The December 2023 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will have an immediate impact on 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 tropes 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.
The December 2023 Customer Service Phone Essentials 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 three 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 with an internet browser.
Learn more about the course directly from the course designer and facilitator, Simon Blair.
The customer service skills we teach are applicable to all industries, products and services and are suitable for any employee 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 the right skills, this course will ensure your employees learn the fundamental skills to deliver a great customer experience for your customers.
Typical roles suitable for this course include:
If you are looking for our more comprehensive customer service programs, check out our Customer Service Professional (3 x 3-hour sessions) or the Customer Service Excellence courses that are longer in duration and cover more in-depth content.
Over a 3-hour online training session, the December 2023 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 are required to deliver 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 how to be more confident, efficient and effective with every customer interaction.
The training consists of powerful demonstrations and practice in the essential behaviours across four key modules:
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.
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.
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.
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.
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.
The December 2023 Customer Service Phone Essentials training course is designed and facilitated by Simon Blair, one of Australia’s leading Customer Service Trainers.
Simon has trained thousands of agents across Australia with a career spanning 30 years. He’s 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!
In his other role, Simon is the General Manager, Quality Insights for the Australian Customer Experience Professionals Association (ACXPA), leading a team that measures and assesses the performances of contact centres across Australia as part of their Contact Centre Benchmarking Service.
Simon Blair lives in Melbourne and outside of work, he’s kept busy as a father of four kids, including three teenagers and a 6-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!).
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 PowerPoint decks.
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.
You can also view all of our customers covering a wide range of industry sectors.
“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
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider 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.
The December 2023 Customer Service Phone Essentials course is delivered online via Zoom 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 or time doesn’t suit?
The December 2023 Customer Service Phone Essentials course is just $247 per person 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).
Want to Save 25% off all CX Skills Courses?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!
With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.