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Customer Service Booster (March 2022)

Mar 23, 2022 @ 1:30 PM - 4:30 PM AEDT | $247.00
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Customer Service Booster (March 2022)
$ 247.00 ex GST
Unlimited

March 2022 Customer Service Booster Course

$247 AUD

The March 2022 Customer Service Booster course is designed as a short-duration (3-hour) course perfect as a call handling induction program for new staff or as part of your investment in the ongoing professional development of your existing customer service staff.

The course goes beyond traditional customer service training tropes such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’.

This is a program that has been three decades in the making. It leverages the insights and assessment of more than 50,000 phone calls and a nearly 30-year career spent training and coaching phone customer service skills.

The course covers the most critical and impactful behaviours needed to drive successful call outcomes. Crucially it doesn’t teach scripts (they don’t work!) but does provide a structure for phone calls where staff communicate in key moments with energy, empathy and simplicity.

In particular, staff 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.

Happy female customer service worker

March 2022 Customer Service Booster Course Fast Facts

  • 1 x 3-hour session to fast-track learning and minimise off-phone disruption.

  • Suitable for any phone-based role.

  • Learn skills & methodologies that can be applied across any industry.

  • Public and private training options available.

  • All delivered live & online by Australia’s top Customer Service trainer, Simon Blair!

Built specifically for online training!

This March 2022 Customer Service Booster training course has been specifically adapted to be delivered online with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.

At just 3-hours, your employees will have the capacity to focus on our session whilst still having time to practice or take on additional learning like products & services training, systems training etc or jump back on the phone and put their new skills to immediate use!

The course is delivered via Zoom which is easily accessible to anyone that has an internet browser.

Whilst not mandatory, we do recommend having the camera enabled to maximise the learning experience.

Online Customer Service Short course March 2022

Who should do this course?

Short customer service course online March 2022

The skills we teach are applicable to all industries, products and services and for any phone-based role.

Typical roles include:

      • Call centre agents (sales or service)
      • Customer service staff
      • Administration teams who handle customer phone calls
      • Telephone account management
      • Complaints teams

If you are looking for our more comprehensive customer service programs, check out our Customer Service Professional or Customer Service Excellence courses that are much longer in duration (minimum 8 hours) and cover more in-depth content.

What you’ll learn:

The March 2022 Customer Service Booster training course will teach your staff the critical skills for call handling that the most successful agents in the world use to deliver superior customer experiences and efficient first contact resolution.

Centred on empathy, action and energy, participants will learn how to be more confident, efficient and effective with every customer interaction they have. The 3-hour training session consists of powerful demonstrations and practice in the essential behaviours with four key modules:

1. How to Engage

How to create a strong first impression and impact at the start of any phone call by showing strong ownership and intent, managing expectations and building trust and confidence to set up the call for success.

2. How to Close

How to create a lasting final impression and confident finish to conversations through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward, clunky finishes.

3. How to Educate

Participants learn how to proactively educate customers through consistent checks of understanding and comfort with key information provided. to gain verbal nods and insight to make good judgements as to what else is needed.

4. Energy & Empathy

Exploration of the critical phone communication techniques and underlying psychology behind how to acknowledge and empathise with customer concerns and objections.

They will learn how to diffuse emotion and take ownership in order to satisfy both a customer’s emotional and transactional needs.

About Your Trainer

The March 2022 Customer Service Booster training course is designed and facilitated by Simon Blair, one of Australia’s top Customer Service Trainers and the developer of the Five Degrees Service Experience method.

Simon has trained thousands of agents across Australia with his career spanning 30 years. He’s also directly assessed over 50,000 phone calls that have enabled him to continually test and refine his training to ensure he doesn’t just teach theory, he teaches what works!

Simon Blair lives in Melbourne and outside of work he’s kept busy as a father of 4 kids, including 3 teenagers and a 5-year-old, and as a coach of his twin girls footy team.

He also indulges his love of music when he can as a guitarist and singer-songwriter and is a passionate supporter of the North Melbourne Football Club (yes they do exist!).

You’ll also often find Simon talking on a Podcast or two and he often shares his experience via articles on CX Central or on LinkedIn.

Simon Blair profile picture Booster Course
Simon Blair is one of Australia's leading Customer Service trainers helping thousands of staff to become customer service superstars!

Customer Testimonials 

Feedback from Managers who have implemented this course:

Highly recommended!

Rated 5 out of 5
17 August 2021

When we started our work with Simon we incorporated his Five Degrees model into our CX framework. This has helped us deliver improved service through via both our own staff and also those with our outsourced partners. Everyone has reaped the benefits from our improved Service Desk experience to Toyota employees that has come from our long-term partnership.

Avatar for Michael Mirabito
Michael Mirabito

Great feedback from all participants

Rated 5 out of 5
10 June 2021

Hi Simon, the training workshops with the team went really, really well. It was such a positive learning exercise for all of them and the feedback I received was great!

Avatar for Belinda Morrisby
Belinda Morrisby

Exceeded all expectations!

Rated 5 out of 5
22 February 2021

“We weren’t sure what to expect when we switched from the classroom training approach with Five Degrees to an online delivery model. It exceeded all expectations and provided an even better experience for staff as well as enhanced learning outcomes. The structured approach of the 5 Degrees model lends itself extremely well to online facilitation. I couldn’t recommend it more highly!

Avatar for Tim Green
Tim Green

Noticeable improvements

Rated 5 out of 5
6 September 2020

The Five Degrees methodology provides a clear framework to sustain improvements. It is easy to understand, easy to train and provides a foundation for individual and team improvement.

Avatar for Mustafa Ghulam
Mustafa Ghulam

Course Participants Feedback:

“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

Happy customer service supervisor

About CX Skills

CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.

As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.

We’ve trained thousands of people for a diverse range of businesses and we’re super proud of the great customer testimonials we’ve received over the years – our latest Google reviews are below.

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CX Skills
5.0
Based on 24 reviews
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Keira Smith
Keira Smith
02:55 29 Nov 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much... better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!read more
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and... explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!read more
GVW Intranet
GVW Intranet
04:48 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained... things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helenread more
Jim Rodd
Jim Rodd
00:00 14 Sep 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres... from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.read more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.read more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
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How and when it’s delivered

The March 2022 Customer Service Booster course is delivered via Zoom at the following date and time:

  • Date: Wednesday 23rd March 2022
  • Time: 13:30 to 16:30 AEDT (Melbourne time)

Dates don’t suit? See what other sessions are available > or contact us about a private course that can be more cost-effective for larger groups and you have flexibility over the dates and times.

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Pricing and Payment Options

The March 2022 Customer Service Booster course is just $247 per person ex GST for 3 hours of live, facilitated learning with Simon Blair.

Payment can be made instantly using a credit card or an invoice can be requested (just select your preference on the checkout page).

Available discounts:

 Save 15%  when booking for 3 or more staff in the same transaction (note: the discount will be applied on the final checkout page and no other discounts apply).

Want to train your whole team or centre? Contact us for volume discounts and availability. Phone +61 3 9008 7287 or send us a message >

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Details

Date:
Mar 23, 2022
Time:
1:30 PM - 4:30 PM AEDT
Cost:
$247.00
Course Category:

Organiser

CX Skills
Phone:
+61 3 9008 7287
Email:
hello@cxskills.com.au
View Organiser Website