Customer Service Phone Essentials course

The March 2023 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course perfect for new starters who need to learn the basics of good customer service or for existing employees who are a little stale and have never been taught the fundamentals.

The course goes beyond traditional customer service training tropes such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’.

This is a program that has been three decades in the making. It leverages the insights and assessment of more than 50,000 phone calls and a nearly 30-year career spent training and coaching phone customer service skills and is facilitated live by Simon Blair, Australia’s leading customer service phone training expert.

Included Modules

1. How to Engage

How to create a strong first impression and impact at the start of any phone call by showing strong ownership and intent, managing expectations and building trust and confidence to set up the call for success.

2. How to Close

How to create a lasting final impression and confident finish to conversations through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward, clunky finishes.

3. How to Educate

Participants learn how to proactively educate customers through consistent checks of understanding and comfort with key information provided. to gain verbal nods and insight to make good judgements as to what else is needed.

4. Energy & Empathy

Exploration of the critical phone communication techniques and underlying psychology behind how to acknowledge and empathise with customer concerns and objections.

They will learn how to diffuse emotion and take ownership in order to satisfy both a customer’s emotional and transactional needs.