Online Customer Service Training Courses

Whilst our public courses can be a great way to meet others and learn about other industries, with the arrival of the COVID-19 pandemic many call centres and customer service teams have, or are, moving to remote/at-home working arrangements.

But just because someone is working remotely doesn’t mean the quality of the service they provide needs to diminish!

Whether its moving field teams to a phone environment and teaching them how to have effective conversations over the phone, helping existing teams with skills on how to have difficult conversations or perhaps just giving your staff some strategies on how to be resilient during these tough times we have plenty of options available.

We have already been providing online customer service training for some of our customers so this isn’t something new for us, and we can offer training sessions across a range of topics including:

  • Customer Service skills
    • How to have effective conversations
    • How to manage angry customers
    • Communication
    • Complaints management
    • Voice control and tone
    • Plus lots more!
  • Sales skills
    • How to identify customer needs
    • Upselling
    • Cross-selling
    • Outbound sales/telemarketing
  • Contact centre frontline agent skills
  • Introduction to call centre management
  • Resilience
  • and heaps more!

Course durations and timings

Just like in the physical world, trying to balance training needs against operational needs can often be a struggle so we offer a range of different durations – from one-hour power sessions through to structured programs over many months.

And because call centres work a variety of different shifts, we can also accommodate a range of flexible hours to deliver our courses.

Course delivery

We are able to use a variety of online training tools  – from Skype, Google Hangouts, Zoom, GoTo Meeting etc we are able to ensure you can clearly see and hear our presenter, and that they can also see you whether it’s one to one training, or training an entire team across different locations.

Where we have associated workbooks, they can be emailed to students or provided via an online portal to complete during the training.

Just contact us or call us on 03 9008 7287 and we’ll tailor a custom training package to meet your requirements.