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DTSTART;TZID=Australia/Melbourne:20230727T123000
DTEND;TZID=Australia/Melbourne:20230728T163000
DTSTAMP:20230523T014351Z
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SUMMARY:Managing Difficult Customers (July 2023)
DESCRIPTION:How to Manage Difficult Customers (July 2023)\nThe July 2023 Managing Difficult Customers training course teaches employees how to identify the different types of difficult customers and situations and then how to identify and apply the correct solutions with confidence and increased resilience.  \nFrom learning how to negotiate or how to say NO! effectively and with professionalism\, the Managing Difficult Customers Training Course is the ideal course to help you or your team members handle difficult situations with grace and style.  \nThis course isn’t just a few words and phrases to use – it’s a comprehensive\, high-quality program that’s been refined over decades\, delivered over 2 x 4-hour sessions that will make a lasting lifetime impact. \nThe course is suitable for:\nThe Managing Difficult Customers course is suitable for anyone who deals with customers with typical roles including: \n\nContact Centre agents (sales or service)\nCustomer service staff\nRetail/counter staff\nAdministration/Office staff\nEducation/Teachers\nSmall Business owners\nSales/Account Management\nComplaints teams\nTeam Leaders\nManagers\n\nWith a customer review score of 4.8/5\, this course is loved by attendees and will provide them with new-found confidence they can apply immediately! \nCore modules include:\nModule 1. Considering Human Behaviour\n\nUsing Transactional Analysis to understand Customer behaviour and our own behaviour\nThe issue of changing someone else’s character\nThe issue of ‘satisfying’ an Unhappy Customer\n\nModule 2. Classifying the Classic Types of Difficult Situations\nLearn the differences between them all the different types of difficult customers and how to handle them including: \n\nThe Abusive Customer\nThe Irritating Customer\nThe Unhappy Customer\n\nModule 3. Service Skills Requirements \nThe Classic use of Listening: \n\nDeciding whether to use Empathy or Affirmation\nWhat are the 5 levels of Empathy?\nWhat you must do when interacting with someone who is upset\n\nModule 4. Understanding your solution options\nWe’ll teach our proprietary UNER (R) model that will guide you on: \n\nHow to Say YES\nHow to say NO\nHow to explain WHY\nHow to provide a Conditional or Creative YES\nHow and when to Escalate\n\nClick the link below to learn more about the course and to secure your tickets.
URL:https://shop.acxpa.com.au/event/managing-difficult-customers-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/How-to-Manage-Difficult-Customers-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230726T083000
DTEND;TZID=Australia/Melbourne:20230726T163000
DTSTAMP:20230615T140934Z
CREATED:20230615T140934Z
LAST-MODIFIED:20230615T140934Z
UID:10000134-1690360200-1690389000@shop.acxpa.com.au
SUMMARY:livepro Forum 2023
DESCRIPTION:livepro Forum 2023\nThe registrations for livepro Forums 2023 are now officially open! This year\, we’re taking the event to multiple locations across Australia\, creating an opportunity to connect face-to-face for the first time in a few years! \nWhether you are already a part of the livepro community or exploring livepro’s offerings\, we warmly welcome you to join us for the day to learn\, share\, and collaborate on everything livepro has to offer. We also encourage you to bring along your colleagues from other departments that might be interested in expanding livepro to their team. \nThe agenda:\nWe’ve crafted an engaging interactive agenda for the livepro Forums 2023! The day will include guest speakers from livepro specialists in industries such as Local Government\, superannuation\, and insurance. In addition\, there will be: \n\nA deep-dive into the livepro roadmap including the latest developments;\nNetworking activities and a chance to engage with industry professionals;\nKnowledge management best practice tips to optimise your CX results;\nAnnouncing the livepro Awards 2023 winners and their achievements;\nand a livepro panelist Q&A session to cover off all the hot topics from integrations\, AI tools\, and cyber security.\n\nWe can’t wait to see you in Sydney\, Brisbane\, Melbourne\, Adelaide\, and Perth\, so be sure to get in early by registering below: \nSydney – 26 July 2023\, Wednesday| Kirribilli Club\nBrisbane – 27 July 2023\, Thursday | Marriott\nMelbourne – 1 August 2023\, Tuesday | Collins Square Event Centre\nAdelaide – 3rd August 2023\, Thursday | Stamford Plaza\nPerth – 8 August 2023\, Tuesday | Fraser Suites \nLearn more and book via the link below.
URL:https://shop.acxpa.com.au/event/livepro-forum-2023/
LOCATION:Kirribilli Club\, 1 Harbourview Cres\, Lavender Bay\, NSW\, 2061\, Australia
CATEGORIES:Conference
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/Forum-General-scaled.jpg
ORGANIZER;CN="livepro":MAILTO:marketing@livepro.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230719T130000
DTEND;TZID=Australia/Melbourne:20230719T160000
DTSTAMP:20230616T034328Z
CREATED:20230519T235911Z
LAST-MODIFIED:20230616T034328Z
UID:10000116-1689771600-1689782400@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Essentials (July 2023)
DESCRIPTION:Inbound Phone Sales Essentials (July 2023) Training course\nThe Inbound Phone Sales Essentials (July 2023) Training course is designed as a short-duration course (3 hours) for employees who handle (or are about to handle) sales-related phone calls. \nThis is a training course that has been three decades in the making. It leverages the insights and assessment of over 50\,000 phone calls\, and a nearly 30-year career spent training and coaching phone skills. \nThe course provides insight into premium call handling sales skills proven to work for any product\, service or industry with a sales focus. \nIt’s based on a sales-from-a-service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion\, Sales Volumes\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your employees learn to be both more efficient and effective when customers contact your business looking for solutions to their needs. \nDelivered over 1 x 3-hour session\, we’ll teach a structured\, natural approach (no scripts!) that encourages your employees to be themselves and build rapport with customers\, resulting in increased sales opportunities. \nIncluded Modules\n1. How to Engage\nHow to nail the first 10-20 secs of any call and bridge to needs discovery with confidence. \n2. Discover\nTechniques to have better conversations to establish what customers want to achieve. \n3. How to Close\nHow to make it easy for customers to buy in a way that makes them feel great about their decision and the experience. \nLearn more about the course and secure your ticket(s) on the link below.
