Content
- Principles of service excellence
- The emotional experience behind every customer interaction
- Managing difficult moments
- Coaching for excellence
Outcomes
- Understand the unique service expectations within the public sector
- Reflect on how your team is perceived – and how you’d like to be known – from a service excellence perspective
- Develop strategies to de-escalate frustration and maintain professionalism in difficult moments
- Be able to coach your team on what great service looks like
Who Should Attend
Managers and team leaders delivering or overseeing front-line or community-facing services
Benefits to You and Your Organisation
- Deepen your understanding of public service values and how they relate to respectful, reliable customer service
- Strengthen trust and credibility by consistently delivering service that aligns with public expectations
- Equip leaders and staff to coach for service excellence
- Build confidence in handling customer interactions
- Encourage ownership and accountability for service culture at every level of the organisation
Learn about our speakers
Samantha Young M.Psych. (Clin.), M.B.A, B.A. (Hons.), MAPS, GAICD
Co-Founder Humn / Clinical Psychologist
Humn
Samantha brings a unique combination of senior management and commercial experience, psychological intervention skills and Masters-level formal education in both business and psychology to her clinical, training, coaching and consulting work. Sam has delivered training for IPAA for over ten years with consistently positive participant feedback and is a sought after facilitator and keynote speaker, working with hundreds of employees and managers every year. The 21st Manager series designed by Sam in conjunction with IPAA incorporates the latest in psychological research, leadership theory and neuroscience and is now in its tenth year.
Samantha has worked as a Consultant with Boston Consulting Group, Sales & Marketing Manager for The Body Shop and Strategy Manager for Myer GraceBros. Samantha holds Bachelor and Postgraduate qualifications in business and psychology, including a Master Degree in Clinical Psychology and an MBA from Melbourne University. Samantha has completed the Company Director’s Course and is a member of the Australian Psychological Society.
Samantha was until recently CEO of Human Psychology, one of Adelaide’s largest psychological services providers, and is now co-Founder of Humn, a global movement redefining workplace mental health, where genuine care meets innovative leadership through psychosocial safety certification. Humn's mission is to safeguard wellbeing in every workplace. Samantha has extensive experience consulting to the SA public sector over nearly two decades and she is able to share real world scenarios to make workshops practical, applied and engaging.
Upcoming course availability
March 2026
Monday, 16 March 2026
Format
Face-to-face
Duration
1 half day
9:00am-12:30pm (8:45am registration)
Inclusions
Resources, workbook, morning tea and refreshments
Location
Level 6, 12 Pirie Street, Adelaide, SA 5000
(please visit registration links for further information)
View map
Costs
Personal Member $355
State Govt Employee Member $390
Corporate Member $405
Non-Member $440
This course can be delivered In-Agency. Contact us to discuss the delivery of this course within your department.