Customer Service Phone Professional Training Course
$497 AUD per person
Have your existing frontline staff ever been taught call handling skills by professional customer service experts?
Our Customer Service Phone Professional Training course is designed to provide students 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 and Employee Engagement are all positively impacted through learning how to be both more efficient and more effective on each customer interaction.
This course isn’t just basic platitudes like ‘smile’ when you are on a call. This course has been developed and refined over three decades and leverages the insights and assessment of more than 50,000 phone calls to ensure it delivers more than just theory, it delivers results!
Unlock the superstars in your team and empower them with premium, transferrable call handling skills that will assist them to deal with any type of inbound enquiry or customer type for any industry, product or service!
Other courses suitable for customer service roles include Customer Service Booster (short 3-hour course), Customer Service Excellence, Live Chat Customer Service, Email Customer Service, Managing Difficult Customers, Workplace Resilience for Frontline Employees and Stress Management for Customer Service employees.
Customer Service Professional Phone Training Course Fast Facts
Built for online or onsite training!
This course has been specifically adapted to be delivered online via Zoom with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
Our Customer Service Phone Professional training course will introduce and coach 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.
With COVID restrictions starting to ease, onsite delivery may once again be an option! Please contact us as travel costs may be applicable depending on your location and we need to factor in the current COVID restrictions, travel restrictions etc.
Who should do this course?
The Customer Service Phone Professional training course has been designed to help frontline staff who are already working in a role that interacts with customers and has 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 students 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
- Telephone account management
- Technical support
- Complaints teams
- Frontline staff who interact with customers
If you have someone who is new to call centre or customer service work, or they need to upskill in a quicker time period, check out our Customer Service Booster course which is one 3-hour session or the Customer Service Excellence course which is 8 hours of training with global CX expert, Daniel Ord.
What you’ll learn:
The Customer Service Phone Professional 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.
We’ve also in 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 it will help your business by reducing the number of frustrated customers.
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 most importantly, be empowered with new skills that will help them succeed in their role.
9 hours of training delivered over 3 x 3-Hour Sessions (1 per week)
The Customer Service Phone Professional public course is a 9 hour course spaced out over 1 x 3-hour session per week for three weeks enabling students plenty of time to learn and apply their new skills in between each session and minimise the impact of off-phone activity.
Private courses (see below) enable greater flexibility with the dates, times and duration of the course (e.g. we could deliver it over 2 x 4.5 hour sessions).
1. The Psychology of Customers
An exploration of what customers want, what customers need and why.
2. The Five Degrees of Service
Introduction & exploration of the Five Degrees of Service call handling model.
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. Bring it all together
Embed new call habits learnt through practice with variable contexts and call types.
About Your Trainer
The Customer Service Phone Professional 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!).
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 and leadership related courses facilitated exclusively by industry professionals. We’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your training is in good hands.
How and when it’s delivered
The course is delivered via Zoom and is available both publicly (anyone can book) and privately (just for your employees) with the differences outlined below.
The Customer Service Phone Professional course is available as a public course so you can purchase one or more tickets to the 3 x 3-hour sessions and have plenty of time to practice and apply your new learnings in between each session (one per week).
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 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 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.
And there are volume discounts available making private courses more cost-effective for larger numbers.
Pricing and Payment Options
The Customer Service Phone Professional Training course is $497 per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions).
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).
Purchase tickets to the Customer Service Phone Professional Training Courses:
All the publicly available Customer Service Phone Professional courses are listed below – click on your preferred date to purchase tickets. If you have larger numbers (more than 5) and would like more flexibility with dates and times contact us for private course pricing and availability.
Supercharge your customer service skills with our February 2022 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (delivered over 3-weeks) suitable for all phone-based staff.