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-essentials-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230719T120000
DTEND;TZID=Australia/Melbourne:20230719T130000
DTSTAMP:20240208T111801Z
CREATED:20240208T111801Z
LAST-MODIFIED:20240208T111801Z
UID:10000152-1689768000-1689771600@shop.acxpa.com.au
SUMMARY:Mental Health & Resilience Webinar: Tips to Enhance Team Engagement
DESCRIPTION:Do you want to take a proactive approach to creating a thriving work environment? Join us on 19th July for an empowering webinar that will equip Team Leaders and Managers with the essential tools to make a positive impact on your team’s mental health and wellbeing. ?? \n? Be inspired by ⁠Dr Liz Kirk (PhD) from ⁠Beyond Ergo in an interactive talk that will revolutionise the way you approach mental health in the workplace. Discover a treasure trove of easy-to-implement techniques that will help you reduce stress among your team\, initiate meaningful conversations about mental health and foster a supportive team environment that breeds success. \nDuring this talk\, you’ll gain access to research-backed tips and actions that can improve retention\, boost engagement and tackle presenteeism and absenteeism. If you’re looking to build happier\, more engaged\, and more productive team\, this webinar is for you! ? ? \nKey takeaways you don’t want to miss: \n1. Master a range of practical actions: Learn targeted stretches\, mindfulness exercises and other actionable steps to reduce both mental and physical stress. These simple practices can make an immediate difference in your team’s overall wellbeing. \n2. Start ongoing mental health conversations: No more meeting preparation time needed! You’ll access resources to effortlessly initiate conversations about mental health during your team meetings. Gain the tools and knowledge to lead these discussions effectively. \n3. Build confidence in stress management: Receive valuable handouts\, coaching sheets and additional resource links to enhance your confidence in discussing stress and stress management with your team. Gain the necessary skills to support your team members and cultivate a healthier work environment. \n4. Understand the signs of ongoing mental distress: Explore our comprehensive handout on the Symptoms of Ongoing Mental Distress to understand the different stages and indicators of long-term stress. By recognising these signs\, you’ll be better equipped to address and alleviate mental health challenges within your team. \n5. Raise awareness and improve team performance: Encourage your team to join in action demonstrations during team meetings and experience immediate stress reduction. By incorporating these activities into your routine\, you’ll not only boost awareness but also improve team performance and overall engagement. \nOverview of Webinar | Benefits of Attending: \n? Join our engaging webinar to discover why these easy-to-implement actions should be the first step in your mental health toolbox. \n? Designed to be seamlessly integrated into team meetings\, from mindful moments to targeted stretches\, we’ll introduce you to simple\, no-cost activities that deliver practical benefits and make mental health care enjoyable. \nAt the end of the session\, you’ll be sent the key takeaways\, including a range of handouts\, coaching sheets and links for additional resources and reading material. \nTake the leap and join us for this engaging webinar to have a positive impact on your team’s wellbeing
URL:https://shop.acxpa.com.au/event/mental-health-resilience-webinar-tips-to-enhance-team-engagement/
LOCATION:Zoom
CATEGORIES:Webinars
ATTACH;FMTTYPE=image/png:https://shop.acxpa.com.au/wp-content/uploads/2023/07/1687412337356.png
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230718T173000
DTEND;TZID=Australia/Melbourne:20230718T193000
DTSTAMP:20230630T071618Z
CREATED:20230630T071017Z
LAST-MODIFIED:20230630T071618Z
UID:10000151-1689701400-1689708600@shop.acxpa.com.au
SUMMARY:CX\, SXSW & Sister Cities!
DESCRIPTION:CX\, SXSW & Sister Cities!\nYou are invited to the CX\, SXSW & Sister Cities Celebration from Adelaide SA to Austin TX that will celebrate the 40 year sister city relationship from Adelaide\, South Australia\, Australia to Austin\, Texas\, USA where y’all are welcome. \nThe event will focus on innovations in CX\, sharing insights from SXSW 2023 in Austin Texas\, new discovery technologies\, inviting local Meetups and the innovation ecosystem to get involved. \nWho is this event for? \nPeople interested in Customer Experience (CX); businesses who have been to SXSW or are interested in going to Sydney in 2023 or Austin in 2024; those who support the Austin sister city relationship\, and all sister cities; Meetup members plus anyone who enjoys networking and meeting new friends. \nThis will be the perfect opportunity to meet with entrepreneurs\, founders and innovators who are leading change\, applying cool tech\, changing customer experience\, making local\, national and global connections. \nPresented by Workforce BluePrint and the Australian Customer Experience Professionals Association (ACXPA) plus supporters\, light refreshments and drinks will be made available. \nJoining us will be the the meetups “Adelaide Virtual Reality” and “Augmented Reality Adelaide” which have been running for 7 years in Adelaide. Daish Malani from Add-Life technologies will show you the power of virtual reality facilitated mobility assessment and rehabilitation. Heath Amos from Headfelt can answer your questions about Augmented and Extended Reality. \nMore Meetups are joining this event including – Adelaide Education & Technology Meetup; Reinventing Work: Adelaide; SA Development Professionals; Sea to Valley Startups; and Side hustle and Startup to Scaleup and Standout. \nThere are a limited number of tickets available\, so please reserve your spots at this popular event supported by sponsors and Meetups. \nThe audience will be startups\, scaleups\, SMEs\, business\, industry and regional leaders\, local government\, creatives and arts sector\, events and festivals\, state government and feds too. \nOn the sister city connection\, it is open for anyone who likes to consider partnerships including NFPs and corporates\, policy makers\, and people addressing social issues. \nPlease note the event is free\, but you must still register on the link below. 
URL:https://shop.acxpa.com.au/event/cx-sxsw-sister-cities/
LOCATION:TAFE SA – Adelaide Campus\, 120 Currie Street\, Adelaide\, South Australia\, 5000\, Australia
CATEGORIES:ACXPA South Australia,Networking
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/CX-SXSW-Sister-Cities.jpg
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BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230718T133000
DTEND;TZID=Australia/Melbourne:20230718T153000
DTSTAMP:20230626T014514Z
CREATED:20230626T014514Z
LAST-MODIFIED:20230626T014514Z
UID:10000148-1689687000-1689694200@shop.acxpa.com.au
SUMMARY:July 2023 ACXPA Members Symposium
DESCRIPTION:July 2023 ACXPA Members Symposium\nJoin us live for the July 2023 ACXPA Members Symposium! \nOn the 3rd Tuesday of each month\, we host a Members Symposium that is free for all ACXPA members\, allowing them to hear and learn from a minimum of five industry experts across a wide variety of topics for people working in contact centres\, customer experience\, digital service and customer service. \nEach presenter has a presentation for a maximum of 20 minutes and following the live streaming of all the presentations\, all the presenters join us live for a Q&A session to answer any questions\, provide additional insights etc. \n\n\nYou need to be an ACXPA Member to join the monthly Symposiums. See which membership is right for you >\n \n\nConfirmed Speakers and topics for the July 2023 ACXPA Members Symposium:\n\nKevin Perry; How marketing technology can be used to drive great CX\nNant Nissen; Tips to improve resilience for remote/home-based workers\n\nFurther presenter announcements are coming soon!
URL:https://shop.acxpa.com.au/event/july-2023-acxpa-members-symposium/
LOCATION:Live Stream
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/July-2023-ACXPA-Members-Symposium.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230713T123000
DTEND;TZID=Australia/Melbourne:20230714T170000
DTSTAMP:20230616T034350Z
CREATED:20230521T080928Z
LAST-MODIFIED:20230616T034350Z
UID:10000122-1689251400-1689354000@shop.acxpa.com.au
SUMMARY:Email Customer Service (July 2023)
DESCRIPTION:Email Customer Service (July 2023) Training Course\nThe Email Customer Service (July 2023) training course is designed to equip employees with the knowledge and skills they need to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts)  better manage complaints and customer enquiries received via email. \nBecause whilst there are lots of training options for phone-based customer service\, employees are often ill-equipped how to communicate via email properly. \nSo this is very much an ‘architecture’ program designed to empower frontline employees with the skills to craft great emails whether they work in a contact centre\, customer service team\, reception/office admin etc. What we do is facilitate\, step by step\, how to create an email that delivers the desired results and how to address the content needs and the tone needs. \nAs while each email has its own unique properties (determined by the customer)\, an underlying aspect and structure helps. \nThe Email Customer Service Course includes 4 modules:\nModule 1 – Using an email framework\nUsing a solid email writing framework makes such a big difference for success & efficiency in email writing.  We use and work through a 9-Step Framework and use this section to introduce each step and practice understanding each step using real emails. \nModule 2 – How to interpret customer emails\nThe email channel requires us to become detectives.  What does the customer really want?  How do they really feel?  Interpreting Tone and Content is a vital first step in figuring out what to say and how to say it. \nUsing a variety of exercises\, we learn to interpret better what customers want – so we can deliver a more relevant and human experience. \nModule 3 – Service Skills for Email\nService skills for phone calls?  Yes – we all know about that.  But understanding service skills for email – including the all-important ‘empathy’ – aren’t as widely known. \nWe cover the important similarities & differences in written vs. verbal formats. \nModule 4 – How to address tone and content\nWriting a great email – one that’s concise\, human and addresses the needs clearly – is an art & science. \nWith content\, we look at the inverted Pyramid writing structure\, the elimination of wordy phrases\, better word choices and even how to say NO when you need to. \nFor Tone\, we talk about dropping some of the silly phrases that exist out there so that emails sound like they come from a human being and not a machine. \nAnd we cover the fine art of writing positively. \nThis is one of our most important courses and applies to anyone who writes emails – whether to customers or even just to internal colleagues. \nFacilitated live over Zoom by global expert Daniel Ord (delivered over 2 x 4.5-hour sessions)\, the Email Customer Service (July 2023) training course will teach a structured process that is applicable to all email correspondence regardless of your products\, services or industry\, making it ideal for employees who have frequent communication with customers via the email channel. \nTo secure your tickets and learn more about the course\, click the link below.
