Customer Service Phone Professionals Course
$497 Per Person
Does your business need to improve its customer service?
Have your existing employees ever been taught call-handling skills by professional customer service experts?
Do you need a course that is going to deliver immediate results and deliver a great return on your investment?
Most people working in customer service have just ‘learnt on the job’ so the Customer Service Phone Professionals training course is designed to provide your employees 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, Employee Engagement or just happier customers – no matter how you measure it, are all positively impacted through learning how to be both more efficient and more effective on each customer interaction.
This course has been three decades in the making and is based on the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards, leveraging the insights and assessment of more than 50,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.
Unlock the superstars in your team and empower them with premium, transferrable call handling customer service skills that will assist them in dealing with any type of inbound enquiry or customer type for any industry, product or service!
Customer Service Phone Professionals Training Course Fast Facts
Watch a short video of the course designer and facilitator, Simon Blair, providing a brief overview of the course.
Optimised for online learning
This course has been specifically adapted to be delivered online via Zoom with employee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
The Customer Service Phone Professionals training course will introduce and coach your 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.
Onsite and private training options are available for this course (more information below).
Who should do this course?
The Customer Service Phone Professionals course has been designed to help frontline employees who are already working in a role that interacts with customers and have 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 your employees 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
- Admin/office staff who handle phone calls
- Telephone account management
- Technical support
- Complaints teams
- Frontline staff who interact with customers
What you’ll learn:
The Customer Service Phone Professionals 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.
The skills taught are aligned to the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours that are required to deliver great customer service over the phone, whether it’s in an office, contact centre or working from home.
It’s the same framework that is used in the monthly Australian Contact Centre Rankings, designed to recognise the best contact centres in Australia.
As the course is delivered over 3 x 3-hour sessions, the skills are introduced in a sequenced manner that builds competency and new habits in a staged approach.
We’ve also 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 will help your business by reducing the number of frustrated customers.
There’s plenty of role-playing and practice included to ensure your employees 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, your employees will be provided with a certificate of achievement and most importantly, they’ll be empowered with new skills that will help them succeed in their role, and deliver improved outcomes for your business.
9 hours of training delivered over 3 x 3-Hour Sessions
The Customer Service Phone Professionals course is a 9-hour training course spaced out over 3 x 3-hour sessions to minimise the impact on your operations and enable employees time to learn and apply their new skills in between each session.
This course can also be conducted privately either onsite or online which provides greater flexibility with the dates, times and duration of the course (e.g. we could deliver it over 2 x 4.5 hour sessions or a one-day onsite course).
1. The Psychology of Customers
An exploration of what customers want, what customers need and why.
Create strong first impressions & have an immediate impact from the start of any phone call.
Have better needs-based conversations with mirroring, empathy & listening.
Personalised solutions with proactive checks for improved experiences and resolution.
Finish any conversation with structure and warmth with a dose of gratitude.
7. Energy & Empathy
How to sound fresh and engaging whilst projecting confidence and clarity.
8. Dealing with Difficult Customers
A powerful 2-step method for responding to challenging customers, emotions & situations.
9. Bringing it all together
Embed new call habits learnt through practice with variable contexts and call types.
About Your Trainer
The Customer Service Phone Professionals 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!).
Recent Customer Testimonials for this course
A sample of some of the recent testimonials for the Customer Service Phone Professionals course:
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, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are proudly Australian owned and operated.
We’re grateful to have been trusted by hundreds of customers and we’re proud of the amazing customer testimonials we’ve received so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Private or Public training options
The Customer Service Phone Professionals course is delivered via Zoom and is available both publicly (for employees from multiple businesses) and privately (just for your employees) with the differences outlined below.
The course is also available for onsite delivery (additional travel costs may apply).
The Customer Service Phone Professional course is available as a public course so you can purchase as little as one ticket, or you can purchase multiple tickets and send the entire team!
The times and dates are fixed to enable you to plan ahead and typically we run this course publically every one to two months. If you would like to have more flexibility on the dates, times and content, please refer to our private options.
As the course content stays the same, it’s also a great way to ensure any new staff receive the same training as others who have completed the course (so it serves as a great default induction training program!).
View upcoming public courses at the bottom of this page!
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 exclusively for your business.
Our private courses can be delivered with times, dates and durations to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than the generic ones we use in our public courses.
Volume discounts are also available making private courses more cost-effective for larger numbers.
Pricing and Payment Options
The Customer Service Phone Professionals 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.
- 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).
- 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 >
Want to Save 25% off all CX Skills Courses?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!
With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.
Purchase a ticket to a public Customer Service Phone Professionals Course
All the publicly available Customer Service Phone Professionals courses are listed below – click on your preferred date to purchase one or multiple tickets.
If you have larger numbers (more than 5) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
Equip your employees with superior customer service skills in the December 2023 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.