutral Now)
* Prices are exclusive GST, subject to change without notice
** Room with appropriate set up and catering to be arranged by the client for on-site deliveries
*** Terms and Conditions at www.profoundleadership.com.au/profound-leadership-terms-conditions/
Learning Approach
When you become a PROfound Leadership client, you will experience a fully tailored approach to anything we provide.
Everything we deliver is designed to accelerate your ability to achieve better outcomes and reap results from confident leadership.
Our programs set themselves apart from other similar, off-the-shelf training solutions. The coaching sessions, workshop facilitations, leadership programs, keynote speeches and video tutorials are not hypothetical case studies, but much rather based on real situations that our clients are faced with, and always include a solution-based approach to enhance learner engagement and to positively impact business results and learner satisfaction.

GREATER CONFIDENCE
Learning & Developing

SMARTER CHOICES
Applying New Learnings

BETTER OUTCOMES
Reaping Results
Methodology
Our learning and development solutions are based on the PROfound Leadership Methodology, developed after extensive research of client needs and analysing prevailing skill gaps in education and the workforce.
This innovative, learner-led method covers 360 degrees of human-centred leadership and serves as a compass for clients to overcome their challenges and move forward through six areas of development:
- Identity & Relationships - Who
- Values, Beliefs & Purpose - Why
- Competency - How
- Environment - Where
- Structure & Planning - When
- Behaviours & Action - What
Led by the client’s identified learning needs, the six components are addressed either in the order they appear in the methodology or in a slightly different chronology as required. Our approach is to tailor the program to the client for maximum engagement, satisfaction and business outcomes, which calls for flexibility and innovative delivery design.
Implementation Strategy
For the implementation of learnings, we developed and designed the LEADER Learning Methodology, a 6-step process that provides the clients with a clear strategy and succinct guidance.
This LEADER step sequence maximises outcomes not only during the Learning & Development session itself, but participants can successfully transfer their learnings into the workplace by a post-training review of the workbook and through follow-up session options if selected.
Partner up with us
Contact us to find out how you can perform at your best and confidently achieve business objectives.
Call now to speak with a friendly
PROfound Leadership team member.
1300 936 313
What past workshop participants say
99% of our participants rate our programs as good or excellent. Numbers don’t lie. Are you ready to become a PROfound Leadership client?
GREATER CONFIDENCE
SMARTER DECISIONS
BETTER OUTCOMES



Why support your team with professional development?
It is critical for organisations to have employees who understand each other well and work together as a team. A 2014 study by PwC revealed that in the corporate world, every $1 spent on wellbeing programs sees a $2.70 increase in productivity.
Professional development is a vital factor for organisations to:
- Increase effectiveness and productivity
- Translate improved productivity into a boost of bottom-line
- Enhance communication within the organisation and hence improve customer service and reputation
- Understand business needs and respect each other
- Increase motivation and engagement at work that will reduce absenteeism and staff turnover
- Develop a culture of trust which is a key factor in determining ultimate success
- Enhance people skills and the ability to understand human behaviours
- Improve employees’ health and well-being
- Identify social capabilities for success
- Build self-awareness and delegate effectively
- Lift their career and organisation
- Nurture values and beliefs that are clearly aligned with business vision and purpose
- Effective communication between different stakeholders
- Ability to turn dysfunctional situations into productive outcomes to retain staff
- Translate goals into specific tasks and action
- Develop an inspirational leadership culture through emotional intelligence
- Position team members for optimum performance and outcomes
- Lead change in a safe and supportive environment
- Make powerful decisions with solution based thinking
- Achieve more with less stress, lower financial costs and fewer frustrating delays
- Gain trust and collaborate with others
- Raise personal and team effectiveness
- Influence and inspire others to excel
- Boost confidence and self-esteem
- Design a workforce that is an asset not a liability
Who you will connect with