URL:https://shop.acxpa.com.au/event/email-customer-service-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Email-Customer-Service-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230712T130000
DTEND;TZID=Australia/Melbourne:20230712T160000
DTSTAMP:20230616T033822Z
CREATED:20230519T221845Z
LAST-MODIFIED:20230616T033822Z
UID:10000114-1689166800-1689177600@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (July 2023)
DESCRIPTION:July 2023 Customer Service Admin/Reception Essentials\nThe Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide new employees working in reception/admin/office roles that have to handle customers in person and/or over the phone with the core customer service fundamental skills that will assist them in delivering great face-to-face\, phone and email customer service. \nAs well as for new employees\, this course also serves as a great ‘refresher’ course for existing employees who are a little stale or learnt ‘on the job’ and were never taught professional skills. \nWhile this is a short customer service course of only 3 hours\, it’s been decades in the making and goes well beyond the traditional customer service training tropes such as ‘always smile’ or ‘ask the customer how their day has been’. \nIt leverages the insights and assessment from measuring and observing thousands of customer service interactions over 30 years of training\, coaching and assessing. \n6 Included Modules:\n1. How to Engage\nHow to create a strong first impression and impact at the start of any service interaction by using effective body language\, showing strong ownership and intent\, managing expectations and building trust and confidence in the customer. \n2. How to Close\nHow to create a lasting final impression and confident finish to any customer conversation 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. \n3. How to Educate\nParticipants learn how to initiate open conversations to identify customer needs and then proactively educate customers with tailored\, personalised information. \n4. Body Language & Voice Projection\nParticipants will explore and practice the use of good posture\, breathing\, vocal delivery and body language to enable strong face-to-face and phone communication that builds confidence and trust in customers. \n5. Dealing with Difficult Customers\nParticipants will explore and practice a simple 2-step method for dealing with more difficult customers with effective use of appropriate body language\, words and empathy. \n6. Email Essentials\nCritical tips and techniques to transform your emails when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner. \nLearn more about the course and secure tickets at the link below.
URL:https://shop.acxpa.com.au/event/customer-service-reception-essentials-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Customer-Service-Reception-Essentials-course-in-Australia-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230712T093000
DTEND;TZID=Australia/Melbourne:20230712T120000
DTSTAMP:20230616T034418Z
CREATED:20230221T024907Z
LAST-MODIFIED:20230616T034418Z
UID:10000095-1689154200-1689163200@shop.acxpa.com.au
SUMMARY:How to be a Great Call Centre Team Leader (July 2023)
DESCRIPTION:How to be a Great Call Centre Team Leader (July 2023) Training Course\nThe July 2023 How to be a Great Call Centre Team Leader training course provides everything new and existing Team Leaders (or those preparing to become one) need to become an effective Call Centre Team Leader in any call centre/contact centre environment. \nThis course will provide the participants with the training\, tools and resources they need to effectively lead an engaged team that consistently hits their targets and KPIs (and even learn which KPIs they should be using!)\, along with coaching skills to help turn all their team members into top achievers! \nDelivered over three weeks with one x 2.5-hour workshops each week (so a total of 7.5 hours of live\, facilitated training)\, the workshops and included easy-to-customise tools and resources\, teach participants how to become a great Call Centre Team Leader in a structured manner that enables them to build on their skills over the three week period without having a significant impact on your operations. \nSuitable for all types of contact centres\, the course is facilitated by Call Centre Team Leader training specialist Marc Carriere and it’s a great all-round course for any new\, existing or emerging Call Centre Team Leader looking to hone their skills and learn industry best-practice. \nIncludes eight powerful modules\nThe July 2023 How to be a Great Call Centre Team Leader training course includes eight powerful modules that have been honed over decades of real-world experience and are essential for all great Call Centre Team Leaders to know: \n\nPreparing Your Framework For Success\nKey Traits\, Characteristics and Practices of Amazing Team Leaders\nEffective Time Management\nCoachable Call Structures\nCall Monitoring and Scoring\nProviding Effective Feedback\nTeam Member Skills Audits\nTeam Member Coaching Plans\n\nLearn more about the course and secure your ticket at the link below.
URL:https://shop.acxpa.com.au/event/how-to-be-a-great-call-centre-team-leader-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/02/How-to-be-a-Great-Call-Centre-Team-Leader-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230712T090000
DTEND;TZID=Australia/Melbourne:20230714T120000
DTSTAMP:20230616T033423Z
CREATED:20230519T084101Z
LAST-MODIFIED:20230616T033423Z
UID:10000111-1689152400-1689336000@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Professional Course (July 2023)
DESCRIPTION:Inbound Phone Sales Professional Course (July 2023)\nThe Inbound Phone Sales Professional (July 2023) Training course will teach your phone-based employees (e.g. call centre\, phone sales\, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product\, service or industry. \nThe five core competencies and specific behaviours within the Five Degrees methodology will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy. \nThe Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers. \nIt’s sales from a service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. \nSales Conversion\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customers contact you looking for solutions to their needs. \nDelivered over 3 x 3-hour sessions to minimise operational impact\, we’ll teach a structured yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers\, resulting in increased sales opportunities. \nNot only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling\, but they’ll also be armed with behaviours that will deliver improved job satisfaction and business outcomes. \nCore Modules include:\n1. Engage\nAn exploration of why customers buy; the first 30 seconds of conversation to personalise; How to build trust as the foundation for customer buying decisions. \n2. Energy\, Empathy & Resilience\nBreathing\, the power of the pause to sell in the silence\, staying resilient in the face of repetition\, vibrant delivery with empathy. \n3. A Bridge to Conversation\nHow to build and execute multiple 3-part bridging statements that manage customer expectations around your sales method to solidify trust and transition the call into a targeted conversation. \n4. Discover\nA deep exploration and practice in the art of conversation to get customers to reveal key insights into what they want to achieve and exactly what they need from you to make a decision to buy. \n5. Educate & Close\nHow to paint pictures in the mind of the customer with your words as to how your product/service will deliver what they wanted to achieve; how to ask for the business; how to validate the buying decision; how to show true appreciation to finish the call. \n6. Bring it Together\nPractice of entire calls; individual progress updates; priority next steps and action plans; Certificate of Achievement awarded! \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/inbound-sales-phone-professional-course-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Inbound-Sales-Phone-Professional-Course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230705T130000
DTEND;TZID=Australia/Melbourne:20230705T160000
DTSTAMP:20230616T034446Z
CREATED:20230519T220057Z
LAST-MODIFIED:20230616T034446Z
UID:10000113-1688562000-1688572800@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (July 2023)
DESCRIPTION:Customer Service Phone Essentials course (July 2023)\nThe July 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. \nThe 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’. \nThis 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. \nIncluded Modules\n1. How to Engage\nHow 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. \n2. How to Close\nHow 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. \n3. How to Educate\nParticipants 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. \n4. Energy & Empathy\nExploration of the critical phone communication techniques and underlying psychology behind how to acknowledge and empathise with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership in order to satisfy both a customer’s emotional and transactional needs. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Customer-Service-Phone-Essentials-training-course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230705T090000
DTEND;TZID=Australia/Melbourne:20230707T120000
DTSTAMP:20230616T033853Z
CREATED:20230519T075959Z
LAST-MODIFIED:20230616T033853Z
UID:10000109-1688547600-1688731200@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (July 2023)
DESCRIPTION:Customer Service Phone Professionals (July 2023) Training Course\nDo you need to improve the customer service skills of your frontline employees? \nOur July 2023 Customer Service Phone Professionals training course is designed to provide students with advanced customer service skills to deliver superior phone experiences day after day\, call after call. \nDelivered over 3 x 3-hour sessions (total of 9 hours) to minimise the impact on your operations\, we’ll teach a structured\, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy. \nYour staff will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance to positively impact your customers and business like never before. \nFirst Contact Resolution\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted through learning how to be both more efficient and more effective in each customer interaction. \nThis course isn’t just basic platitudes like ‘smile’ when you are on a call. This course has been developed and refined over three decades and leverages the insights and assessment of more than 50\,000 phone calls to ensure it delivers more than just theory\, it delivers results! \n9 hours of training delivered over 3 x 3-Hour Sessions \nThe Customer Service Phone Professional public course is a 9-hour course spaced out over 3 x 3-hour sessions enabling students time to learn and apply their new skills in between each session and minimise the impact of off-phone learning. \nPrivate courses can also be delivered (just for your employees) that also enable greater flexibility with the dates\, times and duration of the course (e.g. we could deliver it over 2 x 4.5 hour sessions or a single full day session) – contact us for further information. \nSession 1\n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Service\nIntroduction & exploration of the Five Degrees of Service call handling model. \n3. Engage\nCreate strong first impressions & have an immediate impact from the start of any phone call. \nSession 2\n4. Discover\nHave better needs-based conversations with mirroring\, empathy & listening. \n5. Educate\nPersonalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nFinish any conversation with structure and warmth with a dose of gratitude. \nSession 3\n7. Energy & Empathy\nHow to sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Bring it all together\nEmbed new call habits learnt through practice with variable contexts and call types. \nUnlock the superstars in your team and empower them with premium\, transferrable call-handling skills that will assist them in dealing with any type of inbound enquiry or customer type for any industry\, product or service!
