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December 2023 Customer Service Phone Professionals training course
This course has an average rating of 5.0 out of 5 stars based on the latest 18 reviews!
Does your business need to improve its customer service?
Have your existing employees ever been taught call-handling skills by professional customer service experts?
Do you need a course that is going to deliver immediate results and deliver a great return on your investment?
Most people working in customer service have just ‘learnt on the job’ so the December 2023 Customer Service Phone Professionals training course is designed to provide your employees 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, Employee Engagement or just happier customers – no matter how you measure it, are all positively impacted through learning how to be both more efficient and more effective on each customer interaction.
This course 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.
Unlock the superstars in your team and empower them with premium, transferrable call handling customer service skills that will assist them in dealing with any type of inbound enquiry or customer type for any industry, product or service!
December 2023 Customer Service Phone Professionals Training Course Fast Facts
Best Customer Service/Sales training!
Review of September 2023 Customer Service Phone Professionals
Simon was one of the best trainers I met. He was keen on details, positive and right scripting, understanding, patient, and clear in explaining topics.
He doesn’t just spoon-feed, he really explains the scientific and logical how things work for you to become the best out of many customer service/sales representatives.
He can really tell what you need and will help you overcome the challenges. Also, he has an amazing sense of humor.
Overall he covers everything that you need and the training was fun! Kudos!
Office Manager
S & J Plumbing and Gasfitting
Course Overview
Watch a short video of the course designer and facilitator, Simon Blair, providing a brief overview of the course.
Optimised for online learning
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.
The December 2023 Customer Service Phone Professionals training course will introduce and coach employees through the five core competencies of the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards, the essential behaviours needed for superior customer service that triggers positive emotions, improved call outcomes and high levels of customer and employee engagement.
While this particular course is public (meaning anyone can book) and attend, the course can also be offered privately and onsite (additional costs and minimum numbers apply).
Please contact us for more information.
Who should do this course?
The December 2023 Customer Service Phone Professionals training course has been designed to help frontline employees who are already working in a role that interacts with customers and have 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 employees 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
- Admin/office staff who handle phone calls
- Telephone account management
- Technical support
- Complaints teams
- Frontline staff who interact with customers
What you’ll learn:
The December 2023 Customer Service Phone Professionals 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.
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.
As the course is delivered over 3 x 3-hour sessions, the skills are introduced in a sequenced manner that builds competency and new habits in a staged approach.
We’ve also 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 included to ensure your employees 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, your employees will be provided with a certificate of achievement and most importantly, they’ll be empowered with new skills that will help them succeed in their role.
Informative and enjoyable!
Review of August 23 Customer Service Phone Professionals
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills.
Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Customer Service Support Officer
Premium Health
9 hours of training delivered over 3 x 3-Hour Sessions
The December 2023 Customer Service Phone Professionals public course is a 9-hour course spaced out over 3 x 3-hour sessions to minimise the impact to your operations and enable employees plenty of time to learn and apply their new skills in between each session.
This course can also be conducted privately, either onsite or online, providing greater flexibility with the course’s dates, times and duration (e.g. we could deliver it over 2 x 4.5 hour sessions or a one-day onsite course).
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 core competencies that impact great customer service based on the Australian Contact Centre Quality Standards.
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. Bringing it all together
Embed new call habits learnt through practice with variable contexts and call types.
About Your Trainer
The Customer Service Phone Professionals training course has been designed by two of Australia’s leading Contact Centre & Customer Experience experts, Justin Tippett & Simon Blair, who combined their expertise to bring you the premier customer service training course available in the marketplace today.
They have drawn on their more than 60 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.
What separates us from many other training companies, and the reason for our great customer testimonials, is that your employees are being trained directly by an industry expert, not a trainer with no real industry experience who is just training off a generic PowerPoint deck.
Simon has 30 years of industry experience and has trained thousands of agents across Australia, and is highly regarded as a leading Customer Service trainer in Australia. He’s on the board of the Australian Customer Experience Professionals Association (ACXPA) and is a regular speaker at events on customer service and quality assessments.
Outside of work, 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!).
Recent Customer Testimonials for this course
View some of the recent testimonials for the Customer Service Phone Professionals course below. To read all our reviews, click here >
Impacting session with great takeaways and practical toolkits to lay the CX foundation in the company
29 January 2024
Review of Customer Service Professionals (Private Class)
We took part in a private Inbound Sales Phone Professional course which was tailored specifically to our need.
The course was practical and well structured. The simulation sessions and tools discussed personally helped me and our team to further build confidence when dealing with customers.
I must mention that Simon Blair (the trainer) is well experienced, focused, and flexible. His liveness drew high attention and participation during the full day session. Among many valuable take aways, the five core competencies and specific behaviours taught to us were highly commendable.
Thanks to Simon, Justin and to everyone at CX skills for your professionalism and friendly manner. Best wishes!
