The Best Customer Service Training Courses in Australia!

Whether you have a retail store or a Contact Centre, Call Centre, Knowledge Centre, Support Centre and so on,  if you have employees that speak to customers on the with in person (face to face) or on the phone then our customer service training courses are designed just for you.

All our customer service training courses have been developed and are facilitated by proven contact centre, customer service and customer experience industry professionals using best-practice, proven methodologies and insights that provide real skills for the real world.

The ever-changing world of customer service 

The customer service CX landscape is evolving faster than ever with new channels, new measurements, changing demographics, and improvements in technology all changing both customer and business expectations.

But perhaps the biggest change of all in recent times is, of course, COVID. With both employees and customers under more pressure than ever before, the importance of customer service and employee wellbeing has never been more critical.

Yet despite all the advances in technology and society, some of the basic fundamentals in customer service haven’t changed -  good leadership, quality coaching, strong frameworks, a clear vision and mission and so on still underpinning every successful customer service operation.

Our customer service training courses have been designed by industry experts to cater for a wide range of skill levels and experiences to ensure the courses delivered are fit-for-purpose for the participants.

Customer Service is a very broad term so you may also be interested in these other related courses: Live Chat Customer Service, Email Customer Service, Managing Difficult Customers.

How your Employees benefit with Customer Service Training

Typically one of the main reasons businesses invest in customer service training is that it's going to deliver a better experience for your customers.

That, of course, makes perfect sense as we know delivering a great customer experience is good for business in lots of ways (see the section below) but there are also some other significant benefits for your business when you invest in your customer service employees:

• Less stress - Not having the tools and skills to perform their role is one of the biggest causes of stress in the workplace for employees.
• Happier workers are 12% more productive than neutral ones, while unhappier workers were 10% less productive.
• Happy staff have fewer sick days to a factor of 10X a dissatisfied employee. And they’ll stay longer too.
• Reduced turnover - It costs between 30-50 per cent of an annual salary (e.g. over $25,000 in Australia) to replace one frontline agent.

So not only do your customers and employees benefit from the investment in customer service training, there is a significant Return on Investment for your business as well.

Investing in your business success

The equation is pretty simple - a great customer experience results in a more loyal customer who spends more and stays longer. And employee engagement and retention is also significantly higher.

Take a look at some of these statistics:

• A customer is 4 times more likely to purchase from a competitor if they are having an issue related to CX – not pricing or products.
• 86% of consumers are likely to repurchase from a brand that offers what they deem as being “excellent customer experience.
• 73% of buyers point to customer experience as an important factor in purchasing decisions
• 84% of organisations working to improve CX report an increase in revenue.

So what are customers basing their customer experience on? For the majority of customers, the interaction with your frontline team is the moment of truth. Put simply, every single interaction your customer service employee handles can make the difference between business success or failure.

So why leave that to chance?

Customer Service Training Courses - Delivery Options

All of our customer service training courses can be delivered publicly (with attendees from multiple organisations) or privately (just for your business) either online or in-house (e.g. at your premises subject to COVID restrictions). We've explained some of the differences below.

Learn more about our specific courses

We have a range of purpose-built customer service training courses designed specifically for either contact centre staff, retail staff or generic courses suitable for both. Just click on the button to learn more about the courses including the agenda, pricing and available dates.