Customer Service Training Courses in Australia
Whether you call it a Contact Centre, Call Centre, Knowledge Centre, Support Centre and so on, if you have employees that speak to customers 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 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.
Yet despite this, some of the basic fundamentals in customer service and contact centre management haven’t changed with good leadership, quality coaching and sound professional management skills still underpinning every successful customer service operation.
Our customer service training courses have been designed to cater for a wide range of CX & Contact Centre Professionals skill levels and experiences to ensure the courses delivered are fit-for-purpose for the participants.
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.
Like some great tips on how to boost engagement in your workplace? Visit CX Central for tips, articles and games for improving employee engagement >
Investing in your business success
Whilst there are many moving parts in developing a successful business, Gartner predicted that by 2020 (last year!), Customer Experience will be the primary differentiator between businesses, not price or product, so it’s not surprising that companies are investing more in customer service training courses.
The equation is pretty simple – a great customer experience results in a more loyal customer who spends more and stays longer.
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 agent is the moment of truth. Put simply, every single call 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.
Our publicly available courses enable you to enrol as few as one employee making them a cost-effective way of upskilling your employees.
The public courses can also be a great way to interact and learn from others in either the same or different industries.
Each course has fixed times and dates making it easy to plan around shifts, holidays, induction periods etc.
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.
Options to suit your learning objectives
We have three purpose-built customer service training courses designed specifically for a call centre or frontline role: