Customer Service Phone Essentials course (January 2024)

The January 2024 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will have an immediate impact on your business.

Whether it’s for new employees, existing employees who are a little stale, or employees who have never had any professional customer service training, this course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone.

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 program has been three decades in the making and is based on the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards, leveraging the insights and assessment of more than 50,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.

Crucially, we don’t teach scripts (they don’t work!), but we do provide your employees with a proven, reliable structure for phone calls that will enable them to consistently communicate in key moments with energy, empathy and simplicity.

In particular, your employees will learn how to master the start and the finish of any phone call and how to check for understanding, comfort and resolution throughout. They will also learn and practice a simple but powerful 2-step method for dealing with more difficult customers and situations they may encounter.

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 acknowledging and empathising with customer concerns and objections.

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

The modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone.

Learn more about the course and secure your tickets on the link below. 

Tags: customer service phone essentials course