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DTSTART;TZID=Australia/Melbourne:20231025T130000
DTEND;TZID=Australia/Melbourne:20231025T160000
DTSTAMP:20260423T044148
CREATED:20230912T023120Z
LAST-MODIFIED:20231118T050539Z
UID:10000178-1698238800-1698249600@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Essentials (October 2023)
DESCRIPTION:Inbound Phone Sales Essentials (October 2023) Training course\nThe Inbound Phone Sales Essentials (October 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. \nThe training is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Framework that has been refined and optimised over three decades\, and is the same framework used to assess the sales performance of contact centres that is published in the Australian Contact Centre Industry Benchmarking Data each month. \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-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/09/Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231024T130000
DTEND;TZID=Australia/Melbourne:20231024T160000
DTSTAMP:20260423T044148
CREATED:20230819T000027Z
LAST-MODIFIED:20231118T050432Z
UID:10000176-1698152400-1698163200@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (October 2023)
DESCRIPTION:October 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 and over 30 years of training\, coaching and assessing. \n6 Included Modules:\nThe modules are designed to have an immediate impact on the confidence in your employees dealing with customers and deliver improved customer service for your business. \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. \nThe modules are designed to have an immediate impact in improved confidence for your employees working with customers that deliver better outcomes for your business. \nLearn more about the course and secure tickets at the link below.
URL:https://shop.acxpa.com.au/event/customer-service-reception-essentials-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/08/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:20231024T123000
DTEND;TZID=Australia/Melbourne:20231024T163000
DTSTAMP:20260423T044148
CREATED:20230524T095106Z
LAST-MODIFIED:20230616T034029Z
UID:10000126-1698150600-1698165000@shop.acxpa.com.au
SUMMARY:How to Manage and Lead Contact Centre Employees (October 2023)
DESCRIPTION:How to Manage and Lead Contact Centre Employees (October 2023)\nThere is overwhelming evidence that businesses that focus on improving the Employee Experience (EX) outperform organisations that don’t. \nAnd while that may not be an earth-shattering revelation\, the reality is the majority of employee engagement surveys conducted continually suggest it’s an area most organisations are not performing well at. \nDrawing from our work with Contact Centre Managers & Team Leaders around the world\, we designed this How to Lead and Manage Contact Centre Employees October 2023 training course to help Team Leaders and managers understand the practices\, behaviours & practical ideas to lead\, engage and create a better experience for their employees (e.g. Employee Experience). \nThe four online modules (each four hours in duration) will provide participants with the skills to create amazing workplaces arming them with the critical components that make a great leader: \n\nLeadership and Management\nEmpowering Team Leaders to succeed\nPerformance management & conversations\nEmployee Engagement and Culture\n\nThe modules are a combination of theory\, great stories\, lots of practice and of course\, all delivered in a fun and welcoming environment that will ensure that you’ll be ready to put your skills straight to work with confidence at the end of the course. \nDelivered by global expert Daniel Ord\, this is one course not to be missed for anyone looking to be a world-class contact centre leader. \nLearn more about the course and secure your ticket on the link below.
