The program has been specifically developed for Australia Post by Mary Gober International – to provide our workforce with meaningful training developed to equip our people with a range of tools that can be applied in work and personal life. Developing skills that can be used in in all areas of your life to:

  • think positively
  • solve more problems
  • use positive language
  • build stronger relationships
  • deliver excellent customer service
  • have a positive impact on those around you (including our colleagues and customers).

Participation

Since the beginning in 2018 we have trained over 30,000 people. The training has been conducted across 200 sites, depots, and offices around Australia by accredited MGI trainers.

Our training team is made up of 5 accredited MGI trainers, 12 accredited Australia Post trainers (Contact Centre) and 160 Australia Post Accredited Champions (Operations and Technology).

The Delight Program is rolled out in a phased approach.

  • Phase 1 programs focus on teaching the foundation language and skills.
  • Phase 2 programs focus on ‘refreshing’ people’s knowledge and helping them apply these skills in scenarios relevant to their roles.
  • Phase 3 programs focus on workshopping common scenarios and coaching managers on how to best use the Delight tools to improve positive outcomes.

The Delight Programs on offer are:

  • One Day Program – delivered face to face and virtual
  • 3-hour Refresh – delivered face to face and virtual
  • Managers Program – delivered face to face and virtual

Operations and Retail Frontline Sessions

  • Champions Program – delivered face to face and virtual
  • 2 x 1 x hour sessions – delivered face to face and virtual
  • 1 x 1-hour refresher session – delivered face to face
  • 1 x 15-minute online refresher session via our Learning Management System (LMS) (Operations)
  • 3 x 20 mins sessions via LMS (Retail)

For more information contact delight@auspost.com.au

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    The Delight Program is rolling out across our organisation

    The Delight Program is rolling out across our organisation

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      Delight is helping to develop skills so we think more positively and build stronger relationships

      Delight is helping to develop skills so we think more positively and build stronger relationships

      "The Delight Program has made me more approachable in my role and given me the tools to take ownership and accountability in dealing with customer complaints." - Josh Gordon, Line Haul Manager

       

      “I’ve been reminded to look at things through the customers’ eyes. Sometimes the Finance team can be seen as the naysayers. By using the Delight techniques I’ve been able to find a balanced outcome with the customer fully understanding my position (most of the time!). It’s also been a godsend at home when negotiating with my teenage son.” – Silvio Santostefano, CFO Operations & Efficiency, FC&S

       

      "The Delight Program is different to any other customer service training that I've ever completed before. The tools are simple to understand and easy to implement right away. It’s a great way to hit the reset button on how you see customer service. " - Courtney Keath, Team Manager, National Customer Contact Centre


       

      “Delight has taught me to be a better communicator. I’m now more considered in my responses to customers; I help get them in a positive mindset first, before delivering my response.” - Ting Chuang, Senior Product Manager, International