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Customer-Service-Phone-Professionals-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230705T090000
DTEND;TZID=Australia/Melbourne:20230705T170000
DTSTAMP:20230523T020456Z
CREATED:20221125T083958Z
LAST-MODIFIED:20230523T020456Z
UID:10000051-1688547600-1688576400@shop.acxpa.com.au
SUMMARY:WFM for Contact Centre Team Leaders (July 2023)
DESCRIPTION:Workforce Management for Contact Centre Team Leaders (July 2023 class)\nWorkforce Management is an important function in contact centres but one that is often misunderstood by people outside the WFM team. \nDesigned by the team at CallDesign\, this July 2023 WFM for Contact Centre Team Leaders course is designed specifically for call centre team leaders\, managers and anyone with a stake in the workforce management process to help them better understand the challenges involved; the impact on the day of staff movements and strategies that can be put in place to optimise the process. \nThe July 2023 WFM for Contact Centre Team Leaders course is designed to give your managers the tools they need to make better decisions\, encouraging more efficient planning and delivering a better experience for your customers. \nFour Key Modules\n1. Introduction to Workforce Management\n\nThe role of workforce management\nWhy workforce planning is so important\nThe challenges associated with optimising the customer experience\n\n2. Workforce Management 101\n\nForecasting- how and why historical data is analysed and the drivers that influence demand\nScheduling- balancing customer service requirements and meeting service level goals with the scheduling preferences of your staff\nReal-time management/ Service Level Planning – strategies to optimise staffing decisions throughout the day\n\n3. The Power of One\n\nThe impact each individual has on the customer experience\nThe impact on workload\, occupancy and service level when staff are not where they should be\n\n4. Workforce Engagement Management\n\nThe basic principles of staff motivation\nRecognition and rewards strategies\nProven techniques to ensure workforce engagement success
URL:https://shop.acxpa.com.au/event/wfm-for-contact-centre-team-leaders-july-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Workforce-Planning-for-Team-Leaders-in-a-call-centre-training-course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230628T090000
DTEND;TZID=Australia/Melbourne:20230628T120000
DTSTAMP:20230523T014150Z
CREATED:20221223T211336Z
LAST-MODIFIED:20230523T014150Z
UID:10000089-1687942800-1687953600@shop.acxpa.com.au
SUMMARY:Customer Service Reception PRO (June 2023)
DESCRIPTION:June 2023 Customer Service Reception PRO Course Introduction\nThe June 2023 Customer Service Reception PRO course is designed to equip your employees with advanced face-to-face\, phone & email customer service skills to deliver superior customer experiences day after day\, customer after customer. \nThe course is suitable for all employees who are expected to deal with customers in their day-day roles including receptionists\, office administration\, front-of-house employees in medical/dental/veterinary practices and so on. \nThe course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal operational impact. \nYour employees will progressively learn\, build and apply new habits and skills that will transform their psychology and performance that will positively impact your customers and business like never before. \nThis course has been developed and is delivered live by Simon Blair\, and having been refined over decades of training customer service staff in diverse roles and industries\, it’s not just a course full of theory – it’s designed to deliver immediate results! \n9 Course Modules\nThe June 2023 Customer Service Reception PRO course is designed to first influence the psychology of participants to start viewing service from a customer perspective rather than their own internal\, operational mindset. Then the service experience model that forms the basis of the program\, ‘The 5 Degrees of Customer Experience’\, is introduced in a sequenced manner that builds competency and new habits in a staged approach. \nWe’ve also included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations\, but it will also help your business by reducing the number of frustrated customers. \nThere’s plenty of role-playing and practice built in to ensure staff can put their new skills to work with the practice conducted in a safe\, fun and welcoming online environment. \nAt the end of the course\, trainees will be provided with a certificate of achievement and most importantly\, be empowered with new skills that will help them succeed in their role. \n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Customer Experience\nIntroduction & exploration of the Five Degrees of Customer Experience service model. \n3. Engage\nHow to create strong first impressions & have an immediate impact from the start of any face-to-face or phone customer interaction. \n4. Discover\nLearn how to be better at starting open conversations then using mirroring and labelling techniques to identify what matters most to customers and their needs from you. \n5. Educate\nHow to provide personalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nHow to finish any conversation with structure and warmth with a dose of gratitude. \n7. Body Language\, Energy & Empathy\nHow to look and sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Email Best Practices\nAn email writing workshop that reveals simple but powerful guidelines and methods for writing clear\, concise & effective email responses that engages the reader and triggers positive emotional responses. \nLearn more about the course and secure your ticket(s) using the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-reception-pro-june-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Pro-course-1-4.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230621T130000
DTEND;TZID=Australia/Melbourne:20230623T160000
DTSTAMP:20230616T033443Z
CREATED:20230519T083857Z
LAST-MODIFIED:20230616T033443Z
UID:10000110-1687352400-1687536000@shop.acxpa.com.au
SUMMARY:Inbound Sales Phone Professional Course (June 2023)
DESCRIPTION:Inbound Sales Phone Professional (June 2023) Course\nThe June 2023 Inbound Sales Phone Professional Training course will teach your phone-based employees (e.g. call centre\, phone sales\, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product\, service or industry. \nThe five core competencies and specific behaviours within the Five Degrees methodology will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy. \nThe Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers. \nIt’s sales from a service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customer’s contact you looking for solutions to their needs. \nDelivered over 3 x 3-hour sessions to minimise operational impact\, we’ll teach a structured\, yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers that will result in increased sales opportunities. \nNot only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling\, but they’ll be armed with a set of behaviours that will deliver improved job satisfaction and business outcomes. \nCore Modules include:\n1. Engage\nAn exploration of why customers buy; the first 30 seconds of conversation to personalise; How to build trust as the foundation for customer buying decisions. \n2. Energy\, Empathy & Resilience\nBreathing\, the power of the pause to sell in the silence\, staying resilient in the face of repetition\, vibrant delivery with empathy. \n3. A Bridge to Conversation\nHow to build and execute multiple 3-part bridging statements that manage customer expectations around your sales method to solidify trust and transition the call into a targeted conversation. \n4. Discover\nA deep exploration and practice in the art of conversation to get customers to reveal key insights into what they want to achieve and exactly what they need from you to make a decision to buy. \n5. Educate & Close\nHow to paint pictures in the mind of the customer with your words as to how your product/service will deliver what they wanted to achieve; how to ask for the business; how to validate the buying decision; how to show true appreciation to finish the call. \n6. Bring it Together\nPractice of entire calls; individual progress updates; priority next steps and action plans; Certificate of Achievement awarded! \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/inbound-sales-phone-professional-course-june-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Inbound-Sales-Phone-Professional-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230621T090000
DTEND;TZID=Australia/Melbourne:20230623T120000
DTSTAMP:20230616T033920Z
CREATED:20230519T040832Z
LAST-MODIFIED:20230616T033920Z
UID:10000108-1687338000-1687521600@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (June 2023)
