Certified Knowledge Centered Service® Trainer

Consulting & Training

Turn your flagging customer success outcomes around by empowering your service & support teams with knowledge and enabling truly helpful self-service.

Customer service tools can only do so much. Knowledge Centered Service provides guidance for the underpinning workflows and behaviour changes you need to ensure world class customer service outcomes for your customers, and a career path for your support team to drive up employee engagement.

Knowledge management coaching and KCS consulting options are available to suit your style and speed.

Facilitated KCS adoption


A kick-off introductory workshop

Onsite assessment of the present state via interviews and survey

A facilitated design session to plan your adoption efforts

An onsite KCSv6 Leadership workshop

Access volume discount for online Fundamentals training

Onsite KCSv6 Practices workshop for team members and managers

Remote adoption coaching with Aprill

The Knowledge Bird coaching program suits those who like to dive into the details on their own and manage KCS adoption at their own pace, and for those who want to grow knowledge sharing practices in other ways. Coaching is paid monthly, in advance, and can be stopped any time. Please ask about alternative arrangements.

A facilitated KCS adoption program is a bespoke program of work that may contain some or all of the listed elements, depending on the needs of your organisation.

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About the training

KCS® v6 Fundamentals online training

This interactive, online training is intended for service desk staff helping internal or external customers. It covers the basics and benefits of KCS, so you can improve program adoption and alignment across teams and locations. This 60-90 minute self-paced course is excellent preparation for the Fundamentals certification exam.

    • The Principles and Core Concepts of KCS
    • KCS benefits
    • The KCS Article and the process for creating one
    • How to do the KCS Solve Loop in the workflow and the value it creates
    • Leading versus lagging indicators of success
    • How the knowledge worker’s KCS performance is assessed

    • Understand of the basics and benefits of KCS
    • Gain confidence in integrating the KCS Solve Loop into your workflow
    • Improve productivity through the use of KCS
    • Engage or reengage knowledge workers in KCS activities
    • Improve productivity as a result of team understanding how KCS enables individual and business success
    • Increase adherence to KCS workflow and reduce variances
    • Alignment of KCS vocabulary and understanding across different teams/locations

    • KCS v6 Fundamentals online training, and bundled training with exam, can be purchased individually, or in bulk. Volume discounts available with 10 pax.
    • Contact me for bundled pricing as a part of a KCS adoption or improvement program, or for an Unlimited Use license in your organisation.

KCS® v6 Practices workshop

This ~2 day thorough, instructor-led workshop is intended for those involved in a KCS adoption and their supervisors, consultants, and product managers of tools and technology that enable KCS practices. The optional certification exam may offered separately at the end of the workshop.

    • KCS Principles and Core Concepts
    • KCS Practices and techniques, and the reasons for adhering to them
    • How to adopt and sustain KCS
    • KCS measures and their evolution over time

    • Preparation to participate in the KCS Council
    • Gain experience making appropriate judgments based on a thorough understanding of KCS Principles and Core Concepts
    • Understand key KCS Practices and how KCS techniques may be appropriately modified to meet business goals
    • Ability to deal with objections to KCS
    • More consistent adoption of KCS throughout the organisation: alignment of KCS vocabulary and understanding across distributed teams/locations globally
    • Reduced time to obtain business benefits from KCS
    • Clear, measurable, consistent goals aligned between KCS and business goals
    • Engage high performers by recognising them appropriately for contributions
    • More effective communications with sponsor and management

    • The 2-2.5 day KCS v6 Practices workshop can be delivered onsite at your organisation, anywhere in Australia, to a maximum of 12 participants.
    • The certification exam is a separate cost of USD$450, and if purchased in advance, will be held at the conclusion of the workshop.

Certified by The KCS Academy