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DTSTART;TZID=Australia/Melbourne:20230419T130000
DTEND;TZID=Australia/Melbourne:20230419T160000
DTSTAMP:20260423T094219
CREATED:20221221T003636Z
LAST-MODIFIED:20221221T003636Z
UID:10000082-1681909200-1681920000@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (April 2023)
DESCRIPTION:April 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-april-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Essentials-course-2.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230419T093000
DTEND;TZID=Australia/Melbourne:20230421T123000
DTSTAMP:20260423T094219
CREATED:20230215T224013Z
LAST-MODIFIED:20230215T224045Z
UID:10000093-1681896600-1682080200@shop.acxpa.com.au
SUMMARY:April 2023 Inbound Sales Phone Professional Course
DESCRIPTION:Inbound Sales Phone Professional Course\nThe April 2023 Inbound Sales Phone Professional Training course will teach your phone-based employees (e.g. call centre\, phone sales\, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product\, service or industry. \nThe five core competencies and specific behaviours within the Five Degrees methodology will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy. \nThe Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers. \nIt’s sales from a service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customer’s contact you looking for solutions to their needs. \nDelivered over 3 x 3-hour sessions to minimise operational impact\, we’ll teach a structured\, yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers that will result in increased sales opportunities. \nNot only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling\, but they’ll be armed with a set of behaviours that will deliver improved job satisfaction and business outcomes. \nCore Modules include:\n1. Engage\nAn exploration of why customers buy; the first 30 seconds of conversation to personalise; How to build trust as the foundation for customer buying decisions. \n2. Energy\, Empathy & Resilience\nBreathing\, the power of the pause to sell in the silence\, staying resilient in the face of repetition\, vibrant delivery with empathy. \n3. A Bridge to Conversation\nHow to build and execute multiple 3-part bridging statements that manage customer expectations around your sales method to solidify trust and transition the call into a targeted conversation. \n4. Discover\nA deep exploration and practice in the art of conversation to get customers to reveal key insights into what they want to achieve and exactly what they need from you to make a decision to buy. \n5. Educate & Close\nHow to paint pictures in the mind of the customer with your words as to how your product/service will deliver what they wanted to achieve; how to ask for the business; how to validate the buying decision; how to show true appreciation to finish the call. \n6. Bring it Together\nPractice of entire calls; individual progress updates; priority next steps and action plans; Certificate of Achievement awarded! \n 
URL:https://shop.acxpa.com.au/event/april-2023-inbound-sales-phone-professional-course/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/02/Inbound-Sales-Phone-Professional-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230418T123000
DTEND;TZID=Australia/Melbourne:20230418T163000
DTSTAMP:20260423T094219
CREATED:20221011T031539Z
LAST-MODIFIED:20230412T234720Z
UID:10000027-1681821000-1681835400@shop.acxpa.com.au
SUMMARY:Contact Centre Management Fundamentals (April 2023)
DESCRIPTION:Contact Centre Management Fundamentals (April 2023) training course\nTop-rated course with an average review score of 5/5! ⭐️⭐️⭐️⭐️⭐️ \nThe Contact Centre Management Fundamentals (April 2023) training course teaches global best-practice contact centre operations to improve the performance of any inbound contact centre. \nFacilitated by Daniel Ord\, from OmniTouch International – this is the gold standard for contact centre management training across the world regardless of the size\, location or industry of your contact centre. \nDaniel is a world leader when it comes to contact centre training and he brings his wealth of experience\, passion and extensive qualifications to show you how you can transform your own contact centre operations. \nNot only will you learn the leading contact centre management strategies to empower your team to generate improved customer experiences combined with efficiency\, but you’ll be equipped with the practical skills you need to immediately start to implement everything that you learn delivering an immediate return on your investment. \nImportantly\, this course is completely agnostic – it is not associated with any vendors\, associations\, consulting groups etc pushing their own agendas. It is based on industry best-practice and it will provide you with skills and knowledge that can be implemented effectively into any inbound contact centre to improve performance. \n4 x 4-Hour Modules \nThe Contact Centre Manager Fundamentals course is delivered live via Zoom across 4 x 4-hour online modules. \nThe four modules are delivered across four consecutive days to maximise learning effectiveness. \nRegular breaks are included to ensure you can maintain focus throughout the course and with just half the day committed to learning\, there is still some bandwidth left to enable you to stay on top of any pressing issues. \nModule 1: Begin at the Beginning – Customer Wait Time\nFor the Contact Centre to achieve Customer\, Employee & Organisational goals requires a masterly level understanding of Service Level\, Response Time and associated Wait Time metrics. \nWe share the practices that matter – and the ones that don’t.  Along with Service Level Recovery plans\, interpreting Readerboard data and improving queue management in real-time. \nModule 2: Measuring Contact Centre Success\nWhat is ‘efficiency’ in a Contact Centre?  Setting & measuring the right KPIs for different job roles is a senior management responsibility.  Because when you get it right – you get great performance. \nWhen it’s not right – or based on a misaligned understanding of how Contact Centres really work – you get barriers to performance. \nAnd we share our popular Agent & Team Leader P\, Q & A performance system – so easy to understand and explain it helps transform Contact Centre performance almost immediately. \nModule 3: Forecasting Practices\nHealthy Workforce Management practices are foundational to Centre success.  While not everyone needs to ‘do’ WFM\, everyone needs to understand what is involved and how they contribute to success. \nTime Series Forecasting\, Bottoms Up Forecasting\, Blending in Judgement – we cover the essentials so everyone can do their part when it comes to WFM. \nNote: If you want to deep-dive into WFM we recommend the WFM for Practitioners course. \nModule 4: Contact Centre University\nIf there were a Contact Centre University\, these topics would be included in the curriculum – the Immutable Laws\, the role & use of Erlang C\, Shrinkage\, using the Response Time Formula and of course the right way to budget Contact Centre Labour. \nYou’ll gain a solid understanding of how to articulate the Contact Centre complexities to both senior management and your own Team Members.
