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Transformational Customer Service Training
Course Overview
- Duration: Choose from a half-day (3.5 hours) or full-day (7 hours) workshop, to workshops of up to 10 half-day sessions.
- Delivery Mode: Either face-to-face or customer service training online (via Zoom or Teams software).
- Ideal For: Anyone who is keen to enhance their customer service skills to benefit themselves and their organisation.
If your company doesn’t embrace a genuine customer-centric philosophy, the harsh reality is, you will lose out to your competitors. The right customer service training leads to customer loyalty, referrals, pricing premiums, higher employee engagement, growth, and higher profits. With successful customer service training, you and your team can develop the skills to understand your customer, build rapport and trust, and enhance the overall customer experience.
CX Training offers customer service training courses that deliver a range of solutions to improve your customer’s experience of your organisation — whether your work is white collar, blue collar, retail, call centre, hospitality, industrial, financial, or in the professional services sector.
Giles Watson founded CX Training, and has over 20 years of experience in consultancy and professional services management across a broad range of business sectors. This is backed by his qualifications, including two Masters degrees and assessment and training qualifications. He is also supported by a team of experienced and inspiring industry experts who can deliver your scalable, optimal results, and ultimately, happy customers.
Course Overview
- Duration: Choose from a half-day (3.5 hours) or full-day (7 hours) workshop, to workshops of up to 10 half-day sessions.
- Delivery Mode: Either face-to-face or customer service training online (via Zoom or Teams software).
- Ideal For: Anyone who is keen to enhance their customer service skills to benefit themselves and their organisation.
Inquire About This Course
Please fill out your information below with a short message and a member of your team will be in touch soon.
CUSTOMER SERVICE TRAINING | WHAT MAKES US DIFFERENT?
Tailored customer service training focused on developing the mindset, skills and behaviours individuals need to deliver fantastic customer experiences and make this part of the sales process a competitive advantage.
However, at CX Training, we go deeper than just developing skills. We challenge mindsets to change behaviours. Most customer service skills training providers focus on content and skills. This approach doesn’t lead to true behavioural change because people have yet to be challenged. They hang on to the mindsets and excuses they’ve always had and are not accountable for their actions. Our workshops focus specifically on the challenges of developing the right mindset and demonstrating true accountability.
We also 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 are realistic, transferable, long-term and life-changing!
Our customer service workshops can be tailored to you or your team’s specific needs. We go beyond “tips and tricks” to help people better identify, understand and overcome their individual customer service challenges.
WHY IS CUSTOMER SERVICE TRAINING IMPORTANT?
Improving customer service skills can lead to a range of positive individual and business outcomes, including:
- Improving customer service excellence – by giving employees opportunities to learn new skills or refine existing ones.
- Enhancing customer happiness – can lead to increased customer loyalty and encourage repeat business.
- Boosting financial gains – every business aims to increase its revenue, and achieving this requires investing in customer service that prioritises customer satisfaction.
- Building a strong culture and reputation – helps customers recognise your brand among competitors and understand what it stands for.
- Harnessing the power of recommendations – referrals empower customers to become advocates for promoting your business.
- Enhancing sales – over time, great customer service can drive growth by attracting customers and expanding your reach.
- Staying competitive – having solid customer service can be the differentiator that keeps you ahead in the market.
- Suggesting benefits – exceptional customer service helps build trust, and can make the upselling process a whole lot easier!
CLIENTS WHO HAVE DONE OUR CUSTOMER SERVICE TRAINING COURSES
When researching customer service training in Australia, it’s worth looking for a provider that offers scope outside a “cookie-cutter” approach. We provide workshops tailored to a wide range of markets and industries, and some of our valued clients include Bond University, the Surf Living Association, Sententia Consulting, MPN Consulting (engineers), CAAA (accountants) and many more.
CUSTOMER SERVICE TRAINING OUTLINE
At CX Training, we can tailor a customer service training course to your specific needs, but this outline will give you an idea of the content we can cover. As they often overlap, we can also include some sales training within any customer service workshop.
Introduction to customer service
- Customer service and the customer experience
- What customers value
- Identifying your personal strengths and weaknesses in delivering
- customer value
- Delivering added value
- Maintaining a customer-centric mindset.
Communication skills for customer service
- Answering the phone and greeting customers
- Building rapport
- Using effective body language and tone of voice
- Effective questioning
- Active listening and demonstrating empathy
- Building trust
- Demonstrating assertiveness
- Delegating tasks and holding others to account
- Managing expectations
- Demonstrating accountability.
Handling conflict, complaints and difficult customers
- Understanding conflict
- Managing your own emotions and mindset
- Calming the customer by meeting their emotional needs (through good
- listening behaviours, trust and accountability)
- Timely assertiveness
- Delivering solutions (collaborating, accommodating, compromise, avoiding)
- Delivering negative outcomes and disappointing news
- How to apologise
- Dealing with different types of difficult customers.
