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January 2022 Phone Customer Service Booster training course

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Phone Customer Service Booster (January 2022 Class)
This course is delivered online via Zoom on 19th January 2022 between 13:30 and 16:30 AEDT (Melbourne).
$ 247.00 AUD ex GST
Unlimited

January 2022 Phone Customer Service Booster Training Course

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The January 2022 Phone 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.

January 2022 Phone Customer Service Booster course for employees

January 2022 Phone 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 January 2022 Phone 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 January 2022

Who should do this course?

Contact centre customer service worker smiling with headset

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 longer in duration (minimum 8 hours) and cover more in-depth content.

What you’ll learn:

The January 2022 Phone 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 January 2022 Phone 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!

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 

Highly recommended!

Rated 5 out of 5
17 August 2021
Customer Service Booster (Private 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.

Avatar for Michael Mirabito
Michael Mirabito
Manager – Service Improvement
Toyota

Great feedback from all participants

Rated 5 out of 5
10 June 2021
Customer Service Booster (Private course)

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
Group Manager Training & Development
RACT

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
Commercial Capability Manager
Philip Morris

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
Business Improvement & CX Manager
Willoughby City Council

More Customer Feedack

“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

Customer Feedback Jan 2022 class

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your Phone Customer Service Booster training is in good hands.

CX Skills January 2022 Customer Service Booster Training Course
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 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!
Keira Smith
Keira Smith
02:55 29 Nov 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!
Jamie Leonard
Jamie Leonard
05:13 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. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Marianne Rutz
Marianne Rutz
11:06 26 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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Eva P
Eva P
16:53 25 Apr 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Nicole Field
Nicole Field
05:25 02 Feb 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Sarsha S
Sarsha S
23:39 22 Dec 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
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How and when it’s delivered

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

  • Date: Wednesday 19th January 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 January 2022 Phone Customer Service Booster course is $247 AUD 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.

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Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Details

Date:
January 19
Time:
1:30 PM - 4:30 PM AEDT
Cost:
$247.00
Course Categories:
, , , ,

Organiser

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

Other

Completion Period
Same day (part of the day)
Job Type
On the phones - service
Trainer:
Simon Blair
Total Course Hours
3 Hours
Delivery Format
1 x 3-hour session