Martin Probst
CEO - Chief Education Officer
Find out more about Martin
Martin is an award-winning Learning Professional who helps managers and team leaders to empower themselves with skills of the future, so they can lead with confidence and positively impact the people around them through their actions and authentic leadership style.
Martin’s endeavour to make a lasting impact in the Learning & Development space has seen him spending well over 20 years travelling the world, studying the field of self-development and human potential. He understands what it means to work in pressured environments and the importance of becoming the best at what you do. His background and experience working with a wide variety of cultures and range of industries include:
Education | Hospitality | Procurement | Retail | Finance | Compliance | IT | Marketing
This deep knowledge and understanding enables rapid rapport and trust to develop. He is Master Certified in numerous personal transformation modalities and is an all-round nice guy with an infectious laugh.
His mission to maximise human potential and achieve peak performance in a supportive environment have led to:
- Working in different industries on 6 continents for over 30 years
- Certified Learning Facilitator (Institute for Learning & Performance) and other modalities
- Designing and delivering over 300 workshops and speaking engagements
- Teaching over 10 years in formal education
- Facilitating over 1,100 hours of one-on-one coaching sessions
- Authoring 8 Australian and international books, audio books and leadership journal
- Serving as an adviser and member on various committees & boards
Awards
2022 Wyndham Business Awards
Service Micro Finalist
2020 Top 10 Leadership Development
Training/Coaching Companies in APAC
2020 Asia Pacific Learning Impact Awards
Finalist Learning Solution of the Year (External)
2019 Australian Learning Impact Awards
2019 Wyndham Business Awards
Professional Services Small Finalist
Today, Martin teaches human-centred leadership paths to many people and organisations in Australia and around the globe. He is known for skilfully guiding his diverse clientele towards full potential through his simple-yet-effective and solution-based leadership strategies, so they can successfully deal with the human aspects of the business.
Please connect with Martin on LinkedIn and if you have any questions, please feel free to send him an email.

