Customer Service ‘Essentials’ Course
Our Customer Service Essentials Training course is designed to teach students the fundamental customer service call behaviours and consumer psychology required to deliver superior phone experiences day after day, call after call – fast!
Delivered over 5 x 2-hour sessions in one week, we’ll teach a structured, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy.
Regardless of your products, services or industry our proven call handling model helps to influence a strong customer perspective and the building of call handling capability that will enable them to consistently deliver a premium phone experience.
Focus your time, energy and expertise in teaching your critical product, systems and process training and leave the call handling “soft skills” component with us. Get your staff call ready now and provide them with the perfect springboard into your business with impact from the start.
Not only will your staff come away with increased knowledge and skills in premium call handling but they will be given the keys to unlock both improved business outcomes and job satisfaction.
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.
Empower your staff with the customer service essential skills that will make their job easier – benefitting your staff, your customers and your business!
Customer Service Essentials Course Fast Facts
Built specifically for online training!
This Customer Service Essentials 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.
With two hours per day, trainees have the capacity to focus on our sessions whilst still having time to practice or take on additional learning like products & services training, systems training etc that is facilitated by others in your business.
Who should do this course?
As this course is delivered quickly with 5 daily x 2-hour sessions, it’s designed for someone commencing or has recently commenced, in a role that involves having discussions with customers over the phone who needs to learn the fundamental customer service skills and how to have quality conversations. The skills we teach are applicable to all industries, products and services!
Include it as part of your induction program (so you focus on your products, services and processes) or as a course to quickly upskill frontline agents with core customer service skills.
It would also be suitable for existing staff who have never received any structured soft-skills training.
Typical roles include:
- Call centre agents (sales or service)
- Customer service staff
- Telephone account management
- Complaints teams
What you’ll learn:
The Customer Service Essentials 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.
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 be empowered with skills that will stay with them for life!
1. The 5 Degrees of CX
An exploration of what customer’s want with an introduction to ‘The 5 Degrees of CX’ competencies.
2. Energy, Empathy & Resilience
Breathing; the power of the pause; vibrant & natural delivery; empathy at all times even when saying “no and how to build your resilience in the face of repetition.
The first 30 seconds of conversation to personalise the call, show strong intent, manage expectations and build trust.
Effective listening; open conversation; checks to confirm what the customer wants to achieve and how to resolve.
5. Educate & Close
Paint pictures of what you know matched to customer needs; check for questions & resolution; show appreciation.
About Your Trainer
The Customer Service Essentials 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!).
Feedback from Managers who have implemented this course:
“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. – Tim Green, Commercial Capability Manager, Philip Morris
“Hi Simon, yesterday’s training workshop 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! – Belinda Morrisby, Group Manager Training & Development, RACT
“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” – Michael Mirabito, Manager – Service Improvement, Toyota
“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.”
– Mustafa Ghulam, Business Improvement & CX Manager, Willoughby City Council
Course Participants 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 experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.
As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.
How and when it’s delivered
The Customer Service Essentials training course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:
The Customer Service Essentials course is delivered as one 2-hour module per day across a single week enabling you to fast-track your skills whilst still allowing time to either learn other skills (e.g. local processes, products, services etc) or continue to work on the phones and put into practice your new skills immediately after each session.
The times and dates are fixed to enable you to plan ahead and typically we run this course once a month. If you would like to have more flexibility on the dates, times and content refer to our private options.
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.
Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.
Pricing and Payment Options
The Customer Service Essentials Training course is just $397 per person ex GST for the entire 10 hours of facilitated learning (5 x 2-hour sessions).
Want to register more than 3 staff? Save 15% when booking in the same transaction (note: the discount will be applied on the final checkout page).