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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
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DTSTART;TZID=Australia/Melbourne:20221110T123000
DTEND;TZID=Australia/Melbourne:20221111T163000
DTSTAMP:20260612T150946
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:20260612T150946
CREATED:20220906T053352Z
LAST-MODIFIED:20221106T132819Z
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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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