Premium customer service excellence training course

Premium Customer Service Excellence Training Course

$597 AUD per person

Our Customer Service Excellence training course is designed exclusively for frontline employees in Contact Centres & face to face environments.  Because while it’s easy to pass off great customer service skills as ‘common sense’ – Customer Service professionals know there is an art & science to having great customer conversations.

And there’s a reason this program and variations of it have been our single most popular frontline training course for 20 years around the world used in hundreds of organisations striving for premium customer excellence – from leading hotels, government agencies, utilities, telcos, retailers, insurance companies, banks and lots more.

No scripts, we teach our proprietary techniques, patterns and ideas around serving customers better that will empower your employees to deliver premium customer experiences call after call, customer after customer.

And as with all our courses, they’ll also have fun doing it! Lots of stories, techniques, role plays and more will make sure the learnings come to life and are easily put into practice.

With 8 hours of live facilitated training, this course is designed to super-charge the customer service skills of any employee who handles customers over a phone or face to face channel.

Customer Service Excellence Online Training Course
Premium customer service training course

Customer Service Excellence Training Course Highlights

  • 8 hours of live facilitated training delivered via Zoom
  • Learn premium skills & methodologies that can be applied across any industry.
  • All delivered live & online by the world’s top Customer Experience trainer Daniel Ord!

Optimised for online training

Whilst we have delivered this course face to face (in a pre-COVID world) for decades, we have now fully optimised this course to be delivered online using Zoom teleconferencing. Whilst we were initially sceptical, there are many benefits to online training and our customer testimonials have continued to remain high which is the ultimate test!

The Customer Service Excellence training course is our most comprehensive frontline agent course available covering all the skills you need as well as mindsets, knowledge and homework exercises that require people to apply what they’ve learned – and we can do it all online.

The public version of this course is delivered over 2 x 4-hour sessions on consecutive days (a total of 8 hours of facilitated live training) or alternative delivery arrangements are available for private bookings.

Online Customer Service Excellence training course

Who should do this course?

Customer Service Excellence training course Australia

The Customer Service Excellence training course has been designed to equip employees with the premium skills required to excel in a contact centre/customer-facing work environment.

The modules have been designed to be delivered in a structured manner enabling students to progressively build their skills with lots of checkpoints along the way to ensure the learning is sinking in!

The skills we teach are applicable to all industries, products and services and any employee that interacts with customers either over the phone or in person.

Typical roles include:

  • Contact centre agents (sales or service)
  • Customer service staff
  • Retail employees
  • Office administration
  • Hospitality workers
  • Telephone account management
  • Complaints/Resolutions teams (although if you handle lots of complaints check out our Managing Difficult Customers course)

What you’ll learn:

Over 8 hours of facilitated learning, our Customer Service Excellence training course is designed to equip frontline employees with the skills & knowledge to deliver outstanding customer service.

Despite the use of many new channels today, the ‘voice’ channel remains popular around the world for most organisations and for many customers, it’s this human interaction that can be the difference between them staying as a customer, or leaving your company for good.

We’ve never been big believers in the use of scripts in the contact centre. That takes away from the humanity of the conversation.

But we believe strongly in patterns, techniques and ideas around serving customers better and you’ll learn our proprietary techniques that have been continuously refined across decades of experience and used by thousands of contact centre professionals across the world.

Customer Service Excellence training in Australia

Five Powerful Modules

Module 1. Understanding Service

We begin with understanding what service means, how Contact Centres approach service and why great service delivery is more than a matter of ‘common sense’.

  • What are Customer expectations for phone-based service?
  • Where is the Contact Centre industry headed and why that matters to you
  • What is a KPI and why does your organization care about it?
  • Compliance vs. Calibre – and how you can shine
  • Call assessment – what do you think?
  • Let’s define Service

Module 2. Greet

We introduce our 4-Step process for managing inbound contacts and launch directly into the Greet Step and what it takes to start things off right.

  • Define when the Customer experience begins and why that matters to Agents
  • Understand the aspects that create a great first impression
  • The role of Journeys & Touchpoints
  • Why Occupancy sometimes hurts our image
  • What does a good Tone of Voice really sound like?
  • Summing up the Greeting and how to know we did it right

Module 3. Listen

The Listen Step belongs to the Customer – but this step in the process requires a lot of skill on the part of the Agent.  Using Enquiry Reconfirmation, Human Touch and Humanity well takes know-how and consideration.

And because of the importance of word choice in any human conversation, we look at how to avoid the negative when speaking with Customers.

