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$497 AUD per person
Have your existing frontline staff ever been taught call handling skills by professional customer service experts?
Our March 2022 Customer Service Phone Professionals 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!
Other courses suitable for customer service roles include Customer Service Booster (short 3-hour course), Customer Service Excellence, Live Chat Customer Service, Email Customer Service, Managing Difficult Customers, Workplace Resilience for Frontline Employees and Stress Management for Customer Service employees.
March 2022 Customer Service Phone Professionals 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 March 2022 Customer Service Phone Professionals 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.
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 and we need to factor in the current COVID restrictions, travel restrictions etc as it’s incredibly difficult to plan ahead for anything!
Who should do this course?
The March 2022 Customer Service Phone Professionals 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 March 2022 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. 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.
9 hours of training delivered over 3 x 3-Hour Sessions (1 per week)
The March 2022 Customer Service Phone Professionals public course is a 9 hour course spaced out over 1 x 3-hour session per week for three weeks enabling students plenty of time to learn and apply their new skills in between each session and minimise the impact of off-phone activity.
Private courses (see below) enable greater flexibility with the dates, times and duration of the course (e.g. we could deliver it over 2 x 4.5 hour sessions).
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.
About Your Trainer
The March 2022 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 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!).
Customer TestimonialsÂ
Highly recommended!
17 August 2021
Review of 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.
Manager – Service Improvement
Toyota
Great feedback from all participants
10 June 2021
Review of 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!
Group Manager Training & Development
RACT
Exceeded all expectations!
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!
Commercial Capability Manager
Philip Morris
Noticeable improvements
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.
Business Improvement & CX Manager
Willoughby City Council
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 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 training is in good hands.
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
05:53 22 Jun 22
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Eloise
07:00 03 Jun 22
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Todd Johnson
02:05 16 Feb 22
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
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
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
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
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
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
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
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
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
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
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
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
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
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
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
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
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
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
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
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.
Katherine Robshaw Ed Dept
04:06 30 Nov 20
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
23:43 21 Sep 20
How and when it’s delivered
The March 2022 Customer Service Phone 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)
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 March 2022 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 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).
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 >