Manager Finance & Operations
Fleximake Pty Ltd
Response from CX Skills
Thanks Udura, so glad to hear the full day onsite training course went well! You’ve got a great team and we look forward to hearing about your future successes!
Practical, efficient and relevant CX stategies
29 January 2024
Review of January 2024 Customer Service Phone Professionals
The course (over 3 days) was brilliant! Very engaging workshop. Tailored content.
Efficient and practical strategies that can be implemented immediately in my role and personal situations.
Definitely recommended.
Customer Service Officer
Moonee Valley City Council
Response from CX Skills
Thanks Clarence, thanks for taking the time to leave a review and we’re thrilled you enjoyed the training with Simon!
Excellent Training Session that Exceeded Expectations!
9 January 2024
Review of Customer Service Professionals (Private Class)
I appreciate Simon’s dedication to delivering a high-quality session, and it’s evident that he is passionate about what he does!
The content was presented clearly and understandably.
The training not only met but exceeded my expectations, and I left with valuable insights and knowledge.
I highly recommend Simon to anyone seeking a top-notch training experience. Thank you, Simon, for your excellent guidance and expertise!
Accounts/Quality Coordinator
Fleximake Pty Ltd
Response from CX Skills
Thanks Suzie for the kind review and we agree, Simon is very passionate about customer service so glad it shone through!
Enjoyable Day of Training!
9 January 2024
Review of Customer Service Professionals (Private Class)
Enjoyed the training course conducted by Simon. He was engaging and made the day very enjoyable.
The course was well put together and beneficial to our team.
Sales Engineer
Fleximake Pty Ltd
Response from CX Skills
Thanks Shane, glad you enjoyed the day!
Best Customer Service/Sales training!
14 September 2023
Review of September 2023 Customer Service Phone Professionals
Simon was one of the best trainers I met. He was keen on details, positive and right scripting, understanding, patient, and clear in explaining topics.
He doesn’t just spoon-feed, he really explains the scientific and logical how things work for you to become the best out of many customer service/sales representatives.
He can really tell what you need and will help you overcome the challenges. Also, he has an amazing sense of humor.
Overall he covers everything that you need and the training was fun! Kudos!
Office Manager
S & J Plumbing and Gasfitting
Informative and enjoyable!
7 August 2023
Review of August 23 Customer Service Phone Professionals
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills.
Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Customer Service Support Officer
Premium Health
Thoroughly enjoyable course. Very insightful.
17 March 2023
Review of March 2023 Customer Service Phone Professionals
I enjoyed the course. I came away with some terrific customer service tools that I can use and will definitely put into practice.
I would recommend this course to anyone interested in doing a communication and customer service course.
Finance Officer
Lifelong Pathways
Exceptional CS and Sales training
23 February 2023
Review of Customer Service Professionals (Private Class)
Simon is an exceptional customer service training mentor. During our sessions, he provided valuable feedback, identified areas for improvement, and helped me develop my skills and confidence.
Simon is an excellent communicator and a natural teacher who knows how to motivate and inspire his students. I highly recommend him as a mentor for anyone looking to improve their customer service skills.
Business Development Representative
Truis
Invaluable training/advice in customer service
10 December 2022
Review of Customer Service Professionals (Private Class)
Simon was amazing. I was lucky enough to have one on one training with Simon and his wealth of knowledge was amazing and I’ve already applied my new skills with great results. I would recommend this course to everyone in customer service.
Office Manager
S & J Plumbing and Gasfitting
Informative, useful and refreshing
27 September 2022
Review of Customer Service Professionals Training (September 2022 class)
With a lot of experience in a range of call centres, I went into this course with the expectation of finding a course right for our team. What was insightful about Simon’s course is that although our team was already doing some of these things, having the steps quantified and set out in such a way was enlightening. It illustrated why some agents can calm callers when others can not, and presented the skills in a replicable way to bring out the best in all agents that use these techniques.
Simon brings an approachable and understandable approach to learning what is essentially a human skill that helps build rapport, resilience and structure to a fluid environment of disconnected interactions to help agents and operators to get the most out of each and every connection.
CXC Training and Wellbeing Coordinator
7-Eleven Stores Pty Ltd
More Customer 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 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 December 2023 Customer Service Phone Professionals course is delivered via Zoom over three separate sessions on the following dates and times:
- Session 1: Wednesday, 6th December 2023, 13:00 to 16:00 AEDT (Melbourne)
- Session 2: Thursday, 7th December 2023, 13:00 to 16:00 AEDT (Melbourne)
- Session 3: Friday, 8th December 2023, 13:00 to 16:00 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.
Pricing and Payment Options
The December 2023 Customer Service Phone Professionals training course is $497 AUD per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions).
Tickets can be purchased instantly using a credit card or you can request an invoice at checkout.
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).
- 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 >
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.