URL:https://shop.acxpa.com.au/event/how-to-manage-and-lead-contact-centre-employees-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/How-to-Manage-and-Lead-Contact-Centre-Agents.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231017T130000
DTEND;TZID=Australia/Melbourne:20231019T160000
DTSTAMP:20260423T044148
CREATED:20230726T075516Z
LAST-MODIFIED:20230726T075516Z
UID:10000156-1697547600-1697731200@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (October 2023)
DESCRIPTION:Customer Service Phone Professionals October 2023 Training Course\nHave your employees ever been taught professional call-handling skills by customer service experts? \nMost people working in a customer service role have just ‘learnt on the job’\, so the October 2023 Customer Service Phone Professionals training course is designed to provide your employees with advanced customer service skills to deliver superior phone experiences day after day\, call after call. \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! \nDelivered over 3 x 3-hour sessions (for a total of 9 hours of training) by an industry professional\, we’ll teach your employees a structured yet natural approach (no scripts!) that is aligned to 18 core competencies that are proven to improve customer satisfaction no matter how you measure it\, i.e. First Contact Resolution\, Customer Satisfaction\, Net Promoter Score\, Call Quality\, Employee Engagement or just happier customers! \nYour staff will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance and encourage your employees to be themselves\, resulting in improved engagement\, increased efficiency and increased effectiveness on every customer interaction. \nUnlock the superstars in your team and empower them with premium call-handling skills that will assist them in dealing with any inbound enquiry or customer type for any industry\, product or service! \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 to learn and apply their new skills in between sessions and minimise the impact of off-phone learning. \nPrivate courses can also be delivered (just for your employees) that enable greater flexibility with the course dates\, times and duration (e.g. we could deliver it over 2 x 4.5-hour sessions or a single full-day session) – contact us for further information. \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. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/07/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:20231010T130000
DTEND;TZID=Australia/Melbourne:20231010T160000
DTSTAMP:20260423T044148
CREATED:20230818T230824Z
LAST-MODIFIED:20230818T230847Z
UID:10000174-1696942800-1696953600@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (October 2023)
DESCRIPTION:Customer Service Phone Essentials course (October 2023)\nThe October 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 program has been three decades in the making and is based on the ACXPA Quality Insights Score framework\, leveraging the insights and assessment of more than 50\,000 phone calls to determine the skills and competencies directly linked to impacting performance. \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 acknowledging and empathising with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership to satisfy both a customer’s emotional and transactional needs. \nThe modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/08/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:20231010T090000
DTEND;TZID=Australia/Melbourne:20231012T170000
DTSTAMP:20260423T044148
CREATED:20221125T082125Z
LAST-MODIFIED:20230523T020638Z
UID:10000049-1696928400-1697130000@shop.acxpa.com.au
SUMMARY:WFM for Practitioners (October 2023)
DESCRIPTION:WFM for Practitioners October 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 October 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 October 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-october-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-1-4.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231006T100000
DTEND;TZID=Australia/Melbourne:20231006T120000
DTSTAMP:20260423T044148
CREATED:20230303T012704Z
LAST-MODIFIED:20230728T025815Z
UID:10000097-1696586400-1696593600@shop.acxpa.com.au
SUMMARY:Customer Journey Mapping (October 2023)
DESCRIPTION:October 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 week over 4 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\n  \nLearn more and secure your ticket on the link below.
URL:https://shop.acxpa.com.au/event/customer-journey-mapping-october-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-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20231005T123000
DTEND;TZID=Australia/Melbourne:20231006T170000
DTSTAMP:20260423T044148
CREATED:20230725T044936Z
LAST-MODIFIED:20230725T044936Z
UID:10000154-1696509000-1696611600@shop.acxpa.com.au
SUMMARY:Email Customer Service (October 2023)
DESCRIPTION:Email Customer Service (October 2023) Training Course\nThe Email Customer Service (October 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 (October 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-october-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/07/Email-Customer-Service-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230920T130000
DTEND;TZID=Australia/Melbourne:20230920T160000
DTSTAMP:20260423T044148
CREATED:20230818T235803Z
LAST-MODIFIED:20231118T050344Z
UID:10000175-1695214800-1695225600@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (September 2023)
DESCRIPTION:September 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 and over 30 years of training\, coaching and assessing. \n6 Included Modules:\nThe modules are designed to have an immediate impact on the confidence in your employees dealing with customers and deliver improved customer service for your business. \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. \nThe modules are designed to have an immediate impact in improved confidence for your employees working with customers that deliver better outcomes for your business. \nLearn more about the course and secure tickets at the link below.