DESCRIPTION:Customer Service Phone Professionals (June 2023) Training Course\nDo you need to improve the customer service skills of your frontline employees? \nOur June 2023 Customer Service Phone Professionals training course is designed to provide students with advanced customer service skills to deliver superior phone experiences day after day\, call after call. \nDelivered over 3 x 3-hour sessions (total of 9 hours) to minimise the impact on your operations\, we’ll teach a structured\, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy. \nYour staff will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance to positively impact your customers and business like never before. \nFirst Contact Resolution\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted through learning how to be both more efficient and more effective in each customer interaction. \nThis course isn’t just basic platitudes like ‘smile’ when you are on a call. This course has been developed and refined over three decades and leverages the insights and assessment of more than 50\,000 phone calls to ensure it delivers more than just theory\, it delivers results! \n9 hours of training delivered over 3 x 3-Hour Sessions \nThe Customer Service Phone Professional public course is a 9-hour course spaced out over 3 x 3-hour sessions enabling students time to learn and apply their new skills in between each session and minimise the impact of off-phone learning. \nPrivate courses can also be delivered (just for your employees) that also enable greater flexibility with the dates\, times and duration of the course (e.g. we could deliver it over 2 x 4.5 hour sessions or a single full day session) – contact us for further information. \nSession 1\n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Service\nIntroduction & exploration of the Five Degrees of Service call handling model. \n3. Engage\nCreate strong first impressions & have an immediate impact from the start of any phone call. \nSession 2\n4. Discover\nHave better needs-based conversations with mirroring\, empathy & listening. \n5. Educate\nPersonalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nFinish any conversation with structure and warmth with a dose of gratitude. \nSession 3\n7. Energy & Empathy\nHow to sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Bring it all together\nEmbed new call habits learnt through practice with variable contexts and call types. \nUnlock the superstars in your team and empower them with premium\, transferrable call-handling skills that will assist them in dealing with any type of inbound enquiry or customer type for any industry\, product or service!
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-june-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Customer-Service-Phone-Professionals-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20230619
DTEND;VALUE=DATE:20230622
DTSTAMP:20230621T003113Z
CREATED:20230615T134638Z
LAST-MODIFIED:20230621T003113Z
UID:10000135-1687132800-1687391999@shop.acxpa.com.au
SUMMARY:Avaya ENGAGE Virtual 2023
DESCRIPTION:Why Attend Avaya ENGAGE?\nThe Avaya ENGAGE Virtual experience includes a live stream of our general sessions — the next-best thing to attending in person. We guarantee it’ll be an exhilarating experience! \nJoin from wherever you are!\n1) Choose Your Innovation Journey\nFind your right path to customer experience innovation while leveraging the systems and platforms you’ve already deployed. We’ll give you a view of what that looks like and the information to make choices. \n2) See Today’s and Tomorrow’s Innovation\nUnderstand the new features and capabilities we’re bringing to our products and services and what lies ahead — from on-premises solutions to cloud and anywhere in between. \n3) Listen\, Learn\, and Take Action\nChoose from over 80 breakouts to hear from the top minds in the industry. This is where innovation and inspiration go hand-in-hand and where new connections create new opportunities. \nPlease note: Avaya engage is for customers\, partners\, and staff who are a part of the Avaya ecosystem.
URL:https://shop.acxpa.com.au/event/avaya-engage-virtual-2023/
LOCATION:Live Stream
CATEGORIES:Webinars
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/Engage_Virtual_ADS_Banner_1200x630px.jpg
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230614T130000
DTEND;TZID=Australia/Melbourne:20230614T160000
DTSTAMP:20230523T014055Z
CREATED:20221221T004102Z
LAST-MODIFIED:20230523T014055Z
UID:10000084-1686747600-1686758400@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (June 2023)
DESCRIPTION:June 2023 Customer Service Admin/Reception Essentials\nThe Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide new employees working in reception/admin/office roles that have to handle customers in person and/or over the phone with the core customer service fundamental skills that will assist them in delivering great face-to-face\, phone and email customer service. \nAs well as for new employees\, this course also serves as a great ‘refresher’ course for existing employees who are a little stale or learnt ‘on the job’ and were never taught professional skills. \nWhile this is a short customer service course of only 3 hours\, it’s been decades in the making and goes well beyond the traditional customer service training tropes such as ‘always smile’ or ‘ask the customer how their day has been’. \nIt leverages the insights and assessment from measuring and observing thousands of customer service interactions over 30 years of training\, coaching and assessing. \n6 Included Modules:\n1. How to Engage\nHow to create a strong first impression and impact at the start of any service interaction by using effective body language\, showing strong ownership and intent\, managing expectations and building trust and confidence in the customer. \n2. How to Close\nHow to create a lasting final impression and confident finish to any customer conversation 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. \n3. How to Educate\nParticipants learn how to initiate open conversations to identify customer needs and then proactively educate customers with tailored\, personalised information. \n4. Body Language & Voice Projection\nParticipants will explore and practice the use of good posture\, breathing\, vocal delivery and body language to enable strong face-to-face and phone communication that builds confidence and trust in customers. \n5. Dealing with Difficult Customers\nParticipants will explore and practice a simple 2-step method for dealing with more difficult customers with effective use of appropriate body language\, words and empathy. \n6. Email Essentials\nCritical tips and techniques to transform your emails when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner. \nLearn more about the course and secure tickets at the link below.
URL:https://shop.acxpa.com.au/event/customer-service-reception-essentials-june-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Essentials-course-4.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230609T090000
DTEND;TZID=Australia/Melbourne:20230609T120000
DTSTAMP:20230616T034520Z
CREATED:20230519T234212Z
LAST-MODIFIED:20230616T034520Z
UID:10000115-1686301200-1686312000@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Essentials (June 2023)
DESCRIPTION:Inbound Phone Sales Essentials (June 2023) Training course\nThe Inbound Phone Sales Essentials (June 2023) Training course is designed as a short-duration course (3 hours) for employees who handle (or are about to handle) sales-related phone calls. \nThis is a training course that has been three decades in the making. It leverages the insights and assessment of over 50\,000 phone calls\, and a nearly 30-year career spent training and coaching phone skills. \nThe course provides insight into premium call handling sales skills proven to work for any product\, service or industry with a sales focus. \nIt’s based on a sales-from-a-service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion\, Sales Volumes\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your employees learn to be both more efficient and effective when customers contact your business looking for solutions to their needs. \nDelivered over 1 x 3-hour session\, we’ll teach a structured\, natural approach (no scripts!) that encourages your employees to be themselves and build rapport with customers\, resulting in increased sales opportunities. \nIncluded Modules\n1. How to Engage\nHow to nail the first 10-20 secs of any call and bridge to needs discovery with confidence. \n2. Discover\nTechniques to have better conversations to establish what customers want to achieve. \n3. How to Close\nHow to make it easy for customers to buy in a way that makes them feel great about their decision and the experience. \nLearn more about the course and secure your ticket(s) on the link below.
