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Customer Service Professionals (February 2022)

Feb 23, 2022 @ 1:30 PM - 4:30 PM AEDT | $497.00
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Customer Service Professionals Training (February 2022)
$ 497.00 ex GST
Unlimited

Customer Service ‘Professional’ Course February 2022

$497 AUD

Have your existing frontline staff ever been taught call handling skills by professional customer service experts?

Our Customer Service Professional February 2022 Training course is designed to provide students with advanced customer service skills to deliver superior phone experiences day after day, call after call.

Delivered over 3 x 3-hour sessions (total of 9 hours), we’ll teach a structured, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy.

Your staff will be coached to progressively learn, build and apply new habits and skills that will transform their psychology and performance that will positively impact on your customers and business like never before.

First Contact Resolution, Customer Satisfaction, Net Promoter Score, Call Quality and Employee Engagement are all positively impacted through learning how to be both more efficient and more effective on each customer interaction.

This course isn’t just basic platitudes like ‘smile’ when you are on a call. This course has been developed and refined over three decades and leverages the insights and assessment of more than 50,000 phone calls to ensure it delivers more than just theory, it delivers results!

Unlock the superstars in your team and empower them with premium, transferrable call handling skills that will assist them to deal with any type of inbound enquiry or customer type for any industry, product or service!

Professional customer service agent with headset

Customer Service Professional Training Course Highlights

  • 3 x 3-Hour modules (9 hours in total)
  • Paced across three weeks to learn & apply new habits and limit time off the phones.
  • Learn skills & methodologies that can be applied across any industry.
  • All delivered live & online by Australia’s top CX trainer!

Built for online or onsite training!

This course has been specifically adapted to be delivered online via Zoom with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.

Our Customer Service Professional February 2022 training course will introduce and coach employees through the essential behaviours needed for superior customer service that triggers positive emotions, improved call outcomes and high levels of customer and employee engagement.

And with COVID restrictions starting to ease, onsite delivery may once again be an option! Please contact us as travel costs may be applicable depending on your location, requirements and local restrictions.

Online Customer Service Professional training course Feb 2022

Who should do this course?

Customer Service Professional Skills training course February 2022

The Customer Service Professional February 2022 training course has been designed to help frontline staff who are already working in a role that interacts with customers and has some experience talking to customers (as we will use their current challenges and examples as part of the learnings).

The 3 x 3-hour sessions have been designed to be delivered in a structured manner enabling students to learn and apply their new skills in between the different modules.

The skills we teach are applicable to all industries, products and services!

Typical roles include:

  • Call centre agents (sales or service)
  • Customer service staff
  • Telephone account management
  • Technical support
  • Complaints teams
  • Frontline staff who interact with customers

If you have someone who is new to call centre or customer service work, or they need to upskill in a quicker time period, check out our Customer Service Booster course which is one 3-hour session or the Customer Service Excellence course which is 8 hours of training with global CX expert, Daniel Ord.

What you’ll learn:

The Customer Service Professional February 2022 training course is designed to first influence the psychology of participants to start viewing service from a customer perspective rather than their own internal, operational mindset. Then the call handling model that forms the basis of the program, ‘The 5 Degrees of Customer Experience’, is introduced in a sequenced manner that builds competency and new habits in a staged approach.

We’ve also in included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations, but it will help your business by reducing the number of frustrated customers.

There’s plenty of role-playing and practice built in to ensure agents can put their new skills to work with the practice conducted in a safe, fun and welcoming online environment.

At the end of the course, trainees will be provided with a certificate of achievement and most importantly, be empowered with new skills that will help them succeed in their role.

Happy customer service worker giving a thumbs up

Learn over 3 x 3-Hour Sessions

Our course is spaced out over three, three-hour sessions enabling students plenty of time to learn and apply their new skills in between each session and minimise the impact of off-phone activity.

Typically we allow one week between each session to enable time to bed in the new learnings.

Session 1

1. The Psychology of Customers

An exploration of what customers want, what customers need and why.

2. The Five Degrees of Service

Introduction & exploration of the Five Degrees of Service call handling model.

3. Engage

Create strong first impressions & have an immediate impact from the start of any phone call.

Session 2

4. Discover

Have better needs-based conversations with mirroring, empathy & listening.

5. Educate

Personalised solutions with proactive checks for improved experiences and resolution.

6. Close

Finish any conversation with structure and warmth with a dose of gratitude.

Session 3

7. Energy & Empathy

How to sound fresh and engaging whilst projecting confidence and clarity.

8. Dealing with Difficult Customers

A powerful 2-step method for responding to challenging customers, emotions & situations.

9. Bring it all together

Embed new call habits learnt through practice with variable contexts and call types.

About Your Trainer

The Customer Service Professional February 2022 training course has been designed by two of Australia’s leading Contact Centre & Customer Experience experts, Justin Tippett & Simon Blair who have combined their expertise to bring you the premier online facilitated training available in the marketplace today.

They have drawn on their more than 50 combined years of contact centre consultancy, management, and performance improvement experience to help teach and build habits in the most critical call handling behaviours that have already been used to transform thousands of staff across diverse operations into Customer Service Superstars.

Simon has trained thousands of agents across Australia and as well as one of Australia’s top trainers, Simon is an avid podcaster, father of 4 and he’s a proud supporter of the North Melbourne AFL team (don’t hold that against him!).

Simon Blair Customer Service Professionals course trainer
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

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
powered by Google
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 February 2022 Customer Service Professionals course is delivered via Zoom over three separate sessions on the following dates and times:

  • Session 1: Wednesday 23rd February 2022, 13:30 to 16:30 AEDT (Melbourne)
  • Session 2: Wednesday 2nd March 2022, 13:30 to 16:30 AEDT (Melbourne)
  • Session 3: Wednesday 9th March 2022, 13:30 to 16:30 AEDT (Melbourne)

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

February 2022 online customer service course dates and times

Pricing and Payment Options

The Customer Service Professional February 2022 Training course is just $497 per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions).

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? We offer volume discounts for training large teams. Contact us for customised pricing and availability. Phone +61 3 9008 7287 or send us a message >

Pricing and discounts February 2022 class

Details

Date:
Feb 23, 2022
Time:
1:30 PM - 4:30 PM AEDT
Cost:
$497.00
Course Category:

Organiser

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

Other

Course Completion:
Three Weeks
Best suited for:
Induction/new starters, Frontline staff (Service), Frontline staff (Sales)
Trainers:
Simon Blair
Session Duration
3 Hours
Number of sessions
3
Total Course Hours
9