URL:https://shop.acxpa.com.au/event/customer-service-reception-essentials-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/08/Customer-Service-Reception-Essentials-course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230919T123000
DTEND;TZID=Australia/Melbourne:20230919T153000
DTSTAMP:20260423T044148
CREATED:20230818T230535Z
LAST-MODIFIED:20230818T230636Z
UID:10000173-1695126600-1695137400@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (September 2023)
DESCRIPTION:Customer Service Phone Essentials course (September 2023)\nThe September 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 program has been three decades in the making and is based on the ACXPA Quality Insights Score framework\, leveraging the insights and assessment of more than 50\,000 phone calls to determine the skills and competencies directly linked to impacting performance. \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 acknowledging and empathising with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership to satisfy both a customer’s emotional and transactional needs. \nThe modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/08/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:20230914T123000
DTEND;TZID=Australia/Melbourne:20230914T163000
DTSTAMP:20260423T044148
CREATED:20230524T011600Z
LAST-MODIFIED:20230727T200211Z
UID:10000124-1694694600-1694709000@shop.acxpa.com.au
SUMMARY:How to Assess and Coach Contact Centre Agent Performance (September 2023)
DESCRIPTION:How to Assess and Coach Contact Centre Agents (September 2023) training course\nThe How to Assess and Coach Contact Centre Agent Performance September 2023 training course is designed to equip Team Leaders with the skills and confidence to coach including the business reasons for why coaching is so important as well as practical guidelines for how (and why) you need to make time for coaching\, different approaches to coaching and the ‘how-to’ of coaching successfully using a 7-Step Coaching Process that has been used to successfully train thousands of Team Leaders around the world. \nParticipants are provided with insights and ideas to measure individual and Team Performance across both Quality and Productivity dimensions and they’ll leave this course with newfound confidence in how to manage both the ‘easy’ and more ‘challenging’ Coaching situations. \nDelivered by global Contact Centre expert Daniel Ord\, you can be assured this training is global best practice and it will provide Team Leaders with the skills they can implement immediately! \nTwo half-day (4-hour) sessions with four core modules:\nThis is one of our most popular workshops – because it’s practical\, full of insight and helps people improve their coaching skills – right away! We work through four interconnected and insight-rich modules across our two 4-hour sessions. \nSession 1\nModule 1. Team Leader Roles & Responsibilities\n\nAnalysing Team Leader roles & responsibilities\nThe 5 categories of roles & responsibilities\nConsidering where a Team Leader should be spending their time\nHow to evaluate contact centre agents across both Productivity & Quality dimensions\n\nModule 2. Monitoring practices that work\n\nThe 4 Strategic Objectives for Monitoring\nThe 5 Classic Forms of Monitoring\nThe Customer Service Vision and why it matters\nWhat goes into selecting\, defining & measuring Performance Standards\n\nSession 2\nModule 3. Calibration and getting on the same page\n\nDefining the who/what/when and how of Calibration\nThe 4 levels of Calibration and how each one works\nWhy Customer Satisfaction & Monitoring scores don’t always agree\n\nModule 4. Coaching Practices that work\n\nThe definition of Coaching\nCoaching best practices\nUsing Level 2 coaching to change behaviour\nThe 7-Step Process for Level 2 coaching\n\n  \nLearn more about the course and secure your tickets on the link below.
URL:https://shop.acxpa.com.au/event/how-to-assess-and-coach-contact-centre-agent-performance-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/How-to-assess-and-coach-contact-centre-agents-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230912T130000
DTEND;TZID=Australia/Melbourne:20230914T160000
DTSTAMP:20260423T044148
CREATED:20230726T071549Z
LAST-MODIFIED:20230726T071737Z
UID:10000155-1694523600-1694707200@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (September 2023 )
DESCRIPTION:Customer Service Phone Professionals September 2023 Training Course\nHave your employees ever been taught professional call-handling skills by customer service experts? \nMost people working in a customer service role have just ‘learnt on the job’\, so the September 2023 Customer Service Phone Professionals training course is designed to provide your employees with advanced customer service skills to deliver superior phone experiences day after day\, call after call. \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! \nDelivered over 3 x 3-hour sessions (for a total of 9 hours of training) by an industry professional\, we’ll teach your employees a structured yet natural approach (no scripts!) that is aligned to 18 core competencies that are proven to improve customer satisfaction no matter how you measure it\, i.e. First Contact Resolution\, Customer Satisfaction\, Net Promoter Score\, Call Quality\, Employee Engagement or just happier customers! \nYour staff will be coached to progressively learn\, build and apply new habits and skills that will transform their psychology and performance and encourage your employees to be themselves\, resulting in improved engagement\, increased efficiency and increased effectiveness on every customer interaction. \nUnlock the superstars in your team and empower