URL:https://shop.acxpa.com.au/event/inbound-phone-sales-essentials-june-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230607T090000
DTEND;TZID=Australia/Melbourne:20230607T120000
DTSTAMP:20230523T013938Z
CREATED:20230519T214104Z
LAST-MODIFIED:20230523T013938Z
UID:10000112-1686128400-1686139200@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials Course (June 2023)
DESCRIPTION:Customer Service Phone Essentials course (June 2023)\nThe Customer Service Phone Essentials course (June 2023 ) 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. \nThe 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’. \nThis 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. \nIncluded Modules\n1. How to Engage\nHow 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. \n2. How to Close\nHow 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. \n3. How to Educate\nParticipants 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. \n4. Energy & Empathy\nExploration of the critical phone communication techniques and underlying psychology behind how to acknowledge and empathise with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership in order to satisfy both a customer’s emotional and transactional needs. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-course-june-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Customer-Service-Phone-Essentials-training-course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230606T090000
DTEND;TZID=Australia/Melbourne:20230608T170000
DTSTAMP:20230523T020244Z
CREATED:20221125T075959Z
LAST-MODIFIED:20230523T020244Z
UID:10000047-1686042000-1686243600@shop.acxpa.com.au
SUMMARY:WFM for Practitioners (June 2023)
DESCRIPTION:WFM for Practitioners (June 2023) training course\nIndustry leaders agree that workforce management is an essential component of an efficient\, productive team. But yet\, WFM is not an understood function in the contact centre industry\, and this equally applies to retail as well. So it’s time to learn! \nThe three-day June 2023 WFM for Practitioners course covers the critical WFM principles and applications that anyone working in the contact centre/retail environment needs to know\, understand\, and most importantly\, put into action. \nIt has been designed to teach best practice theory\, and has no dependency on owning or purchasing a particular brand of software for success – anyone can pick it up\, regardless of your existing business processes. \nUnderstanding and executing the fundamentals of Workforce Management will deliver measurable benefits to any contact centre or retail environment so enrol today and start driving efficiencies in your business! \nIncludes 6 core modules delivered over 3 days\nMODULE 1: INTRODUCTION AND OVERVIEW\nThe course begins with an overview of the what and why of WFM. Workforce management is vital for getting the right staff in the right place at the right time\, with the best possible tools in hand. \nBut the myriad of factors included within the broader WFM spectrum can be a puzzle to work out alone\, especially in fast-paced operational environments. \nWe dive into the various components of WFM\, and cover some of the common workforce planning tasks and team structures. In short\, this module sets the scene for the entire three-day course. \nMODULE 2: FORECASTING AND PLANNING\nSolid forecasting and planning underpin all best-in-class efforts to ensure staff can cope with demand and a business does not creak at its seams. \nForecasting has numerous practical applications. It’ll help you compare historical patterns with “what-if” scenarios to estimate shrinkage\, plan budgets and predict the number of contacts. \nAccurate forecasting will also help paint a complete picture of upcoming staffing requirements. \nWe explore the formulas and techniques used to analyse contact arrival patterns in order to calculate workload and plan for the future. \nMODULE 3: SCHEDULING\nForecasting is important\, but without a schedule to implement these insights\, businesses are still just hoping for the best. With thousands\, if not millions of dollars on the line\, getting your schedules right can make the difference between success and failure. \nEffective scheduling helps ensure the right people are in the right place at the right time and can help reduce stress for the staff themselves. \nThis module looks at the various scheduling components and flexibility options that are often provided to staff working in contact centres\, branches or retail environments. \nMODULE 4: PERFORMANCE ANALYSIS\nAfter you’ve created schedules (i.e rosters)\, ideally you want to ensure staff adhere to them. Even in a small business environment with just a handful of staff\, a lack of performance oversight could mean you’re missing service level targets when you don’t need to. \nBy monitoring performance\, however\, you can help find the staff who are out of adherence or underperforming and address these issues with targeted change. \nIn this module\, we explore the processes required to manage and monitor your staff’s performance throughout the day. \nMODULE 5: REAL-TIME MANAGEMENT\nYou have the plan. Now it’s time to monitor the day and take action if necessary. Real-time management helps to preserve and improve your service quality and customer experience at the intra-day level. \nWhen things don’t go to plan\, which levers should you pull to achieve your required outcome? \nA clearly defined real-time management plan will help you determine the best actions to take when things don’t turn out the way you expect. \nWe explore rules and conditions that can be used to manage the changes and impacts on demand and staff at an intra-day level. \nMODULE 6: COMMUNICATION \nDo you think you’re an effective communicator? You may need to think again. According to a Wrike work management survey\, 46 per cent of employees leave meetings not knowing what to do next. \nAdditionally\, CareerBuilder found that a quarter of workers find emails are a time waster\, and a similar number felt the same about meetings. Basically\, you may think you’re communicating effectively\, but your staff might not agree. \nSo this June 2023  WFM for Practitioners course concludes with a module on better communication with a focus on how to effectively communicate with peers and manage conflict. \nSpaces are limited in this group due to small class sizes to maximise learning\, so book early to avoid disappointment. 
URL:https://shop.acxpa.com.au/event/wfm-for-practitioners-june-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/WFM-for-Practitioners-online-training-course-1-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230530T123000
DTEND;TZID=Australia/Melbourne:20230530T170000
DTSTAMP:20230523T013649Z
CREATED:20221119T061818Z
LAST-MODIFIED:20230523T013649Z
UID:10000040-1685449800-1685466000@shop.acxpa.com.au
SUMMARY:Customer Experience (CX) Management Training (May 2023 )
DESCRIPTION:Customer Experience Management Fundamentals\nWith Customer Experience (CX for short) the hottest topic in business right now\, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX Management leader and drive change based on a customer-centric culture to deliver real\, measurable results. \nIn our May 2023 Customer Experience Management Training course you’ll receive 18 hours of facilitated learning delivered via 4 x 4.5-hour live Zoom sessions\, teaching you the five core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are aligned to globally recognised\, vendor-agnostic\, best-practice techniques. \nAnd if that wasn’t enough\, you’ll learn CX Fundamentals directly from renowned global CX trainer Daniel Ord from OmniTouch International\, one of only a handful of CXPA Recognised Training Providers* in the world. \nThis course is considered the Gold Standard primarily because of one thing – Daniel Ord. As you’ll notice in the testimonials over multiple years\, Daniel is globally recognised as one of the most dynamic\, knowledgeable and engaging trainers in the industry. \nAnd whilst this course serves as the perfect preparation for those thinking of sitting for the CCXP exam (we have a 100% pass mark for those who choose to pursue their CCXP Certification)\, you don’t need to apply for the CCXP exam on completion of this course – you’ll be able to use and apply these global best-practice CX skills with or without an exam. \nWith lots of great case studies\, engaging course content that is constantly updated and fantastic customer reviews you can be assured this is the ideal path to learning global CX practices and processes. \nYou’ll learn the FIVE core CCXP Competencies:\n1: Customer Experience Strategy\nThe CX strategy defines and describes your intended customer experience\, how it links to your overall objectives and how it aligns to your brand values and attributes. \n2: Culture and Accountability \nLearn the building blocks of establishing a customer-centric culture across your business. \n3: Customer Insights and Understanding\nCustomer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research. And ensuring your organisation acts on Customer Insights. \n4: Design\, Implementation & Innovation\nLearn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives. \n5: Metrics\, Measurement and ROI\nLearn how to choose the right CX Metrics and how to do the analysis and get the results out there including data architecture\, Return on Investment and Principles of Customer Valuation. \nThis is a very popular course with small class sizes to maximise learning so book early to avoid disappointment. 
