Inbound Phone Sales Essentials Course

$268 AUD per person

5.0
The Inbound Phone Sales Essentials training course has an average rating of 5.0 out of 5 stars
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Inbound Phone Sales Essentials Training Course Introduction

The Inbound Phone Sales Essentials Training course is designed as a short-duration course (3 hours) for employees who handle (or are about to handle) sales-related phone calls.

The premium sales skills training taught in this course is aligned with the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards that have been refined and optimised over three decades to identify the specific behaviours that influence sales results.

It’s also the same framework used to assess the sales performance of contact centres each month with the results published in the Australian Contact Centre Rankings.

Put simply, the course teaches premium call-handling sales skills that are proven to work for any product, service or industry, whether it’s in a contact centre environment or just answering the phone in your workplace (office, warehouse, etc).

It’s based on a sales-from-a-service paradigm that delivers high engagement with your customers (not hard, pushy tactics), resulting in happier customers and more business.

Sales Conversion, Sales Volumes, Customer Satisfaction, Net Promoter Score, Call Quality and Employee Engagement – however you measure your success, are all positively impacted as your employees learn to be more efficient and effective when customers contact your business looking for solutions to their needs.

Delivered over a single 3-hour session, we’ll teach your employees a structured yet natural approach (no scripts!) that encourages them to be themselves and build rapport with customers, delivering an immediate improvement in confidence for your employees and sales results for your business!

Inbound Phone Sales Essentials Training Course Australia
Online Phone Sales Course

Inbound Phone Sales Essentials Training Course Fast Facts

  • Learn premium inbound phone sales skills & methodologies that can be applied in any industry.
  • 1 x 3-hour session (includes facilitated learning & time for practice & demos).
  • Highly engaging training session (laugh and learn!).
  • For the public courses, purchase a ticket for one employee or send multiple employees!
  • Private course delivery and customisation is available. 
  • Delivered live & online by one of Australia’s top sales and service trainer, Simon Blair!

Built Specifically for Online/Virtual Training!

This Inbound Phone Sales Essentials training course has been specifically adapted to be delivered virtually/online with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.

With just one three-hour session, it makes it easy to schedule into rosters and get an immediate boost in your employee engagement and an increase in your sales results.

For Melbourne/Victorian based businesses, this course can also be delivered onsite for your employees (additional costs may apply) – please refer to our private training options below.

Online Training Course to phone sales
Employees can dial in from the workplace or from home!

Course Overview

Learn more about the Inbound Phone Sales Essentials training course directly from the course designer and facilitator, Simon Blair.

Who is this course suitable for?

Contact Centre Inbound Sales Booster Training course

The Inbound Phone Sales Essentials Training course is suitable for any employees who have discussions with customers over the phone where there is an opportunity to sell, whether it’s a product or service, upsell, cross-sell etc.

The skills we teach are applicable to all industries, products and services!

Typical roles include:

  • Office/Administration staff who take orders over the phone or have the opportunity to sell products/services to customers.
  • Warehouse employees who handle sales calls from customers.
  • Call centre agents working in a sales or service role.
  • Customer service staff.
  • Telephone account managers.

We also have a range of other courses that may be suitable for sales employees, including:

What your employees will learn:

The Inbound Phone Sales Essentials training course is the perfect way to learn the essential phone sales call behaviours and consumer sales psychology required to deliver superior phone experiences and sales outcomes.

There’s plenty of role-playing and practice built in to ensure 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, trainees will be provided with a certificate of achievement and be empowered with skills that will stay with them for life!

The Inbound Phone Sales Essentials course includes six modules as outlined below.

1. Sales Psychology and Standards

A short exploration of what customers want and need to make confident buying decisions within a positive sales experience, based on decades of research.

Includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable more effective call handling and delivery of premium sales experiences.

2. How to Engage

Your employees will learn how to create a strong first impression and customer focus by showing strong ownership and intent and how to manage expectations to build trust as the foundation for open conversations around their needs.

3. How to Discover Needs

We’ll teach your employees (and practice!) the three critical discovery techniques (as used by the FBI) to more effectively converse, mirror and confirm customer needs and what they wish to achieve through your products and services.

4. How to Educate

Participants will learn how to proactively educate and inform customers with product, service & process information in a manner that makes it easy for them to make confident buying decisions in the moment.