them with premium call-handling skills that will assist them in dealing with any inbound enquiry or customer type for any industry\, product or service! \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 to learn and apply their new skills in between sessions and minimise the impact of off-phone learning. \nPrivate courses can also be delivered (just for your employees) that enable greater flexibility with the course dates\, times and duration (e.g. we could deliver it over 2 x 4.5-hour sessions or a single full-day session) – contact us for further information. \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. \nLearn more about the course and secure your tickets on the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-phone-professionals-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/07/Customer-Service-Phone-Professionals-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230907T123000
DTEND;TZID=Australia/Melbourne:20230907T170000
DTSTAMP:20260423T044148
CREATED:20230602T091453Z
LAST-MODIFIED:20230814T102315Z
UID:10000133-1694089800-1694106000@shop.acxpa.com.au
SUMMARY:Quality Frameworks for Contact Centres (September 2023)
DESCRIPTION:Quality Frameworks for Contact Centres (September 2023)\nThere is certainly no shortage of metrics available to measure quantitative performance in a contact centre – from the number of phone calls\, wait times\, Average Handle Time\, adherence\, occupancy\, and so on there are literally hundreds of different metrics to choose from. \nBut when it comes to measuring quality in the contact centre\, it’s where things really get tough. \nThere is no ‘off-the-shelf program you can purchase and there is no magic silver bullet in magically fixing all your quality issues in a contact centre. \nThe Quality Framework for Contact Centres September 2023 training course is completely agnostic and is not aligned with any technology vendors or consulting businesses trying to push their own agenda. It’s built on solid foundations of over 30 years of experience in global best-practice quality assurance programs in contact centres. \nCan you answer these questions?\nWhat is the standard greeting? Is a scoring mechanism of 1 to 5 or 1 to 10 better? Are you trying to achieve a fast and efficient service or provide a friendly service? What does good sound like? If you don’t ID the customer\, is that an automatic fail? Should you ask if there is anything else you can do to assist at the end of a call? How do we improve the quality of our customer service? \nHaving a robust QA framework for your Contact Centre is the answer to all these questions and so much more! \nThe course is delivered by global expert Daniel Ord and with an average review rating of 4.9/5 over the past 5 years\, you can be assured it’s a course that provides maximum value! \nTwo powerful workshops\nThe Quality Framework for Contact Centres (September 2023) training course is delivered online over two powerful workshops\, each approximately 4.5 hours in duration for a total of 9 hours of facilitated live learning. \nWorkshop 1\nModule 1: Decide what kind of service you plan to deliver\nThere isn’t one standard size\, flavour or type of service.  And people don’t necessarily know what their Customer Service is supposed to look like. It’s a leadership responsibility to define what kind of Service we deliver around here. \n\nUnderstanding how to use the Organization’s Mission\, Vision and Values\nCreating a Service Vision to guide your decisions & create alignment\nUnderstanding the 3 Sources of input for choosing Quality Standards\nUnderstanding the role of Customer Expectations for specific types of service and interactions and how to map those expectations into defining your Performance Standards\nIdentifying the difference between Activity-Based and Outcome-Based Standards and why that matters to your performance\nThe role of Journeys & Touchpoints\nThe Customer Experience Pyramid and how to use it\n\nModule 2: Standards & Forms – building the foundation\nForms are meant to guide everyone to the best possible performance for the kind of service you’ve selected. So documenting standards clearly – and designing forms that are clear and usable – means better outcomes for your QA program. \n\nUnderstanding Compliance based measures vs. Calibre based measures and why it matters\nUnderstand how to document Performance Standards clearly and effectively to ensure calibration both within and external to the Contact Centre & Customer touchpoints\nImportant considerations for your Monitoring Form\nEvaluate the samples provided\n\nWorkshop 2\nModule 3: Monitoring & Calibration practices that work\nMonitoring provides the data and calibration ensures equity & fairness. Let’s talk about how to set up your monitoring & calibration practices. \n\nDefining Monitoring\nDeciding the objectives for Monitoring\nThe 5 classic methods for Monitoring and how to craft a mix\nDefining Calibration and conducting effective calibration sessions\nThe 4 levels of Calibration\n\nModule 4:  Coaching & Development practices that work\n\nDefining Transaction Coaching and how it compares to ‘coaching’\nThe role of the Scorecard vs. the role of Future Coaching\nThe job functions of today’s Quality Assurance\nThe job functions of today’s Team Leader\nQA vs. Team Leader – who does what?\nTrend reporting – how to use it\nThe basics of a Transaction Coaching session\nSelf-coaching – when and how it works\n\nThe trainer for the Quality Framework for Contact Centres (September 2023) training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world with an average review score of 4.9/5.0 \nClick the button below to learn more and secure your tickets.