URL:https://shop.acxpa.com.au/event/cx-management-training-may-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Training-Course-for-Customer-Experience-Management.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230524T090000
DTEND;TZID=Australia/Melbourne:20230526T120000
DTSTAMP:20230523T013439Z
CREATED:20230317T031940Z
LAST-MODIFIED:20230523T013439Z
UID:10000102-1684918800-1685102400@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (May 2023)
DESCRIPTION:Customer Service Phone Professionals Training Course (May 2023)\nDo you need to improve the customer service skills of your frontline employees? \nOur May 2023 Customer Service Phone Professionals training course is designed to provide students with advanced customer service skills to deliver superior phone experiences day after day\, call after call. \nDelivered over 3 x 3-hour sessions (total of 9 hours) to minimise the impact on your operations\, we’ll teach a structured\, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy. \nYour staff will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance to positively impact your customers and business like never before. \nFirst Contact Resolution\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted through learning how to be both more efficient and more effective in each customer interaction. \nThis course isn’t just basic platitudes like ‘smile’ when you are on a call. This course has been developed and refined over three decades and leverages the insights and assessment of more than 50\,000 phone calls to ensure it delivers more than just theory\, it delivers results! \n9 hours of training delivered over 3 x 3-Hour Sessions \nThe Customer Service Phone Professional public course is a 9-hour course spaced out over 3 x 3-hour sessions enabling students time to learn and apply their new skills in between each session and minimise the impact of off-phone learning. \nPrivate courses can also be delivered (just for your employees) that also enable greater flexibility with the dates\, times and duration of the course (e.g. we could deliver it over 2 x 4.5 hour sessions or a single full day session) – contact us for further information. \nSession 1\n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Service\nIntroduction & exploration of the Five Degrees of Service call handling model. \n3. Engage\nCreate strong first impressions & have an immediate impact from the start of any phone call. \nSession 2\n4. Discover\nHave better needs-based conversations with mirroring\, empathy & listening. \n5. Educate\nPersonalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nFinish any conversation with structure and warmth with a dose of gratitude. \nSession 3\n7. Energy & Empathy\nHow to sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Bring it all together\nEmbed new call habits learnt through practice with variable contexts and call types. \nUnlock the superstars in your team and empower them with premium\, transferrable call-handling skills that will assist them in dealing with any type of inbound enquiry or customer type for any industry\, product or service!
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-may-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/Customer-Service-Phone-Professionals-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230523T130000
DTEND;TZID=Australia/Melbourne:20230523T160000
DTSTAMP:20230317T051441Z
CREATED:20230317T051441Z
LAST-MODIFIED:20230317T051441Z
UID:10000104-1684846800-1684857600@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (May 2023)
DESCRIPTION:Customer Service Phone Essentials course (May 2023)\nThe May 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. \nThe 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’. \nThis 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. \nIncluded Modules\n1. How to Engage\nHow 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. \n2. How to Close\nHow 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. \n3. How to Educate\nParticipants 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. \n4. Energy & Empathy\nExploration of the critical phone communication techniques and underlying psychology behind how to acknowledge and empathise with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership in order to satisfy both a customer’s emotional and transactional needs.
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-may-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/Customer-Service-Phone-Essentials-training-course-in-Australia-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230523T123000
DTEND;TZID=Australia/Melbourne:20230524T163000
DTSTAMP:20221210T043553Z
CREATED:20221210T043553Z
LAST-MODIFIED:20221210T043553Z
UID:10000075-1684845000-1684945800@shop.acxpa.com.au
SUMMARY:Managing Difficult Customers (May 2023)
DESCRIPTION:How to Manage Difficult Customers\nThe May 2023 Managing Difficult Customers training course teaches employees how to identify the different types of difficult customers and situations and then how to identify and apply the correct solutions with confidence and increased resilience.  \nFrom learning how to negotiate or how to say NO! effectively and with professionalism\, the Managing Difficult Customers Training Course is the ideal course to help you or your team members handle difficult situations with grace and style.  \nThis course isn’t just a few words and phrases to use – it’s a comprehensive\, high-quality program that’s been refined over decades\, delivered over 2 x 4-hour sessions that will make a lasting lifetime impact. \nThe course is suitable for:\nThe course is suitable for anyone who deals with customers with typical roles including: \n\nContact Centre agents (sales or service)\nCustomer service staff\nRetail/counter staff\nAdministration/Office staff\nEducation/Teachers\nSmall Business owners\nSales/Account Management\nComplaints teams\nTeam Leaders\nManagers\n\nWith a customer review score of 4.8/5\, this course is loved by attendees and will provide them with new-found confidence they can apply immediately! \nCore modules include:\nModule 1. Considering Human Behaviour\n\nUsing Transactional Analysis to understand Customer behaviour and our own behaviour\nThe issue of changing someone else’s character\nThe issue of ‘satisfying’ an Unhappy Customer\n\nModule 2. Classifying the Classic Types of Difficult Situations\nLearn the differences between them all the different types of difficult customers and how to handle them including: \n\nThe Abusive Customer\nThe Irritating Customer\nThe Unhappy Customer\n\nModule 3. Service Skills Requirements \nThe Classic use of Listening: \n\nDeciding whether to use Empathy or Affirmation\nWhat are the 5 levels of Empathy?\nWhat you must do when interacting with someone who is upset\n\nModule 4. Understanding your solution options\nWe’ll teach our proprietary UNER (R) model that will guide you on: \n\nHow to Say YES\nHow to say NO\nHow to explain WHY\nHow to provide a Conditional or Creative YES\nHow and when to Escalate\n\nClick the link below to learn more about the course and to secure your tickets. \n 
URL:https://shop.acxpa.com.au/event/managing-difficult-customers-may-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/How-to-Manage-Difficult-Customers-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230519T130000
DTEND;TZID=Australia/Melbourne:20230519T160000
DTSTAMP:20221223T211150Z
CREATED:20221223T211150Z
LAST-MODIFIED:20221223T211150Z
UID:10000088-1684501200-1684512000@shop.acxpa.com.au
SUMMARY:Customer Service Reception PRO (May 2023)
DESCRIPTION:May 2023 Customer Service Reception PRO Course Introduction\nThe May 2023 Customer Service Reception PRO course is designed to equip your employees with advanced face-to-face\, phone & email customer service skills to deliver superior customer experiences day after day\, customer after customer. \nThe course is suitable for all employees who are expected to deal with customers in their day-day roles including receptionists\, office administration\, front-of-house employees in medical/dental/veterinary practices and so on. \nThe course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal operational impact. \nYour employees will progressively learn\, build and apply new habits and skills that will transform their psychology and performance that will positively impact your customers and business like never before. \nThis course has been developed and is delivered live by Simon Blair\, and having been refined over decades of training customer service staff in diverse roles and industries\, it’s not just a course full of theory – it’s designed to deliver immediate results! \n9 Course Modules\nThe May 2023 Customer Service Reception PRO course is designed to first influence the psychology of participants to start viewing service from a customer perspective rather than their own internal\, operational mindset. Then the service experience model that forms the basis of the program\, ‘The 5 Degrees of Customer Experience’\, is introduced in a sequenced manner that builds competency and new habits in a staged approach. \nWe’ve also included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations\, but it will also help your business by reducing the number of frustrated customers. \nThere’s plenty of role-playing and practice built in to ensure staff can put their new skills to work with the practice conducted in a safe\, fun and welcoming online environment. \nAt the end of the course\, trainees will be provided with a certificate of achievement and most importantly\, be empowered with new skills that will help them succeed in their role. \n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Customer Experience\nIntroduction & exploration of the Five Degrees of Customer Experience service model. \n3. Engage\nHow to create strong first impressions & have an immediate impact from the start of any face-to-face or phone customer interaction. \n4. Discover\nLearn how to be better at starting open conversations then using mirroring and labelling techniques to identify what matters most to customers and their needs from you. \n5. Educate\nHow to provide personalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nHow to finish any conversation with structure and warmth with a dose of gratitude. \n7. Body Language\, Energy & Empathy\nHow to look and sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Email Best Practices\nAn email writing workshop that reveals simple but powerful guidelines and methods for writing clear\, concise & effective email responses that engages the reader and triggers positive emotional responses. \nLearn more about the course and secure your ticket(s) using the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-reception-promay-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Pro-course-1-3.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230517T130000
DTEND;TZID=Australia/Melbourne:20230517T160000
DTSTAMP:20221221T003902Z
CREATED:20221221T003902Z
LAST-MODIFIED:20221221T003902Z
UID:10000083-1684328400-1684339200@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (May 2023)
DESCRIPTION:May 2023 Customer Service Admin/Reception Essentials\nThe Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide new employees working in reception/admin/office roles that have to handle customers in person and/or over the phone with the core customer service fundamental skills that will assist them in delivering great face-to-face\, phone and email customer service. \nAs well as for new employees\, this course also serves as a great ‘refresher’ course for existing employees who are a little stale or learnt ‘on the job’ and were never taught professional skills. \nWhile this is a short customer service course of only 3 hours\, it’s been decades in the making and goes well beyond the traditional customer service training tropes such as ‘always smile’ or ‘ask the customer how their day has been’. \nIt leverages the insights and assessment from measuring and observing thousands of customer service interactions over 30 years of training\, coaching and assessing. \n6 Included Modules:\n1. How to Engage\nHow to create a strong first impression and impact at the start of any service interaction by using effective body language\, showing strong ownership and intent\, managing expectations and building trust and confidence in the customer. \n2. How to Close\nHow to create a lasting final impression and confident finish to any customer conversation 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. \n3. How to Educate\nParticipants learn how to initiate open conversations to identify customer needs and then proactively educate customers with tailored\, personalised information. \n4. Body Language & Voice Projection\nParticipants will explore and practice the use of good posture\, breathing\, vocal delivery and body language to enable strong face-to-face and phone communication that builds confidence and trust in customers. \n5. Dealing with Difficult Customers\nParticipants will explore and practice a simple 2-step method for dealing with more difficult customers with effective use of appropriate body language\, words and empathy. \n6. Email Essentials\nCritical tips and techniques to transform your emails when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner. \nLearn more about the course and secure tickets at the link below.
