Customer Service Phone Professionals December 2023 Training Course

The December 2023 Customer Service Phone Professionals training course is designed to provide your employees with advanced customer service skills to deliver superior phone experiences day after day, call after call.

This program has been three decades in the making and is based on the 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.

Delivered over 3 x 3-hour sessions (for a total of 9 hours of training) by an industry professional, we’ll teach your employees a structured yet natural approach (no scripts!) that is aligned to 18 core competencies that are proven to improve customer satisfaction no matter how you measure it, i.e. First Contact Resolution, Customer Satisfaction, Net Promoter Score, Call Quality, Employee Engagement or just happier customers!

Your employees will be coached to progressively learn, build and apply new habits and skills that will transform their psychology and performance and encourage them to be themselves (no scripts!), resulting in improved engagement, increased efficiency and increased effectiveness on every customer interaction.

Unlock the superstars in your team and empower them with premium call-handling skills that will assist them in dealing with any inbound enquiry or customer type for any industry, product or service!

9 hours of training delivered over 3 x 3-Hour Sessions 

The Customer Service Phone Professional public course is a 9-hour course spaced out over 3 x 3-hour sessions, enabling your employees to learn and apply their new skills in between sessions and minimise the impact of off-phone learning.

Whilst this is a public course (meaning anyone can purchase a ticket), this course is also available for private bookings (just for your employees) that enable greater flexibility with the course dates, times and duration (e.g. we could deliver it over 2 x 4.5-hour sessions or a single full-day session) – contact us for further information.

Session 1

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 core competencies that impact great customer service based on the ACXPA Contact Centre Quality Standards.

3. Engage

Create strong first impressions & have an immediate impact from the start of any phone call.

Session 2

4. Discover

Have better needs-based conversations with mirroring, empathy & listening.

5. Educate

Personalised solutions with proactive checks for improved experiences and resolution.

6. Close

Finish any conversation with structure and warmth with a dose of gratitude.

Session 3

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.

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