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The Phone Customer Service Essentials training course has an average rating of 4.7 out of 5 stars
February 2024 Customer Service Phone Essentials Course Introduction
The February 2024 Customer Service Phone Essentials course is a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will immediately impact your business.
Whether it’s for new employees, existing employees who are a little stale, or employees who have never had any professional customer service training, this course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone.
The course goes beyond traditional customer service training clichés such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’.
This program has been three decades in the making and is based on the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards, leveraging the insights and assessment of more than 50,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.
Crucially, we don’t teach scripts (they don’t work!), but we do provide your employees with a proven, reliable structure for phone calls that will enable them to consistently communicate in key moments with energy, empathy and simplicity.
In particular, your employees will learn how to master the start and the finish of any phone call and how to check for understanding, comfort and resolution throughout. They will also learn and practice a simple but powerful 2-step method for dealing with more difficult customers and situations they may encounter.
Highly Recommended!
Review of Phone Customer Service Essentials (Private Class)
This training would have to be one of the best I have attended whilst being at the City of Casey.
Simon was very engaging and made everyone feel inclusive in the meeting.
The scenarios we went through has helped me structure my calls more efficiently and personable.
I would highly recommend Simon and this training!
Customer Service Officer
City of Casey
February 2024 Customer Service Phone Essentials Course Fast Facts:
Built specifically for online/virtual training!
Whilst we understand there is often a preference for onsite/in-person training, there are a lot of benefits to online training and our customer review scores have been consistent whether delivered onsite or online.
The February 2024 Customer Service Phone Essentials training course has been specifically adapted to be delivered virtually/online, which keeps the costs low, and it improves trainee engagement and learning outcomes by delivering the training as a short, interactive and engaging session.
At just three hours, your employees will have the capacity to focus on the training whilst still having time to practice or take on additional learning like products & services training, systems training, etc., as part of an induction program, or to jump straight back onto the phones and immediately put their new skills to use!
The course is delivered virtually via Zoom, which is easily accessible to anyone with an internet browser.
Course Overview (Video)
Learn more about the course directly from the course designer and facilitator, Simon Blair.
Who should do this course?
The customer service skills we teach are applicable to all industries, products and services and are suitable for any employee of all ages who speaks to internal or external customers over the phone.
Whether it’s because they’ve become a little stale, have never received any formal training, or you’ve got some new employees that you want to equip with professional skills right from the start, this course will ensure your employees learn the fundamental phone customer service skills to deliver a great customer experience for your customers.
Typical roles suitable for this course include:
- Call centre agents (sales or service)
- Customer service staff
- Office/administration employees
- Receptionists
- Front desk
- Personal Assistants
- Warehouse/logistics employees
- Retail workers
- Complaints teams
If you are looking for alternative customer service training courses, some of our other ‘Essentials’ courses may be suitable:
- Customer Service Reception Essentials (includes face to face, phone and email customer service skills)
- Retail & Hospitality Essentials (includes customer service and sales skills for face to face and phone)
- Inbound Phone Sales Essentials (focuses on inbound calls with a sales component)
We also have a range of other customer service training courses and sales training courses >
Simple and Effective!
Review of Feb 2023 Customer Service Phone Essentials
Simon was great at delivering the course! I have learned a few essential steps that hugely improved my confidence and the quality of my customer service. I highly recommend this course!
Ecommerce coordinator
Citystrength
What your employees will learn:
Over a 3-hour online/virtual training session, the February 2024 Customer Service Phone Essentials training course will teach your staff the critical skills for call handling that the most successful customer service employees in the world use to deliver superior customer experiences and efficient first contact resolution.
The skills taught are aligned to the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours that have been proven to enable great customer service over the phone, whether it’s in an office, contact centre or working from home.
Centred on empathy, action and energy, your employees will learn to be more confident, efficient and effective with every customer interaction.
The training consists of powerful demonstrations and practice in the essential behaviours across five key modules:
1. The Psychology of Customer Service
The first module of the February 2024 Customer Service Phone Essentials course includes a short exploration of what customers want and need based on decades of research with an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable more effective call handling and premium service delivery.
2. How to Engage
Your employees will learn how to create a strong first impression and improved customer focus through strong ownership, intent and the management of customer expectations to build trust and confidence.
A range of customer call type simulations will be used to practice with participants the key skills and behaviours learnt to better engage customers.
3. How to Close
Employees will learn and practice how to better control and transform the end of their calls to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
4. How to Educate & Inform
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to drive more effective and efficient conversations to identify customer needs and determine the best solution in a way that doesn’t make them feel like ‘just a number’.
They will then learn the key requirements to better present relevant products, services & process information to customers with a focus on making consistent checks for questions, understanding and suitability.
5. Energy, Empathy & Objections
The final module of the February 2024 Customer Service Phone Essentials course will teach your employees how to consistently sound fresh and engaging whilst projecting confidence and clarity with each customer interaction.
Participants will learn (and practice!) a powerful two-step method for dealing with more challenging customer types and situations and how to use the most appropriate language, empathy techniques and actions to enable better call outcomes.
The modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone.
About Your Trainer
The February 2024 Customer Service Phone Essentials training course is facilitated by Simon Blair, one of Australia’s leading Customer Service Trainers.
Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.
He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.
He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.
Recent Customer Service Phone Essentials Course Testimonials
What makes the CX Skills courses stand out from the pack is the quality of our trainers, who are all industry experts, not just trainers reading off templated course guides.
Our trainers live and breathe in the industry and it’s the reason behind our exceptional customer testimonials and ratings, a sample of which you can read below for this particular course.
Click here to view all our customer testimonials as well as a view a list of our customers covering a wide range of industry sectors.
Informative and fun!
Thanks for the training Simon, it was very informative and enjoyable!
Service Cordinator
Alsco
Engaging and informative
Review of Service Experience Essentials (Private Course)
I recently took part in the Customer Experience training conducted by Simon, which was mandatory for all employees. Before the training, like many others, I was apprehensive about its duration given our busy schedules and anticipated would be boring.
Surprisingly, it turned out to be the complete opposite. The training flew by, thanks to Simon’s fun and energetic delivery and his encouragement for active participation in various scenarios.
He imparted valuable insights and practical tips applicable not only in the workplace but also in personal interactions. Overall, the session was highly informative and engaging. Thank you, Simon!
Business Project Manager
AC3
Response from CX Skills
Thanks Toula, we appreciate you taking the time to leave such a wonderful review!
Good Theory and Practice
Review of Service Experience Essentials (Private Course)
Really enjoyable session, feel like a good use of time. The session felt like 40min as opposed to the full three hour block!
The focus on structure and technic meant that the content was well conveyed and practiced in the session.
Solutions Architect
AC3
Response from CX Skills
Thanks Carlos, glad you enjoyed the session!
Great info, needed more time for practice
Review of March 2024 Customer Service Phone Essentials
We found the information very useful, and there was great examples and knowledge imparted in the training.
The changes in techniques and updates to some of the techniques I had been taught previously were appreciated.
I wished there had been more time to do role plays to practice the techniques more, so the team could have felt more comfortable with them.
However, the introduction to the trainer was too long winded. I would rather the presentation of the material follow the call flow, as for newer staff we jumped around and lot.
The material sent after the course was greatly appreciated and I have some of the pages displayed on my wall to assist me to use the techniques.
Customer Service Manager
FCF Fire and Electrical
Response from CX Skills
Thanks Michelle, agreed – as this is the ‘Essentials’ course there is only so much we can cram in. Our ‘PRO’ courses provide a lot more time to cover each skill and a lot more time to role play and build confidence in applying them. Appreciate the feedback on the intro and flow and we will take that onboard!
A crack-up 🙂
Review of Phone Customer Service Essentials (Private Class)
Simon thank you for making the training enjoyable and engaging. I have walked away with a lot of useful tips on dealing with difficult calls.
Group Admissions Support Officer
St John Of God
Response from CX Skills
Thanks Minnie, and yes Simon is know for delivering a few laughs throughout the session 🙂
More Customer Testimonials
“Thought I would let you know that it is the most outstanding Customer Service course I have ever done! From the videos to the role-plays and the general interaction with the guys. They were both professional and fun. Great work guys. Thanks! – Customer Service Training Participant, TAFE NSW
“It is difficult to come up with one part of the training that was my favourite. The whole thing I believe was one of the most inspiring training sessions that I have done in 11.5 years at Aurora. I’m excited at just how much the Five Degrees approach can improve our customer experience – Customer Service Team Leader Training Participant, Aurora Energy
“I would recommend this training as it was insightful and refreshing. Simon really made us step out of our own perspective and into the customer experience. There were things he covered that I was just wowed by. I’m so used to set scripts and pitches but Simon covered the words to say, voice volume, pauses and how to have conversations that makes the customer comfortable to build trust.” – Customer Service Training Participant, Philip Morris
“WOW OH WOW, I’ve just listened to recordings of three of the coaching sessions Simon did. I’m so excited about our upcoming Training with him. The way he delivers his feedback is awesome and he has some really powerful tips for the guys which simplify things.” – Customer Service Train-the-Trainer Participant, RACT
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
How and when it’s delivered
The February 2024 Customer Service Phone Essentials course is delivered live via virtual/online training and is a public course, which means there will be employees from other businesses on the course as well.
The course is delivered live at the following date and time:
- Date: Tuesday, 20th of February 2024
- Time: 09:00 to 12:00 AEDT (Melbourne, Australia)
Date or time doesn’t suit?
Pricing and Payment Options
The February 2024 Customer Service Phone Essentials course is just $268 per employee ex GST for 3 hours of live, facilitated learning with Simon Blair.
Simply purchase your ticket at the top of this page (you can select how many tickets you’d like to purchase).
Payment can be made instantly using a credit card, or you can request an invoice (payment required in full prior to the training commencing).
Available discounts:
- Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
- Want to train your whole team or clinic? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.