URL:https://shop.acxpa.com.au/event/customer-service-reception-essentials-may-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Essentials-course-3.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230511T103000
DTEND;TZID=Australia/Melbourne:20230511T123000
DTSTAMP:20230303T011028Z
CREATED:20230303T010848Z
LAST-MODIFIED:20230303T011028Z
UID:10000096-1683801000-1683808200@shop.acxpa.com.au
SUMMARY:Customer Journey Mapping (May 23)
DESCRIPTION:May 2023 Customer Journey Mapping training workshop\nHow do we level-up our customer experience from good to great? How do we build an understanding of what our customers really need? What is most important for our customers? How do we best drive customer-centred change in our organisation? \nEnter Customer Journey Mapping! \nIt provides invaluable insights into how customers interact with all aspects of a business – from their first contact to post-purchase follow-up. \nIt takes information and data collected across several touchpoints and helps to provide visibility into what’s working well and what areas could use improvement. \nNo matter where you are in your understanding and maturity of journey mapping\, this course will support you to create journey maps that enable measurable and sustainable change for your customers and organisation. \nFacilitated by the team at Humind\, join us and explore the fascinating world of customer journey mapping! \nWith the right know-how and resources\, you’ll be equipped to make customer journey mapping a priority in your organisation. \nThis course includes:\n\n4 x 2-hour live facilitated workshops (1 per fortnight over 8 weeks)\nCustomer Journey Mapping toolkit that contains templates and job aids that will enable you to lead a journey mapping project from end-to-end\n3 x 30-minute private coaching sessions\n\nLearn more and secure your ticket on the link below.
URL:https://shop.acxpa.com.au/event/customer-journey-mapping-may-23/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/Customer-Journey-Mapping-Training-Workshop.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230510T093000
DTEND;TZID=Australia/Melbourne:20230510T120000
DTSTAMP:20230221T021340Z
CREATED:20230221T020904Z
LAST-MODIFIED:20230221T021340Z
UID:10000094-1683711000-1683720000@shop.acxpa.com.au
SUMMARY:How to be a Great Call Centre Team Leader (May 2023)
DESCRIPTION:How to be a Great Call Centre Team Leader (May 2023)\nThe How to be a Great Call Centre Team Leader training course provides everything new and existing Team Leaders (or those preparing to become one) need to become an effective Call Centre Team Leader in any call centre/contact centre environment. \nThis course will provide the participants with the training\, tools and resources they need to effectively lead an engaged team that consistently hits their targets and KPIs (and even learn which KPIs they should be using!)\, along with coaching skills to help turn all their team members into top achievers! \nDelivered over three weeks with one x 2.5-hour workshops each week (so a total of 7.5 hours of live\, facilitated training)\, the workshops and included easy-to-customise tools and resources\, teach participants how to become a great Call Centre Team Leader in a structured manner that enables them to build on their skills over the three week period without having a significant impact on your operations. \nSuitable for all types of contact centres\, the course is facilitated by Call Centre Team Leader training specialist Marc Carriere and it’s a great all-round course for any new\, existing or emerging Call Centre Team Leader looking to hone their skills and learn industry best-practice. \nIncludes eight powerful modules\nThe How to be a Great Call Centre Team Leader training course includes eight powerful modules that have been honed over decades of real-world experience and are essential for all great Call Centre Team Leaders to know: \n\nPreparing Your Framework For Success\nKey Traits\, Characteristics and Practices of Amazing Team Leaders\nEffective Time Management\nCoachable Call Structures\nCall Monitoring and Scoring\nProviding Effective Feedback\nTeam Member Skills Audits\nTeam Member Coaching Plans\n\nLearn more about the course and secure your ticket at the link below.
URL:https://shop.acxpa.com.au/event/how-to-be-a-great-call-centre-team-leader-may-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/02/How-to-be-a-Great-Call-Centre-Team-Leader-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230509T090000
DTEND;TZID=Australia/Melbourne:20230509T170000
DTSTAMP:20230415T043950Z
CREATED:20221128T025947Z
LAST-MODIFIED:20230415T043950Z
UID:10000059-1683622800-1683651600@shop.acxpa.com.au
SUMMARY:Real-Time WFM for Contact Centre Analysts (May 2023)
DESCRIPTION:WFM Real-Time Analyst for Contact Centres training course\nWorkforce management is one of the most critical functions in a contact centre\, so it is important to ensure everyone on the team has the skills and knowledge they need to be successful. \nThe May 2023 Real-Time WFM for Contact Centre Analysts training course is specifically designed for Real-Time Analysts (RTAs) in a Contact Centre to ensure they have the tools they need to make better decisions\, encourage more efficient planning\, and improve your customers’ experience. \nIt covers everything from workforce planning fundamentals to tracking and analysis as well as what needs to be considered when things don’t go to plan such as adjusting rosters\, break times\, queue allocations and so on. \nIn larger contact centres\, the Real-Time Analyst is typically a dedicated role (or roles). If you are in a smaller centre where you have to wear multiple hats\, we recommended the Workforce Management for Practitioners training course that covers all you need to know about WFM. \nFinally\, the principles and techniques taught in this course are vendor agnostic and are not dependent on the type/brand of WFM software you are using. \nThis course includes four core modules:\n1. Introduction to Workforce Management \nWith over 70% of contact centre operating costs being related to personnel\, it is critical to ensure the right number of staff are in place to optimise the customer experience. \nYou will gain an understanding of what workforce management is; why it is so important and the challenges that organisations face when trying to optimise the customer experience. \n2. Workforce Planning Fundamentals\nAs a Real-Time Analyst\, it is important to understand the basics of workforce management. \nIn this module\, we provide insight into the importance of workforce planning. This includes an overview of forecasting and scheduling as well as why multi-skilling is important. \n3. Tracking and Analysis\nOnce the plan has been created\, it’s important to track what is happening and analyse the results. As an RTA\, this is one of the primary tasks. \nReal-Time Analysts will learn what they need to be looking at and how to spot any variances from what was planned. \n4. Intervention and Recommendations\nEven with the best planning\, things change. Events happen that can increase or decrease customer demand\, schedules change and RTA’s need to take actions to try to ensure the best and most consistent service outcome. \nThe final module covers why intervention is often required; how to manage exceptions; when to re-forecast and how best to provide recommendations to the business.
URL:https://shop.acxpa.com.au/event/real-time-wfm-for-contact-centre-analysts-may-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Real-Time-Analyst-for-Contact-Centres-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
END:VCALENDAR