URL:https://shop.acxpa.com.au/event/contact-centre-management-fundamentals-april-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/10/call-centre-manager-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230418T090000
DTEND;TZID=Australia/Melbourne:20230420T170000
DTSTAMP:20260423T094219
CREATED:20221125T074824Z
LAST-MODIFIED:20230303T090445Z
UID:10000046-1681808400-1682010000@shop.acxpa.com.au
SUMMARY:April 2023 WFM for Practitioners
DESCRIPTION:WFM for Practitioners Training Course\nSold out! Click here to see next available dates > \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 April 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 April 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/april-2023-wfm-for-practitioners/
LOCATION:Zoom
CATEGORIES:Site Tour
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/WFM-for-Practitioners-online-training-course-1-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230413T123000
DTEND;TZID=Australia/Melbourne:20230413T170000
DTSTAMP:20260423T094219
CREATED:20221123T070952Z
LAST-MODIFIED:20221123T122549Z
UID:10000043-1681389000-1681405200@shop.acxpa.com.au
SUMMARY:Quality Framework for Contact Centres April 2023
DESCRIPTION:Quality Framework for Contact Centres April 2023 Training Course\nThere is certainly no shortage of metrics available to measure quantitative performance in a contact centre – from the number of phone calls\, wait times\, 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 April 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 April 2023 training course is delivered online over 2 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 April 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 you can be assured your training is world-class.
URL:https://shop.acxpa.com.au/event/quality-framework-for-contact-centres-april-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/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:20230412T130000
DTEND;TZID=Australia/Melbourne:20230412T160000
DTSTAMP:20260423T094219
CREATED:20230317T051309Z
LAST-MODIFIED:20230317T051309Z
UID:10000103-1681304400-1681315200@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (April 2023)
DESCRIPTION:Customer Service Phone Essentials course (April 2023)\nThe April 2023 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course perfect for new starters who need to learn the basics of good customer service or for existing employees who are a little stale and have never been taught the fundamentals. \nThe course goes beyond traditional customer service training tropes such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’. \nThis is a program that has been three decades in the making. It leverages the insights and assessment of more than 50\,000 phone calls and a nearly 30-year career spent training and coaching phone customer service skills and is facilitated live by Simon Blair\, Australia’s leading customer service phone training expert. \nIncluded Modules\n1. How to Engage\nHow to create a strong first impression and impact at the start of any phone call by showing strong ownership and intent\, managing expectations and building trust and confidence to set up the call for success. \n2. How to Close\nHow to create a lasting final impression and confident finish to conversations through a simple method of strong final checks\, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward\, clunky finishes. \n3. How to Educate\nParticipants learn how to proactively educate customers through consistent checks of understanding and comfort with key information provided. to gain verbal nods and insight to make good judgements as to what else is needed. \n4. Energy & Empathy\nExploration of the critical phone communication techniques and underlying psychology behind how to acknowledge and empathise with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership in order to satisfy both a customer’s emotional and transactional needs.
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-april-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/Customer-Service-Phone-Essentials-training-course-in-Australia.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230412T090000
DTEND;TZID=Australia/Melbourne:20230414T120000
DTSTAMP:20260423T094219
CREATED:20230317T031508Z
LAST-MODIFIED:20230317T031508Z
UID:10000101-1681290000-1681473600@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (April 2023)
DESCRIPTION:Customer Service Phone Professionals Training Course (April 2023)\nDo you need to improve the customer service skills of your frontline employees? \nOur April 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-april-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2023/03/Customer-Service-Phone-Professionals-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230322T130000
DTEND;TZID=Australia/Melbourne:20230322T160000
DTSTAMP:20260423T094219
CREATED:20221223T210731Z
LAST-MODIFIED:20221223T210731Z
UID:10000086-1679490000-1679500800@shop.acxpa.com.au
SUMMARY:Customer Service Reception PRO (March 2023)
DESCRIPTION:March 2023 Customer Service Reception PRO Course Introduction\nThe March 2023 Customer Service Reception PRO course is designed to equip your employees with advanced face-to-face\, phone & email customer service skills to deliver superior customer experiences day after day\, customer after customer. \nThe course is suitable for all employees who are expected to deal with customers in their day-day roles including receptionists\, office administration\, front-of-house employees in medical/dental/veterinary practices and so on. \nThe course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal operational impact. \nYour employees will progressively learn\, build and apply new habits and skills that will transform their psychology and performance that will positively impact your customers and business like never before. \nThis course has been developed and is delivered live by Simon Blair\, and having been refined over decades of training customer service staff in diverse roles and industries\, it’s not just a course full of theory – it’s designed to deliver immediate results! \n9 Course Modules\nThe March 2023 Customer Service Reception PRO course is designed to first influence the psychology of participants to start viewing service from a customer perspective rather than their own internal\, operational mindset. Then the service experience model that forms the basis of the program\, ‘The 5 Degrees of Customer Experience’\, is introduced in a sequenced manner that builds competency and new habits in a staged approach. \nWe’ve also