Customer Service Professionals (March 2022)
Customer Service ‘Professional’ Course March 2022
Have your existing frontline staff ever been taught call handling skills by professional customer service experts?
Our Customer Service Professional March 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!
Customer Service Professional Training Course Highlights
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 March 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.
Who should do this course?
The Customer Service Professional March 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 March 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.
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.
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.
Create strong first impressions & have an immediate impact from the start of any phone call.
Have better needs-based conversations with mirroring, empathy & listening.
Personalised solutions with proactive checks for improved experiences and resolution.
Finish any conversation with structure and warmth with a dose of gratitude.
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 March 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!).
Feedback from Managers who have implemented this course:
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.
Great feedback from all participants
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!
Exceeded all expectations!
“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!
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.
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.
How and when it’s delivered
The March 2022 Customer Service Professionals course is delivered via Zoom over three separate sessions on the following dates and times:
- Session 1: Friday 25th March 2022, 13:30 to 16:30 AEDT (Melbourne)
- Session 2: Friday 1st April 2022, 13:30 to 16:30 AEDT (Melbourne)
- Session 3: Friday 8th April 2022, 13:30 to 16:30 AEDT (Melbourne)
Pricing and Payment Options
The Customer Service Professional March 2022 Training course is just $497 per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions).
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).