URL:https://shop.acxpa.com.au/event/quality-frameworks-for-contact-centres-september-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/06/Quality-Framework-for-Contact-Centres-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230906T090000
DTEND;TZID=Australia/Melbourne:20230906T170000
DTSTAMP:20260423T044148
CREATED:20221128T025327Z
LAST-MODIFIED:20230523T014616Z
UID:10000058-1693990800-1694019600@shop.acxpa.com.au
SUMMARY:Real-Time WFM for Contact Centre Analysts (September 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 September 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. \nPlease note: 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-september-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.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230829T123000
DTEND;TZID=Australia/Melbourne:20230829T170000
DTSTAMP:20260423T044148
CREATED:20230521T113510Z
LAST-MODIFIED:20230727T082140Z
UID:10000123-1693312200-1693328400@shop.acxpa.com.au
SUMMARY:Customer Experience (CX) Management Training (August 2023)
DESCRIPTION:Customer Experience Management Fundamentals (August 2023)\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 the Customer Experience Management August 2023 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 leading CX Trainers in the world. \nThis course is considered the Gold Standard primarily because of that reason – Daniel Ord. As you’ll notice in the testimonials\, Daniel is globally recognised as one of the industry’s most dynamic\, knowledgeable and engaging trainers. \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. \nIn this course\, you’ll learn about the FIVE core CX 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. \nTo learn more about the course and secure your ticket click the link below.
URL:https://shop.acxpa.com.au/event/customer-experience-cx-management-training-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Training-Course-for-Customer-Experience-Management.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230816T090000
DTEND;TZID=Australia/Melbourne:20230816T120000
DTSTAMP:20260423T044148
CREATED:20230520T225514Z
LAST-MODIFIED:20230616T033751Z
UID:10000117-1692176400-1692187200@shop.acxpa.com.au
SUMMARY:Customer Service Reception PRO (August 2023)
DESCRIPTION:Customer Service Reception PRO (August 2023) Course Overview\nThe Customer Service Reception PRO (August 2023 ) 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\, positively impacting 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 August 2023 Customer Service Reception PRO course is designed first to 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 sequentially\, building 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 your staff’s anxiety in handling those tough situations but also help your business by reducing the number of frustrated customers. \nPlenty of role-playing and practice is 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. \nModules Overview\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 and 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-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Customer-Service-Reception-Pro-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230809T130000
DTEND;TZID=Australia/Melbourne:20230809T160000
DTSTAMP:20260423T044148
CREATED:20230521T000554Z
LAST-MODIFIED:20230616T034209Z
UID:10000121-1691586000-1691596800@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Essentials (August 2023)
DESCRIPTION:Inbound Phone Sales Essentials (August 2023) Training course\nThe Inbound Phone Sales Essentials (August 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-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/05/Acxpa-Inbound-Phone-Sales-Essentials-Training-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230809T090000
DTEND;TZID=Australia/Melbourne:20230811T120000
DTSTAMP:20260423T044148
CREATED:20240208T111800Z
LAST-MODIFIED:20240208T111800Z
UID:10000119-1691571600-1691755200@shop.acxpa.com.au
SUMMARY:Inbound Phone Sales Professional Course (August 2023)
DESCRIPTION:Inbound Phone Sales Professional Course (August 2023)\nThe Inbound Phone Sale Professional (August 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 a 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/ainbound-phone-sales-profesional-course-august-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:20230808T090000
DTEND;TZID=Australia/Melbourne:20230810T170000
DTSTAMP:20260423T044148
CREATED:20221125T081011Z
LAST-MODIFIED:20230523T020549Z
UID:10000048-1691485200-1691686800@shop.acxpa.com.au
SUMMARY:WFM for Practitioners (August 2023)
DESCRIPTION:WFM for Practitioners (August 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 August 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 August 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-august-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-1-3.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230803T123000
DTEND;TZID=Australia/Melbourne:20230803T163000
DTSTAMP:20260423T044148
CREATED:20230403T061708Z
LAST-MODIFIED:20230727T203731Z
UID:10000106-1691065800-1691080200@shop.acxpa.com.au
SUMMARY:Live Chat course for Customer Service staff (August 2023)