Gerda Probst
CEO - Chief Efficiency Officer
Find out more about Gerda
A founding member of PROfound Leadership, Gerda is renowned for seeing opportunities everywhere, and is constantly joining the dots between our services and our clients, her number one priority.
Gerda has a unique ability to mix practicality with creativity by drawing from her vast experience in finance, hospitality, banking, administration and being a mother of 2. Her 30 years in the workforce has seen her combine her passion for travel with earning a living, and successfully completing a Diploma in Business and Certificate lV in Business Administration.
Today, Gerda is PROfound Leadership’s Chief Efficiency Officer and makes sure things don’t explode. She is responsible for policies and procedures, marketing, website design and maintenance, finances and budgeting, events, information technology, and any other administration tasks that arise.
Gerda’s passion for superior quality reflects in everything we do, so each experience with us smoothens your path to becoming a confident, fulfilled and authentic leader. Gerda is very thankful for her ability to use her administration skills to empower organisations, teams and individuals to succeed in an ever-changing environment, and thus influence their future and generations to come.
Please connect with Gerda on LinkedIn, and if you have any questions, please contact her via email or 1300 936 313.
Awards
2022 Wyndham Business Awards
Service Micro Finalist
2020 Top 10 Leadership Development
Training/Coaching Companies in APAC
2020 Asia Pacific Learning Impact Awards
Finalist Learning Solution of the Year (External)
2019 Australian Learning Impact Awards
Runner-Up Learning Provider of the Year
2019 Wyndham Business Awards
Professional Services Small Finalist
How to make it easy for yourself
We are here to support you. The planning process should be as easy as possible for you. That’s why our awesome Leadership Skills Team will help you with any questions you have, and develop a tailored leadership training program together with you to ensure your next event is right for your business and a great success.
Simply complete the form below and we will be in touch or download the brochure and program planner.
Note: By contacting PROfound Leadership, your data will be stored and processed in line with our Privacy Policy. You can find more information here.
GREATER CONFIDENCE
SMARTER DECISIONS
BETTER OUTCOMES
If everyone is moving forward together, then success takes care of itself.
Frequently Asked Questions
Why should I choose PROfound Leadership?
Bringing award-winning learning impact to you.
PROfound Leadership is a dynamic Melbourne based business that operates throughout Australia and internationally. Our Learning & Development programs have been successful in promoting greater confidence and heightened leadership skills in individuals and teams, enabling them to make smarter choices and achieve significantly and measurably better outcomes.
Our award-winning learning impact empowers organisations, teams and individuals through effective and proven leadership strategies, to unleash maximum potential and succeed in an ever-changing environment. We know that one approach won’t suit everyone, so it’s part of our philosophy to tailor all our services to our clients’ needs. Hence, we offer a range of services to create flexibility and cater for different learning styles in the form of on-site workshops, leadership programs, one-on-one coaching & mentoring sessions, as well as user-friendly online courses.
OUR VISION
PROfound Leadership’s vision is to strengthen organisations through human-centred leadership and positively transform their future and generations to come.
OUR MISSION
Our mission at PROfound Leadership is to empower organisations, teams and individuals with effective and proven leadership strategies and unleash their full potential to succeed in an ever-changing environment.
We do this by:
- Challenging the Status Quo and providing new perspectives
- Educating and empowering individuals to find their authentic leadership style
- Building greater confidence, so individuals, teams and organisations can make smarter choices and achieve better outcomes
OUR VALUES
Client performance and success
Without you, we wouldn’t exist. Our first priority is to ensure that with every interaction you progress further ahead in transforming your organisation. This isn’t just because it makes us happy and proud, but more importantly so you can have a positive impact on generations to come through enhanced leadership skills.
Excellence and accountability
Your needs come first in everything we do, which is why we commit to life-long learning, continuous improvement and a best practice approach to guarantee our programs’ quality. We deliver excellence, efficiency and award-winning learning impact, so that each experience with us is positive and effective. This includes every event or coaching session you organise or attend, online training course you enrol in, video you watch, blog post you read, and every email you receive.
Business relations and integrity
Our focus is on long-term commitments to build and foster strong business relationships that are built on a foundation of integrity and open communication to achieve sustainable win-win outcomes.
Who will deliver the program?
Our professional development content is developed and facilitated by our director and Chief Education Officer Martin Probst, who delivers results.
Martin is an award-winning Learning Professional who helps managers and team leaders to empower themselves with skills of the future, so they can lead with confidence and positively impact the people around them through their actions and authentic leadership style.
Martin’s endeavour to make a lasting impact in the Learning & Development space has seen him spending well over 20 years travelling the world, studying the field of self-development and human potential. He understands what it means to work in pressured environments and the importance of becoming the best at what you do. His background and experience working with a wide variety of cultures and range of industries include:
Education | Hospitality | Procurement | Retail | Finance | Compliance | IT | Marketing
This deep knowledge and understanding enables rapid rapport and trust to develop. He is Master Certified in numerous personal transformation modalities and is an all-round nice guy with an infectious laugh.
His mission to maximise human potential and achieve peak performance in a supportive environment have led to:
- Working in different industries on 6 continents for over 30 years
- Certified Learning Facilitator (Institute for Learning & Performance) and other modalities
- Designing and delivering over 300 workshops and speaking engagements
- Teaching over 10 years in formal education
- Facilitating over 1,100 hours of one-on-one coaching sessions
- Authoring 8 Australian and international books, audio books and leadership journal
- Serving as an adviser and member on various committees & boards
Awards
2022 Wyndham Business Awards
Service Micro Finalist
2020 Top 10 Leadership Development
Training/Coaching Companies in APAC
2020 Asia Pacific Learning Impact Awards
Finalist Learning Solution of the Year (External)
2019 Australian Learning Impact Awards
2019 Wyndham Business Awards
Professional Services Small Finalist
Today, Martin teaches human-centred leadership paths to many people and organisations in Australia and around the globe. He is known for skilfully guiding his diverse clientele towards full potential through his simple-yet-effective and solution-based leadership strategies, so they can successfully deal with the human aspects of the business.
Please connect with Martin on LinkedIn and if you have any questions, please feel free to send him an email.
What are the definition and advantages of 'blended' learning?
Blended learning is an education program that combines online digital media with traditional face-to-face methods requiring the physical presence of both teacher and participant. It creates great flexibility for participants to study online in their own time and at their individual pace, but also the opportunity to demonstrate practical leadership skills in a face-to-face environment, where they can ask questions, participate in group discussions and build great business relationships that go beyond the program.
Is this a formal qualification?
Fortunately not! We do not believe in a “cookie cutter” approach, where the one off-the-shelf program suits everybody. This program gives us the necessary flexibility and opportunities to deliver real solutions tailored to our participants’ needs rather than ticking boxes and getting lost in bureaucracy.
Is there anybody who can help participants if they get stuck?
Participants have access to the PROfound Leadership team who is there to support them all the way and provide solutions when they face a challenge. Depending on the chosen program, there are different ways for participants to connect with their thought leaders including email support, phone coaching etc.
How do I get started?
It's easy to get started! Simply contact us either by phone 1300 936 313 or email [email protected] for an obligation-free conversation. We offer a complimentary meeting to discuss the company needs and requirements, so we can tailor and design a program to get the best possible outcome for you and the participants. You can also complete and submit our online planning tool and we will be in touch with you.
We are looking forward to be on your support team!

What other program topics are on offer?
Not exactly what you were looking for? We offer training in a range of other leadership skills topics through in-house workshop, leadership programs, speaking engagements and webinar.