included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations\, but it will also help your business by reducing the number of frustrated customers. \nThere’s plenty of role-playing and practice built in to ensure staff can put their new skills to work with the practice conducted in a safe\, fun and welcoming online environment. \nAt the end of the course\, trainees will be provided with a certificate of achievement and most importantly\, be empowered with new skills that will help them succeed in their role. \n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Customer Experience\nIntroduction & exploration of the Five Degrees of Customer Experience service model. \n3. Engage\nHow to create strong first impressions & have an immediate impact from the start of any face-to-face or phone customer interaction. \n4. Discover\nLearn how to be better at starting open conversations then using mirroring and labelling techniques to identify what matters most to customers and their needs from you. \n5. Educate\nHow to provide personalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nHow to finish any conversation with structure and warmth with a dose of gratitude. \n7. Body Language\, Energy & Empathy\nHow to look and sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Email Best Practices\nAn email writing workshop that reveals simple but powerful guidelines and methods for writing clear\, concise & effective email responses that engages the reader and triggers positive emotional responses. \nLearn more about the course and secure your ticket(s) using the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-reception-pro-march-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Pro-course-1-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230317T130000
DTEND;TZID=Australia/Melbourne:20230317T160000
DTSTAMP:20260423T094219
CREATED:20221221T003340Z
LAST-MODIFIED:20221221T003340Z
UID:10000081-1679058000-1679068800@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (March 2023)
DESCRIPTION:March 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. \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-march-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Essentials-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230315T130000
DTEND;TZID=Australia/Melbourne:20230315T160000
DTSTAMP:20260423T094219
CREATED:20221128T074407Z
LAST-MODIFIED:20221128T074407Z
UID:10000062-1678885200-1678896000@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (March 2023)
DESCRIPTION:Customer Service Phone Essentials course\nThe March 2023 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course perfect for new starters who need to learn the basics of good customer service or for existing employees who are a little stale and have never been taught the fundamentals. \nThe course goes beyond traditional customer service training tropes such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’. \nThis is a program that has been three decades in the making. It leverages the insights and assessment of more than 50\,000 phone calls and a nearly 30-year career spent training and coaching phone customer service skills and is facilitated live by Simon Blair\, Australia’s leading customer service phone training expert. \nIncluded Modules\n1. How to Engage\nHow to create a strong first impression and impact at the start of any phone call by showing strong ownership and intent\, managing expectations and building trust and confidence to set up the call for success. \n2. How to Close\nHow to create a lasting final impression and confident finish to conversations through a simple method of strong final checks\, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward\, clunky finishes. \n3. How to Educate\nParticipants learn how to proactively educate customers through consistent checks of understanding and comfort with key information provided. to gain verbal nods and insight to make good judgements as to what else is needed. \n4. Energy & Empathy\nExploration of the critical phone communication techniques and underlying psychology behind how to acknowledge and empathise with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership in order to satisfy both a customer’s emotional and transactional needs.
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-march-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/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:20230309T090000
DTEND;TZID=Australia/Melbourne:20230309T170000
DTSTAMP:20260423T094219
CREATED:20221125T083619Z
LAST-MODIFIED:20230302T235514Z
UID:10000050-1678352400-1678381200@shop.acxpa.com.au
SUMMARY:March 2023 WFM for Contact Centre Team Leaders
DESCRIPTION:Workforce Management for Team Leaders\n\n\nThis course is now sold out! Click here for other available dates >\n\n\nWorkforce Management is an important function in contact centres but one that is often misunderstood by people outside the WFM team. \nDesigned by the team at CallDesign\, this March 2023 WFM for Contact Centre Team Leaders course is designed specifically for call centre team leaders\, managers and anyone with a stake in the workforce management process to help them better understand the challenges involved; the impact on the day of staff movements and strategies that can be put in place to optimise the process. \nThe March 2023 WFM for Contact Centre Team Leaders course is designed to give your managers the tools they need to make better decisions\, encouraging more efficient planning and delivering a better experience for your customers. \nFour Key Modules\n1. Introduction to Workforce Management\n\nThe role of workforce management\nWhy workforce planning is so important\nThe challenges associated with optimising the customer experience\n\n2. Workforce Management 101\n\nForecasting- how and why historical data is analysed and the drivers that influence demand\nScheduling- balancing customer service requirements and meeting service level goals with the scheduling preferences of your staff\nReal-time management/ Service Level Planning – strategies to optimise staffing decisions throughout the day\n\n3. The Power of One\n\nThe impact each individual has on the customer experience\nThe impact on workload\, occupancy and service level when staff are not where they should be\n\n4. Workforce Engagement Management\n\nThe basic principles of staff motivation\nRecognition and rewards strategies\nProven techniques to ensure workforce engagement success
URL:https://shop.acxpa.com.au/event/march-2023-wfm-for-contact-centre-team-leaders/
LOCATION:Zoom
