Call Centre Training Gold Coast

Call Centre Training Gold Coast

 

Whether you are answering enquiries or making outgoing calls, call centre work presents specific challenges and our Call Centre Training Gold Coast will be an enlightening course that will propel your skills on the phone.

Research suggests that customers will decide whether to continue a call within the first ten seconds of any call they receive, may decide whether to buy in less than a minute of an enquiry they make – and are increasingly resistant to the call centre experience.

 

Whether you are making outgoing sales calls or handling incoming customer service enquiries, CX training will help you build the skills to handle all call centre challenges, such as the first 30 seconds, getting past gatekeepers, building trust and questioning skills through to closing.  We’ll also help you with the mindset challenges of building confidence, resilience and handling rejections. Successful call centre work is a personal psychological challenge as much as a skills challenge, but CX Training will help you with all your call centre training needs.

We can tailor a training solution to your specific needs and address phone sales challenges including:

  • Phone sales steps and stages – building your sales process
  • Customer engagement for incoming calls
  • Salesperson or order-taker?
  • Outgoing calls and the first 30 seconds
  • Handling complaints and conflict
  • The phone sales mindset and sales psychology
  • How to warm up a cold call
  • Making appointments
  • Getting past gatekeepers
  • Qualifying the customer / qualifying yourself
  • Phone sales – limiting beliefs and excuses
  • Should I follow a script?
  • Building rapport on the phone
  • Phone sales basics
  • Phone etiquette and respectful communications
  • Call transfer essentials
  • Closing on the phone
  • Persuasive phone language and behaviours
  • Skype/Zoom sales and other media
  • Qualifying questions and techniques
  • Understanding customer needs
  • Communicating value
  • Building trust on the phone
  • Call preparation and planning

 

 

 

Why CX Training?

 

Your Team, Your Customers, Your CX Training

Our customer service training will be tailored to your unique requirements. We’ll liaise with you to understand your organisation’s goals, your team’s learning styles and preferences, and your overall strategic objectives, to tailor a customer service learning program that delivers the results you need.

 

We Go Deeper Than Just Developing Skills: We Challenge Mindsets To Change Behaviours

Most customer service training providers focus on content and skills. This approach doesn’t lead to true behavioural change because people haven’t been challenged. They hang on to the mindsets and excuses they have always had. At CX Training, we don’t just work off a script, we work off people. We facilitate insightful self-awareness and challenge limiting beliefs and excuses. Then we lay the skills on top, resulting in learning outcomes that stick. If you’re looking for a customer experience coach who challenges you, breaks down your barriers, but still has fun along the way, we have the customer service training for you.

 

We Make It Stick

Bringing about behavioural change often requires more than just a group training session. We would love to support you after any initial training through coaching, leader support, webinars, micro-learning, and follow-up implementation workshops.

 

Complete the form below for a free strategy consultation, or contact us on [email protected] or 0404 266 174 to discuss your customer experience training needs now.

 

CX Training

Customer Experience Training

Understand and deliver customer value and improve your customer experience with our expert consultants. From customer relationship management to customer complaint management, we give you the tools you need to make customer experience your competitive advantage.

Customer Service Training

Good customer service is the backbone of customer loyalty, referrals, growth, and profits. Our customer service training covers everything from building rapport with clients to handling difficult customers. Improve your customer communications and interactions to develop high-trust, high-loyalty customer relationships.

Tailored Sales Training

Our sales training and phone sales training programs equip you with the techniques and strategies to confidently influence potential customers to move through the sales process with you. We focus on sales mindset, sales attributes, sales processes, relationship sales, spin selling, insight selling, and more.

Complaints, Conflict and Difficult Customers

Help your team better understand customers emotional needs and the dynamics of conflict so they can confidently turn a tense situation into a positive customer experience.

Pricing Practies and Skills Workshops

In our pricing practices and skills workshops, you’ll learn pricing techniques and price negotiation skills to assist you in communicating value, building pricing power, understanding price sensitivity, and handling price resistance.

Customer Relationship Training

Our customer relationship management training teaches you the skills required to develop customer relationships that last. Learn everything from rapport building techniques to forging the emotional bonds to keep your customers coming back, staying loyal, buying more, and referring more.

8 reasons customers dont come back

 

 

 

Build a raving, referring customer base.

Eliminate the 8 key reasons that customers don’t come back.

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Contact us on [email protected] or 0404 266 174 to discuss your training needs now.

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Tailored Training and Workshops

Delivering consistently excellent customer experiences can involve a number of different skills and approaches.

 

CX Training has expertise in a broad range of courses and disciplines. We can work with you to develop cohesive in-house customer service training tailored specifically to your needs.

 

Our customer service training workshops can be customised to include the following:

Customer Experience Essentials

Active listening

Body Language

Advanced rapport building skills

Negotiation skills

Communication skills

Dealing with difficult customers

Conflict resolution / dealing with customer dissatisfaction

Professional telephone skills

Rapport building for introverts

Communicating value

Understanding buyer behaviour and client value

Understanding different client types

Customer engagement (responding to initial enquiries)

Relationship sales

Insight / spin selling

Pricing, quoting and money talk

Building high-trust, value-rich client relationships

Customer relationship management

Customer experience essentials – retail

Customer experience essentials – call centres

Customer experience essentials – financial services

Customer experience essentials – professional services

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Mindset

By focusing on mindset, skills, and behaviours, CX Training delivers in-house customer service training that stays with you throughout your professional journey.

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Skills

With a positive receptive mindset, we can then lay the skills on top. We passionately believe that anyone can build and improve their customer-facing and sales skills. While some might seem like ‘naturals’ and others not, everyone can improve with the right training.

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Behaviours

Learning doesn’t stop with skills; people have to apply them and change their behaviours. We work on the practical and psychological issues that help or hinder the confident application of skills.

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For more information on our in-house customer service training, or to book a customer service training workshop, contact us at [email protected] or 0404 266 174 today.