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 Training Course Highlights
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.
Who should do this course?
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)
Other courses suitable for customer service employees include our Phone Customer Service Booster (short 3-hour course), Customer Service Phone Professionals, Live Chat Customer Service, Email Customer Service, Managing Difficult Customers, Stress Management for Customer Service Employees and Workplace Resilience for frontline employees.
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.
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
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).
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.
“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.
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:
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.
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.
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).
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.