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Workforce-Planning-for-Team-Leaders-in-a-call-centre-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230308T130000
DTEND;TZID=Australia/Melbourne:20230310T160000
DTSTAMP:20260423T094219
CREATED:20221126T014326Z
LAST-MODIFIED:20221126T014522Z
UID:10000055-1678280400-1678464000@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (March 2023)
DESCRIPTION:Customer Service Phone Professionals training course\nDo you need to improve the customer service skills of your frontline employees? \nOur March 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-march-23/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/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:20230302T123000
DTEND;TZID=Australia/Melbourne:20230302T163000
DTSTAMP:20260423T094219
CREATED:20221120T130501Z
LAST-MODIFIED:20221120T140059Z
UID:10000042-1677760200-1677774600@shop.acxpa.com.au
SUMMARY:How to Assess and Coach Contact Centre Agent Performance March 2023
DESCRIPTION:How to Assess and Coach Contact Centre Agents\nThe How to Assess and Coach Contact Centre Agent Performance March 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
URL:https://shop.acxpa.com.au/event/how-to-assess-and-coach-contact-centre-agent-performance-march-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/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:20230301T130000
DTEND;TZID=Australia/Melbourne:20230303T160000
DTSTAMP:20260423T094219
CREATED:20221126T041525Z
LAST-MODIFIED:20221126T044232Z
UID:10000057-1677675600-1677859200@shop.acxpa.com.au
SUMMARY:Inbound Sales Phone Professional Course (March 2023)
DESCRIPTION:Inbound Sales Phone Professional Course\nThe March 2023 Inbound Sales Phone Professional Training course will teach your phone-based employees (e.g. call centre\, phone sales\, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product\, service or industry. \nThe five core competencies and specific behaviours within the Five Degrees methodology will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy. \nThe Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers. \nIt’s sales from a service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customer’s contact you looking for solutions to their needs. \nDelivered over 3 x 3-hour sessions to minimise operational impact\, we’ll teach a structured\, yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers that will result in increased sales opportunities. \nNot only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling\, but they’ll be armed with a set of behaviours that will deliver improved job satisfaction and business outcomes. \nCore Modules include:\n1. Engage\nAn exploration of why customer’s 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! \n 
URL:https://shop.acxpa.com.au/event/inbound-sales-phone-professional-course-march-23/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Inbound-Sales-Phone-Professional-Course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230221T100000
DTEND;TZID=Australia/Melbourne:20230221T130000
DTSTAMP:20260423T094219
CREATED:20221223T044204Z
LAST-MODIFIED:20221223T211522Z
UID:10000085-1676973600-1676984400@shop.acxpa.com.au
SUMMARY:Customer Service Reception PRO (February 2023)
DESCRIPTION:Customer Service Reception PRO Course (February 2023) Course Introduction\nThe February 2023 Customer Service Reception PRO course is designed to equip your employees with advanced face-to-face\, phone & email customer service skills to deliver superior customer experiences day after day\, customer after customer. \nThe course is suitable for all employees who are expected to deal with customers in their day-day roles including receptionists\, office administration\, front-of-house employees in medical/dental/veterinary practices and so on. \nThe course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal operational impact. \nYour employees will progressively learn\, build and apply new habits and skills that will transform their psychology and performance that will positively impact your customers and business like never before. \nThis course has been developed and is delivered live by Simon Blair\, and having been refined over decades of training customer service staff in diverse roles and industries\, it’s not just a course full of theory – it’s designed to deliver immediate results! \n9 Course Modules\nThe February 2023 Customer Service Reception PRO course is designed to first influence the psychology of participants to start viewing service from a customer perspective rather than their own internal\, operational mindset. Then the service experience model that forms the basis of the program\, ‘The 5 Degrees of Customer Experience’\, is introduced in a sequenced manner that builds competency and new habits in a staged approach. \nWe’ve also included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations\, but it will also help your business by reducing the number of frustrated customers. \nThere’s plenty of role-playing and practice built in to ensure staff can put their new skills to work with the practice conducted in a safe\, fun and welcoming online environment. \nAt the end of the course\, trainees will be provided with a certificate of achievement and most importantly\, be empowered with new skills that will help them succeed in their role. \n1. The Psychology of Customers\nAn exploration of what customers want\, what customers need and why. \n2. The Five Degrees of Customer Experience\nIntroduction & exploration of the Five Degrees of Customer Experience service model. \n3. Engage\nHow to create strong first impressions & have an immediate impact from the start of any face-to-face or phone customer interaction. \n4. Discover\nLearn how to be better at starting open conversations then using mirroring and labelling techniques to identify what matters most to customers and their needs from you. \n5. Educate\nHow to provide personalised solutions with proactive checks for improved experiences and resolution. \n6. Close\nHow to finish any conversation with structure and warmth with a dose of gratitude. \n7. Body Language\, Energy & Empathy\nHow to look and sound fresh and engaging whilst projecting confidence and clarity. \n8. Dealing with Difficult Customers\nA powerful 2-step method for responding to challenging customers\, emotions & situations. \n9. Email Best Practices\nAn email writing workshop that reveals simple but powerful guidelines and methods for writing clear\, concise & effective email responses that engages the reader and triggers positive emotional responses. \nLearn more about the course and secure your ticket(s) using the link below. 