DESCRIPTION:August 2023 Live Chat course for Customer Service staff\nToday\, the use of Live Chat conversations is growing amongst the Contact Centre\, Digital Service and Customer Service industry as customers continue to use different channels to engage with your business using communication channels that are most convenient to them. \nUnlike voice/phone conversations which have their own set of skill requirements\, there are some unique considerations for handling customers who choose to use Live Chat to contact your organisation. \nAs this form of contact is in writing\, most organisations are highly sensitive with regard to the protection of their brand and image\, as well as overall courtesy and writing skills. \nThis August 2023 Live Chat Customer Service training course is designed to assist frontline employees who handle live chat interactions whether it’s a contact centre agent\, customer service employee etc. \nWe address the role of Live Chat in the Customer Experience\, the 5 most important mistakes to avoid\, the use and abuse of pre-scripted functionality and the overall 4-Step structure that delivers best-practice live chat customer interactions. \nThe August 2023 Live Chat course for customer service is facilitated by global expert Daniel Ord and is delivered over two x four-hour online sessions. \nThree included modules:\nModule 1: Expectations\, Alignment and Customer Access\nWhilst we spend the bulk of this course teaching employees how to have great live chat conversations\, it always helps to have a big picture of what you want to achieve.  A purpose\, a mission – a vision.  Call it what you will. \nModule 2. Hygiene Factors for Live Chat\nHygiene factors are the basics.  Getting the basics right is expected.  But getting the basics wrong is all too easy sometimes. \nIn this section\, we cover what those basics are and how to make sure they stay in tip-top shape. \nModule 3. The Four-Step Process for Managing Live Chat Conversations \nNow comes the fun part! This is where we spend most of our time on this course – learning how to have great conversations on Live Chat.  Our 4-part structure along with practical tips at each step of the way makes it possible. \nLearn more about the course and secure your ticket on the link below.
URL:https://shop.acxpa.com.au/event/live-chat-course-for-customer-service-staff-august-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/04/Live-Chat-course-for-Customer-Service-staff.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230802T130000
DTEND;TZID=Australia/Melbourne:20230802T160000
DTSTAMP:20260423T044148
CREATED:20230520T234712Z
LAST-MODIFIED:20230616T034259Z
UID:10000120-1690981200-1690992000@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (August 2023)
DESCRIPTION:Customer Service Phone Essentials course (August 2023)\nThe August 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 acknowledging and empathising with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership 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-august-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:20230802T090000
DTEND;TZID=Australia/Melbourne:20230804T120000
DTSTAMP:20260423T044148
CREATED:20230520T231521Z
LAST-MODIFIED:20230616T033716Z
UID:10000118-1690966800-1691150400@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (August 2023)
DESCRIPTION:Customer Service Phone Professionals August 2023 Training Course\nDo you need to improve the customer service skills of your frontline employees? \nThe Customer Service Phone Professionals August 2023 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 to learn and apply their new skills in between sessions and minimise the impact of off-phone learning. \nPrivate courses can also be delivered (just for your employees) that enable greater flexibility with the course dates\, times and duration (e.g. we could deliver it over 2 x 4.5-hour sessions or a single full-day session) – contact us for further information. \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-august-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;TZID=Australia/Melbourne:20230727T123000
DTEND;TZID=Australia/Melbourne:20230728T163000
DTSTAMP:20260423T044148
CREATED:20230321T102908Z
LAST-MODIFIED:20230523T014351Z
UID:10000105-1690461000-1690561800@shop.acxpa.com.au
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:20230719T130000
DTEND;TZID=Australia/Melbourne:20230719T160000
DTSTAMP:20260423T044148
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:20230713T123000
DTEND;TZID=Australia/Melbourne:20230714T170000
DTSTAMP:20260423T044148
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:20260423T044148
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:20260423T044148
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:20260423T044148
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
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DTSTART;TZID=Australia/Melbourne:20230705T130000
DTEND;TZID=Australia/Melbourne:20230705T160000
DTSTAMP:20260423T044148
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
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DTSTART;TZID=Australia/Melbourne:20230705T090000
DTEND;TZID=Australia/Melbourne:20230707T120000
DTSTAMP:20260423T044148
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
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