Understanding yourself and others
- DiSC is an acronym that stands for Dominance, Influence, Steadiness, and Compliance. These four behavioural styles can help identify different communication and behavioural styles. CX Training use our own quick in-class profiling, and official DiSC videos to facilitate this discussion.
Customer relationship management
- Personalised, high trust service vs. efficient transactional service
- Assessing the strength of different customer relationships
- Building deeper, stronger, more professionally intimate customer
- relationships
- Staying in touch.
CUSTOMER SERVICE TRAINING LEARNING OUTCOMES
After completing our customer service training courses, you will receive a certification to recognise the high standard of learning and skill development you’ve achieved, and will be better able to:
- Understand the difference between customer experience and customer service, and why the difference matters
- Understand customer value triggers (what customers want)
- Identify customer priorities
- Identify personal strengths and weaknesses in delivering customer value
- Deliver added value
- Maintain a customer-centric mindset
- Understand different customer types and communication needs
- Demonstrate emotional intelligence in the delivery of customer service
- Answer the phone with an engaging greeting
- Build rapport, including with introverts
- Using effective body language and tone of voice
- Use effective questioning skills
- Demonstrate active listening and empathy
- Build trust and value-rich customer relationships
- Manage and strengthen customer relationships
- Avoid and identify customer dissatisfaction
- Manage expectations
- Demonstrate assertiveness
- Communicate with accountability
- De-escalate tense customer interaction and handle conflict and
- complaints
- Deliver negative or disappointing news to customers
- Apologise.
WHO IS THIS CUSTOMER SERVICE TRAINING FOR?
Our customer service training course is ideal for professionals in a wide range of industries, including:
- Managers and supervisors – who oversee customer service teams and need to understand best practices in managing teams effectively, handling escalated issues, and implementing customer-focused strategies.
- Technical support teams – who provide assistance with technical services or products and require specific training on product knowledge, troubleshooting, and customer communication.
- Sales teams – who engage in customer interactions during the sales process and benefit from training on objection handling, effective communication, and relationship building.
- Hospitality staff – including hotel staff, and others in the service industry who directly interact with customers and guests.
- Call centre staff – who handle customer inquiries and support over the phone or through digital channels and require training on problem solving, communication skills, and efficient handling of customer issues.
- Field service technicians – who provide on-site support and need training in service excellence, customer communication, and representing the company professionally.
Inquire About This Course
Please fill out your information below with a short message and a member of your team will be in touch soon.
OUR CUSTOMER SERVICE TRAINING FACILITATORS
The founder of CX Training is Giles Watson, who has over 20 years’ experience in professional services management and consultancy. As a facilitator and speaker, he is known for his engaging delivery and relevant, insightful and practical content. Giles takes a strategic approach to how his clients experience training and has a strong focus on value, design and the different ways that content can be delivered. His qualifications include:
- Certificate IV in Training and Assessment
- MA in Marketing (Distinction)
- MBA (Distinction)
- Member of CSIA (Customer Service Institute of Australia)
- Accredited behavioural profiler – Hogan Assessments
In addition to CX Training’s principal consultants, the company has developed relationships with a network of passionate and talented industry experts who contribute when needed to deliver scalable delivery and optimal results.
WHAT YOU’LL NEED FOR THE COURSE
If you are doing a virtual course:
- A computer or mobile device
- Internet connection
- Speakers and a microphone
- A webcam
If you are doing a course at work:
- A training room
- Stationery to take notes
We will provide:
- A workbook
- A slide presentation
- An amazing facilitator!
FAQS – CUSTOMER SERVICE TRAINING COURSES
#1 How many people can be on each course?
There is no limit on the number of people that can attend our sales training course, however, for optimal engagement and to deliver some individual coaching as well, we recommend a maximum of 15 people.
#2 Do you only work in person or also remotely?
CX Training aims to deliver tailored solutions that meet your business needs, whether that’s face-to-face, online, or a combination of the two. If we come to your workplace, we’ll just need a room where everyone can be comfortable and we have a screen to show slides if possible.
#3 What learning materials and resources are provided?
At the end of a course, you will be provided with a resource-rich PDF workbook, coaching or separate training workshops, a debrief for leaders/managers after the workshops, and follow-up webinars, behavioural profiling, micro-learning resources and leadership coaching.
#4 Why is customer service training important?
These days, modern employers are more likely to hire you if you have customer service certifications. They will give you a competitive edge, boost your confidence, lead to career growth, build customer loyalty, and you may even be able to negotiate a higher wage. It can also lead to increased job satisfaction, which raises customer satisfaction. It’s a win-win!
#5 How does customer service training benefit customers?
The whole purpose of customer service training is to improve satisfaction for valuable customers, which leads to customers feeling respected and appreciated. It can improve their purchasing options (and yours!) by choosing your business over a competitor’s. It can also potentially boost their loyalty to your business long-term. Your best customers are often your existing customers!