URL:https://shop.acxpa.com.au/event/customer-service-reception-pro-february-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Pro-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230215T130000
DTEND;TZID=Australia/Melbourne:20230217T160000
DTSTAMP:20260423T094219
CREATED:20221126T012450Z
LAST-MODIFIED:20221126T013516Z
UID:10000054-1676466000-1676649600@shop.acxpa.com.au
SUMMARY:Customer Service Phone Professionals (February 2023)
DESCRIPTION:Phone Customer Service Professional Training Course\nDo you need to improve the customer service skills of your frontline employees? \nOur February 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-feb-23/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Customer-Service-Phone-Professionals-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230214T100000
DTEND;TZID=Australia/Melbourne:20230214T130000
DTSTAMP:20260423T094219
CREATED:20221221T002846Z
LAST-MODIFIED:20221221T003052Z
UID:10000080-1676368800-1676379600@shop.acxpa.com.au
SUMMARY:Customer Service Reception Essentials (February 2023)
DESCRIPTION:February 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-february-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Customer-Service-Reception-Essentials-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230208T130000
DTEND;TZID=Australia/Melbourne:20230208T160000
DTSTAMP:20260423T094219
CREATED:20221128T070634Z
LAST-MODIFIED:20221128T070634Z
UID:10000061-1675861200-1675872000@shop.acxpa.com.au
SUMMARY:Customer Service Phone Essentials (February 2023 )
DESCRIPTION:Customer Service Phone Essentials (February 2023)\nThe February 2023 Customer Service Phone Essentials course is designed as a short-duration (3-hour) course perfect for new starters who need to learn the basics of good customer service or for existing employees who are a little stale and have never been taught the fundamentals. \nThe course goes beyond traditional customer service training tropes such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’. \nThis is a program that has been three decades in the making. It leverages the insights and assessment of more than 50\,000 phone calls and a nearly 30-year career spent training and coaching phone customer service skills and is facilitated live by Simon Blair\, Australia’s leading customer service phone training expert. \nIncluded Modules\n1. How to Engage\nHow to create a strong first impression and impact at the start of any phone call by showing strong ownership and intent\, managing expectations and building trust and confidence to set up the call for success. \n2. How to Close\nHow to create a lasting final impression and confident finish to conversations through a simple method of strong final checks\, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward\, clunky finishes. \n3. How to Educate\nParticipants learn how to proactively educate customers through consistent checks of understanding and comfort with key information provided. to gain verbal nods and insight to make good judgements as to what else is needed. \n4. Energy & Empathy\nExploration of the critical phone communication techniques and underlying psychology behind how to acknowledge and empathise with customer concerns and objections. \nThey will learn how to diffuse emotion and take ownership in order to satisfy both a customer’s emotional and transactional needs.
URL:https://shop.acxpa.com.au/event/customer-service-phone-essentials-february-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/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:20230207T123000
DTEND;TZID=Australia/Melbourne:20230207T170000
DTSTAMP:20260423T094219
CREATED:20221119T062159Z
LAST-MODIFIED:20221119T223151Z
UID:10000041-1675773000-1675789200@shop.acxpa.com.au
SUMMARY:Customer Experience (CX) Management Training (February 2023)
DESCRIPTION:Customer Experience Management Fundamentals\nWith Customer Experience (CX for short) the hottest topic in business right now\, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX Management leader and drive change based on a customer-centric culture to deliver real\, measurable results. \nIn our February 2023 Customer Experience Management Training course you’ll receive 18 hours of facilitated learning delivered via 4 x 4.5-hour live Zoom sessions\, teaching you the five core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are aligned to globally recognised\, vendor-agnostic\, best-practice techniques. \nAnd if that wasn’t enough\, you’ll learn CX Fundamentals directly from renowned global CX trainer Daniel Ord from OmniTouch International\, one of only a handful of CXPA Recognised Training Providers* in the world. \nThis course is considered the Gold Standard primarily because of one thing – Daniel Ord. As you’ll notice in the testimonials over multiple years\, Daniel is globally recognised as one of the most dynamic\, knowledgeable and engaging trainers in the industry. \nAnd whilst this course serves as the perfect preparation for those thinking of sitting for the CCXP exam (we have a 100% pass mark for those who choose to pursue their CCXP Certification)\, you don’t need to apply for the CCXP exam on completion of this course – you’ll be able to use and apply these global best-practice CX skills with or without an exam. \nWith lots of great case studies\, engaging course content that is constantly updated and fantastic customer reviews you can be assured this is the ideal path to learning global CX practices and processes. \nYou’ll learn the FIVE core CCXP Competencies:\n1: Customer Experience Strategy\nThe CX strategy defines and describes your intended customer experience\, how it links to your overall objectives and how it aligns to your brand values and attributes. \n2: Culture and Accountability \nLearn the building blocks of establishing a customer-centric culture across your business. \n3: Customer Insights and Understanding\nCustomer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research. And ensuring your organisation acts on Customer Insights. \n4: Design\, Implementation & Innovation\nLearn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives. \n5: Metrics\, Measurement and ROI\nLearn how to choose the right CX Metrics and how to do the analysis and get the results out there including data architecture\, Return on Investment and Principles of Customer Valuation. \nThis is a very popular course with small class sizes to maximise learning so book early to avoid disappointment. 
