The March 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.
Other courses suitable for customer service employees include our Customer Service Phone Professionals, Customer Service Excellence, Live Chat Customer Service, Email Customer Service, Managing Difficult Customers, Stress Management for Customer Service Employees and Workplace Resilience for frontline employees.
This March 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.
The skills we teach are applicable to all industries, products and services and for any phone-based role.
Typical roles include:
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.
The March 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:
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 March 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!
“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 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.
The March 2022 Phone Customer Service Booster course is delivered via Zoom at the following date and time:
The March 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).