5. How to Close

Employees will learn how to better control and transform the end of their calls to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.

The three techniques for closing calls will be extensively practiced in rapid-fire simulations of the end of various call types in a range of contexts and situations to build greater confidence and expertise in call closing within the session.

6. Energy & Empathy

Most businesses put a lot of time and effort into teaching staff WHAT to say but few have the internal expertise to teach staff the best manner in HOW to say it.

In this fun and engaging module, we will help participants practice proven methods to enhance their vocal delivery with better tone, stronger voice projection and improved clarity.

All essential requirements to be effective in a phone-based sales role.

Course Workbook Included!

We jam a lot into the three hours of live training, so it’s good to know that your employees will also be provided with a workbook they can download after the course that will serve as a great reminder of the framework they’ve learned, as well as some handy phrases to use with customers!

About Your Trainer

The Inbound Phone Sales Essentials training course is facilitated by Simon Blair, one of Australia’s leading Customer Service and Sales trainers.

Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.

He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.

He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.

Simon Blair trainer for Inbound Phone Sales Essentials course
Simon Blair is one of Australia's leading phone sales trainers!

Looking for alternative sales courses?

  • The Inbound Sales Phone Professional course is the ‘big’ version of this course delivered over 3 x 3-hour sessions (9 hours of total training) allowing time for additional modules and more time for participants to role-play and embed their new skills. 
  • The Inbound Phone Sales Foundations course is also a 9-hour course, with 6 hours of phone sales skills training and 3 hours on resilience/wellbeing to enable your employees to consistently perform at their best.

As well as ready-made courses, we can also custom design a program specifically for your business – contact us for more information.

Customer Testimonials 

Simon is a highly regarded and popular trainer with a sample of feedback and customer testimonials below from participants who have completed one of his courses.  View all customer testimonials for Simon >

Customer Testimonials for this Course

Latest Customer Testimonials for Simon

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner 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.

CX Skills Australia Training Courses
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Based on 33 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great course delivery and awesome techniques to use with customers.
Response from the owner: Thanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course!
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

How and when it’s delivered

The Inbound Phone Sales Essentials training course is delivered virtually/online via Zoom.

We offer this course both publicly and privately with the differences outlined below:

Public Courses

The Inbound Phone Sales Essentials training course is delivered virtually (live!) as a single three-hour session, making it easy to schedule into your schedule and get an instant boost in sales performance!

As a public course, the times and dates are fixed to enable you to plan ahead and typically, we run this course once a month.

As the course content is consistent, it also serves as a great default component in your induction program, ensuring all your employees receive the same, consistent training.

If you would like to have more flexibility on the dates, times and content, refer to our private options.

View available public dates at the bottom of this page!

Private Course Delivery

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 the generic ones we use in our public courses.

And for larger groups, we offer some great volume pricing if you’d like to train your entire team!

Contact us about a private course >

Got an upcoming sales conference or event?

This short course can be a great addition to any sales conference, event etc. to inject some energy into the day and equip your employees with some great skills to help generate more sales for your business.

It can be delivered as the standard 3-hour format, or we can adapt it to suit your schedule (more or less). Contact us for more information.

Pricing and Payment Options

The Inbound Phone Sales Essentials Training course is $268 per employee ex GST for the entire three hours of high engagement facilitated learning (1 x 3-hour session).

Tickets can be purchased using a credit card or you can request an invoice on checkout (the invoice must be paid in full prior to the course commencing).

Available Discounts

  • Save 15%  when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
  • ACXPA Members save 25% on ALL CX Skills courses, including this one (no other discounts apply). Learn more >
  • Want to train all your phone-based employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.

Do you have questions about the Inbound Phone Sales Essentials course?

Want to train your whole team or centre or talk about a customised solution?

Speak to a live person on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST or AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

Purchase a ticket now to the publicly available Inbound Phone Sales Essentials training course

You can purchase a ticket for your employee(s) on any of the course dates below.

Select the preferred date, and you can then purchase a ticket instantly with a credit card or request an invoice on the checkout page.

We'll continue to add more public course dates throughout the year!

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This course is available for private bookings!

The course is also available to be delivered privately just for employees, either onsite or online/virtual, with dates and times to suit you.

Contact us for more information >

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.