URL:https://shop.acxpa.com.au/event/customer-experience-cx-management-training-february-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Training-Course-for-Customer-Experience-Management-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230207T090000
DTEND;TZID=Australia/Melbourne:20230209T170000
DTSTAMP:20260423T094219
CREATED:20221125T072901Z
LAST-MODIFIED:20221125T082510Z
UID:10000045-1675760400-1675962000@shop.acxpa.com.au
SUMMARY:February 2023 WFM for Practitioners
DESCRIPTION:WFM for Practitioners 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 February 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 February 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/february-2023-wfm-for-practitioners/
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.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230202T123000
DTEND;TZID=Australia/Melbourne:20230203T163000
DTSTAMP:20260423T094219
CREATED:20221115T134729Z
LAST-MODIFIED:20221210T011539Z
UID:10000038-1675341000-1675441800@shop.acxpa.com.au
SUMMARY:February 2023 Managing Difficult Customers
DESCRIPTION:How to Manage Difficult Customers\nThe February 2023 Managing Difficult Customers training course teaches employees how to identify the different types of difficult customers and situations and then how to identify and apply the correct solutions with confidence and increased resilience.  \nFrom learning how to negotiate or how to say NO! effectively and with professionalism\, the Managing Difficult Customers Training Course is the ideal course to help you or your team members handle difficult situations with grace and style.  \nThis course isn’t just a few words and phrases to use – it’s a comprehensive\, high-quality program that’s been refined over decades\, delivered over 2 x 4-hour sessions that will make a lasting lifetime impact. \nThe course is suitable for:\nThe course is suitable for anyone who deals with customers with typical roles including: \n\nContact Centre agents (sales or service)\nCustomer service staff\nRetail/counter staff\nAdministration/Office staff\nEducation/Teachers\nSmall Business owners\nSales/Account Management\nComplaints teams\nTeam Leaders\nManagers\n\nWith a customer review score of 4.8/5\, this course is loved by attendees and will provide them with new-found confidence they can apply immediately! \nCore modules include:\nModule 1. Considering Human Behaviour\n\nUsing Transactional Analysis to understand Customer behaviour and our own behaviour\nThe issue of changing someone else’s character\nThe issue of ‘satisfying’ an Unhappy Customer\n\nModule 2. Classifying the Classic Types of Difficult Situations\nLearn the differences between them all the different types of difficult customers and how to handle them including: \n\nThe Abusive Customer\nThe Irritating Customer\nThe Unhappy Customer\n\nModule 3. Service Skills Requirements \nThe Classic use of Listening: \n\nDeciding whether to use Empathy or Affirmation\nWhat are the 5 levels of Empathy?\nWhat you must do when interacting with someone who is upset\n\nModule 4. Understanding your solution options\nWe’ll teach our proprietary UNER (R) model that will guide you on: \n\nHow to Say YES\nHow to say NO\nHow to explain WHY\nHow to provide a Conditional or Creative YES\nHow and when to Escalate\n\nClick the link below to learn more about the course and to secure your tickets.
URL:https://shop.acxpa.com.au/event/february-2023-managing-difficult-customers/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/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:20230201T130000
DTEND;TZID=Australia/Melbourne:20230203T170000
DTSTAMP:20260423T094219
CREATED:20221126T035620Z
LAST-MODIFIED:20230415T044032Z
UID:10000056-1675256400-1675443600@shop.acxpa.com.au
SUMMARY:Inbound Sales Phone Professional Course (February 2023)
DESCRIPTION:Inbound Sales Phone Professional Course\nThe February 2023 Inbound Sales Phone Professional course will teach your phone-based employees (e.g. call centre\, phone sales\, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product\, service or industry. \nThe five core competencies and specific behaviours within the Five Degrees methodology will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy. \nThe Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers. \nIt’s sales from a service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion\, Customer Satisfaction\, Net Promoter Score\, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customer’s contact you looking for solutions to their needs. \nDelivered over 3 x 3-hour sessions to minimise operational impact\, we’ll teach a structured\, yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers that will result in increased sales opportunities. \nNot only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling\, but they’ll be armed with a set of behaviours that will deliver improved job satisfaction and business outcomes. \nCore Modules include:\n1. Engage\nAn exploration of why customer’s 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! \n 
URL:https://shop.acxpa.com.au/event/inbound-sales-phone-professional-course-feb-23/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Inbound-Sales-Phone-Professional-Course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230201T123000
DTEND;TZID=Australia/Melbourne:20230201T163000
DTSTAMP:20260423T094219
CREATED:20221212T082237Z
LAST-MODIFIED:20230120T193921Z
UID:10000077-1675254600-1675269000@shop.acxpa.com.au
SUMMARY:Introduction to Customer Experience (February 2023)
DESCRIPTION:Introduction to Customer Experience\nThere is a lot said and heard about Customer Experience (CX) professionals but how many people really understand what CX is and what it can do for your business? \nSure\, there are CX professionals out there working to deliver insights that their organisations can use to improve stakeholder value – across customers\, employees & the organisation. \nBut the CX Team typically represent only a few folks across organisations with dozens\, hundreds and even thousands of employees. \nAnd it takes everyone in the company to make great CX outcomes happen. \nAnd what does CX even mean? Even within the industry\, there is often confusion about what customer experience encompasses. \nSo we created this special February 2023 Introduction to Customer Experience course to help everyone understand what CX is (and isn’t).  Because that’s where it begins when you want everyone in your business to contribute to great CX outcomes. \nWhether you’re a busy executive\, board member\, contact centre manager\, work in marketing or are new to a customer experience role\, this course has been designed for you. \nDrawn from our leading CX Management / CCXP Exam Preparation 18-hour workshop\, the February 2023 Introduction to Customer Experience course provides a high-level overview of Customer Experience Management. \nWe cover what CX is\, what it looks like and why it matters.  We’ll also cover how it compares and contrasts to Customer Service (as there is a lot of confusion) so you’ll be able to actively facilitate and engage in CX conversations and understand how CX can improve profitability\, employee engagement and\, of course\, create happier customers. \nOn completing the Introduction to Customer Experience February 2023 course you will: \n\nUnderstand and be able to explain the definition of Customer Experience.\nBe able to describe the essential building blocks of Customer Experience.\nRecognise the difference between Customer Experience and Customer Service and why that matters.\nLearn different models for understanding how Customers perceive their experience.\nUnderstand the importance of having a  CX Vision and the key elements of a CX strategy.\nHave enjoyed a forum for interaction\, sharing and dialogue with others.\n\nThe training is conducted live by global CX expert Daniel Ord\, one of only a handful of Recognised Training Providers in the world for the Customer Experience Professionals Association. \nTo learn more about the course\, and secure your ticket\, click the link below.