  • Common listening mistakes
  • The role of Enquiry Reconfirmation & mirroring
  • The role of Humanity
  • The 5 Levels of Human Touch and how to decide which to use
  • How to Avoid the Negative
  • Positive & negative word choices
  • Summing up the Listening step and how to know we did it right

Module 4. Control

The Control Step belongs to the Agent – because the transition into Control is where the Agent ‘takes over’ and guides the conversation.

And that matters a lot – because Control is how we demonstrate expertise and organize ourselves to deliver a great solution.

  • Why Control = Expertise
  • The transition phrases that work
  • Avoid the Answering Machine trap
  • Avoid the Brochure Reader trap
  • What does branching mean and how can I use it?
  • Summing up the Control step and how to know we did it right

Module 5. Solution

The entire purpose of the Customer reaching out to us lies here. Customers want a solution.

And with that said, solutions come in different ‘types’.

Product & Service enquiries, Problem Solving enquiries, Order Taking enquiries – even Basic enquiries.  The key is to understand which kind of solution, what behaviours make it work and then deliver that well.

  • How to transition into your Solution
  • How to handle a Basic Enquiry that wows people
  • Presenting a professional Product & Service Solution
  • Presenting a professional Problem-Solving Solution
  • Presenting a professional Order Taking Solution
  • Summing up the Solution step and how to know we did it right
  • Call assessment – what do you think now?
  • Summing it all up

Looking for other Customer Service course options?

We also offer a range of other customer service courses from short 3-hour ‘Booster’ courses through to Customer Service Excellence.

Search all our customer service courses »

About Your Trainer, Daniel Ord

The trainer for the Customer Service Excellence training course is Daniel Ord from OmniTouch International recognised as one of the leading customer experience and contact centre trainers in the world.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).

Global Customer Service Training expert Daniel Ord

Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.

So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.

Customer Testimonials 

“This is the best course I have taken so far. Daniel was very good. The course touches on current issues. Roleplays were very useful.”

It was excellent! The only wish was I should have arranged for this course earlier!

“Interesting, fun & easy to understand because there’s a lot of examples.”

“I always enjoyed the examples & explanations provided by Daniel.”

“I really enjoyed the training, it was very interactive.”

“The training is fun, a good way to reflect the real experience in customer service and resolve some of the personal or emotional issues.”

“It’s a great lesson to learn to handle different agents/customers.”

“The training exceeded my expectations as it’s very interactive.”

“Very useful and easy to understand materials.”

“Training is just perfect. Especially now after being so routine with the job, the training gives me more perspective in my job.”

“The contents were well distributed and ample time was dedicated to each area.”

“Well conducted. The training was interesting and informative.

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 via Google reviews so you can rest assured your Customer Service Excellence training is in good hands.

CX Skills Customer Service Excellence Training Course
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
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.
Nicole Field
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
Sarsha S
23:39 22 Dec 20
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.
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.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
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Private and Public options

The Customer Service Excellence course is delivered via Zoom Teleconferencing and users will be sent the course workbook (PDF) and Zoom link the day prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:

Public Courses

The 8-hour Customer Service Excellence training course public version is delivered as two half-days (2 x 4-hour modules) across two days.

The times, dates and duration of the course are fixed to enable you to plan ahead around rosters/shifts, induction dates etc.  If you would like to have more flexibility on the dates, times and content refer to our private options.

The public courses have lots of benefits including a wide variety of participants from a range of different companies so it’s a great opportunity to meet and share experiences with others from outside of your normal network.

Private Courses

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, times and durations or you’d like the benefits of training larger groups of employees exclusively for 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.

Learn more about our private course options >

Pricing and Payment Options

The Customer Service Excellence Training course is $597 per person ex GST for the entire 8 hours of facilitated learning (2 x 4-hour sessions) delivered by global expert Daniel Ord.

Payment can be made by credit card or invoice – just select your preferred option on checkout.

Save 15%  when booking for 3 or more employees in the same transaction (note: the discount will be applied on the final checkout page).

Cost of Customer Service Excellence training course

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets to the Customer Service Excellence Training Course 

Sorry, we currently don’t have any public Customer Service Excellence training courses scheduled for 2022.

This course is still available for private bookings (for teams of 8 people or more) so contact us for pricing and availability or register your details on the form below and we’ll let you know when the next public course dates are released.

Alternatively, you may be interested in our Customer Experience Phone Professionals course >

Register your interest for the next public course

If you’d like to attend or send employees to the public Customer Service Excellence course please register your interest below and we’ll notify you as soon as a new date is released.