URL:https://shop.acxpa.com.au/event/introduction-to-customer-experience-february-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/12/Introduction-to-Customer-Experience-course-online.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20230117T123000
DTEND;TZID=Australia/Melbourne:20230117T163000
DTSTAMP:20260423T094219
CREATED:20221011T022140Z
LAST-MODIFIED:20221106T134234Z
UID:10000026-1673958600-1673973000@shop.acxpa.com.au
SUMMARY:Contact Centre Management Fundamentals (January 2023)
DESCRIPTION:Contact Centre Management Fundamentals (January 2023) training course\nTop-rated course with an average review score of 5/5! ⭐️⭐️⭐️⭐️⭐️ \nThe Contact Centre Management Fundamentals (January 2023) training course teaches global best-practice contact centre operations to improve the performance of any inbound contact centre. \nFacilitated by Daniel Ord\, from OmniTouch International – this is the gold standard for contact centre management training across the world regardless of the size\, location or industry of your contact centre. \nDaniel is a world leader when it comes to contact centre training and he brings his wealth of experience\, passion and extensive qualifications to show you how you can transform your own contact centre operations. \nNot only will you learn the leading contact centre management strategies to empower your team to generate improved customer experiences combined with efficiency\, but you’ll be equipped with the practical skills you need to immediately start to implement everything that you learn. \nImportantly\, this course is completely agnostic – it is not associated with any vendors\, associations\, consulting groups etc pushing their own agendas. It is based on industry best-practice and it will provide you with skills and knowledge that can be implemented effectively into any inbound contact centre to improve performance. \n4 x 4-Hour Modules \nThe Contact Centre Manager Fundamentals course is delivered live via Zoom across 4 x 4-hour online modules. The four modules are delivered across four consecutive days to maximise learning effectiveness. Regular breaks are included to ensure you can maintain focus throughout the course and with just half the day committed to learning\, there is still some bandwidth left to enable you to stay on top of any pressing issues. \nModule 1: Begin at the Beginning – Customer Wait Time\nFor the Contact Centre to achieve Customer\, Employee & Organisational goals requires a masterly level understanding of Service Level\, Response Time and associated Wait Time metrics. \nWe share the practices that matter – and the ones that don’t.  Along with Service Level Recovery plans\, interpreting Readerboard data and improving queue management in real-time. \nModule 2: Measuring Contact Centre Success\nWhat is ‘efficiency’ in a Contact Centre?  Setting & measuring the right KPIs for different job roles is a senior management responsibility.  Because when you get it right – you get great performance. \nWhen it’s not right – or based on a misaligned understanding of how Contact Centres really work – you get barriers to performance. \nAnd we share our popular Agent & Team Leader P\, Q & A performance system – so easy to understand and explain it helps transform Contact Centre performance almost immediately. \nModule 3: Forecasting Practices\nHealthy Workforce Management practices are foundational to Centre success.  While not everyone needs to ‘do’ WFM\, everyone needs to understand what is involved and how they contribute to success. \nTime Series Forecasting\, Bottoms Up Forecasting\, Blending in Judgement – we cover the essentials so everyone can do their part when it comes to WFM. \nNote: If you want to deep-dive into WFM we recommend the WFM for Practitioners course. \nModule 4: Contact Centre University\nIf there were a Contact Centre University\, these topics would be included in the curriculum – the Immutable Laws\, the role & use of Erlang C\, Shrinkage\, using the Response Time Formula and of course the right way to budget Contact Centre Labour. \nYou’ll gain a solid understanding of how to articulate the Contact Centre complexities to both senior management and your own Team Members.
URL:https://shop.acxpa.com.au/event/contact-centre-management-fundamentals-january-2023/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/10/call-centre-manager-training-course-1.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20221206T123000
DTEND;TZID=Australia/Melbourne:20221209T170000
DTSTAMP:20260423T094219
CREATED:20221119T061335Z
LAST-MODIFIED:20221120T001138Z
UID:10000039-1670329800-1670605200@shop.acxpa.com.au
SUMMARY:CX Management Training course (December 2022)
DESCRIPTION:Customer Experience Management Fundamentals\nWith Customer Experience (CX for short) the hottest topic in business right now\, there are significant opportunities for individuals armed with the latest skills to position themselves as a CX Management leader and drive change based on a customer-centric culture to deliver real\, measurable results. \nIn our December 2022 Customer Experience Management Training course you’ll receive 18 hours of facilitated learning delivered via 4 x 4.5-hour live Zoom sessions\, teaching you the five core customer experience management skills and strategies based on the Internationally recognised CCXP certification (Certified Customer Experience Professional) ensuring the skills you learn are aligned to globally recognised\, vendor-agnostic\, best-practice techniques. \nAnd if that wasn’t enough\, you’ll learn CX Fundamentals directly from renowned global CX trainer Daniel Ord from OmniTouch International\, one of only a handful of CXPA Recognised Training Providers* in the world. \nThis course is considered the Gold Standard primarily because of one thing – Daniel Ord. As you’ll notice in the testimonials over multiple years\, Daniel is globally recognised as one of the most dynamic\, knowledgeable and engaging trainers in the industry. \nAnd whilst this course serves as the perfect preparation for those thinking of sitting for the CCXP exam (we have a 100% pass mark for those who choose to pursue their CCXP Certification)\, you don’t need to apply for the CCXP exam on completion of this course – you’ll be able to use and apply these global best-practice CX skills with or without an exam. \nWith lots of great case studies\, engaging course content that is constantly updated and fantastic customer reviews you can be assured this is the ideal path to learning global CX practices and processes. \nYou’ll learn the FIVE core CCXP Competencies:\n1: Customer Experience Strategy\nThe CX strategy defines and describes your intended customer experience\, how it links to your overall objectives and how it aligns to your brand values and attributes. \n2: Culture and Accountability \nLearn the building blocks of establishing a customer-centric culture across your business. \n3: Customer Insights and Understanding\nCustomer understanding is the thing that replaces everyone’s best guess about customers with real actionable insights using qualitative and quantitative research. And ensuring your organisation acts on Customer Insights. \n4: Design\, Implementation & Innovation\nLearn how to create new experiences or modify existing experiences that will help Stakeholders achieve their objectives. \n5: Metrics\, Measurement and ROI\nLearn how to choose the right CX Metrics and how to do the analysis and get the results out there including data architecture\, Return on Investment and Principles of Customer Valuation. \nThis is a very popular course with small class sizes to maximise learning so book early to avoid disappointment. 
URL:https://shop.acxpa.com.au/event/cx-management-training-course-december-2022/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/11/Training-Course-for-Customer-Experience-Management-.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20221123T130000
DTEND;TZID=Australia/Melbourne:20221123T160000
DTSTAMP:20260423T094220
CREATED:20221006T123631Z
LAST-MODIFIED:20221106T132849Z
UID:10000025-1669208400-1669219200@shop.acxpa.com.au
SUMMARY:November 2022 Customer Service Phone Professionals
DESCRIPTION:Do you need to improve the customer service skills of your frontline employees? \nOur November 2022 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 that will 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 activity. \nPrivate courses (see below) 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). \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 to deal with any type of inbound enquiry or customer type for any industry\, product or service!
URL:https://shop.acxpa.com.au/event/november-2022-customer-service-phone-professionals/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/10/Training-course-for-November-2022-Customer-Service-Phone-Professionals.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=Australia/Melbourne:20221110T123000
DTEND;TZID=Australia/Melbourne:20221111T163000
DTSTAMP:20260423T094220
CREATED:20220704T061752Z
LAST-MODIFIED:20230616T033622Z
UID:10000009-1668083400-1668184200@shop.acxpa.com.au
SUMMARY:November 2022 Managing Difficult Customers
DESCRIPTION:Our November 2022 Managing Difficult Customers training courses teaches staff 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 delivered over 2 x 4-hour sessions that will make a lasting lifetime impact. \nAs with all our CX Skills courses\, this live-facilitated online course involves workshop exercises\, quizzes\, role-plays\, videos\, examples and more to make the course both enjoyable and\, of course\, to enable the learnings to be applied. \nDelivered by global superstar Daniel Ord and with a customer review score of 4.9/5\, this course is loved by attendees and will provide them with new-found confidence they can apply immediately! \nCourse Agenda\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\n 
URL:https://shop.acxpa.com.au/event/november-2022-managing-difficult-customers/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/07/Managing-Difficult-Customers-training-course.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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DTSTART;TZID=Australia/Melbourne:20221109T130000
DTEND;TZID=Australia/Melbourne:20221109T160000
DTSTAMP:20260423T094220
CREATED:20220906T053352Z
LAST-MODIFIED:20221106T132819Z
UID:10000018-1667998800-1668009600@shop.acxpa.com.au
SUMMARY:November 2022 Inbound Phone Sales Booster Course
DESCRIPTION:The November 2022 Inbound Phone Sales Booster Course is designed as a short-duration (3 hours) course that is perfect for employees who handle (or are about to handle) sales-related phone calls. \nThis is a program that has been three decades in the making and is designed to deliver results. It leverages the insights and assessment of more than 50\,000 phone calls and a nearly 30-year career spent training and coaching phone skills. \nThe course provides specific insight into premium call handling sales skills proven to work for any product\, service or industry. \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\, 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 customer’s contact you looking for solutions to their needs. \nDelivered over 1 x 3-hour session\, we’ll teach a structured\, yet natural approach (no scripts!) that encourages employees to be themselves and build rapport with customers that will result in increased sales! \nDelivered by local expert Simon Blair\, this course is perfect for giving your employees a boost in their sales skills in a short\, sharp and fun session.
URL:https://shop.acxpa.com.au/event/november-2022-inbound-phone-sales-booster-course/
LOCATION:Zoom
CATEGORIES:Training Courses
ATTACH;FMTTYPE=image/jpeg:https://shop.acxpa.com.au/wp-content/uploads/2022/09/Call-Centre-Inbound-Sales-Booster-Course-November-2022.jpg
ORGANIZER;CN="CX Skills":MAILTO:hello@cxskills.com.au
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