October 2024 Customer Service Phone Essentials

The October 2024 Customer Service Phone Essentials course is a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will immediately impact your business.

This course will teach the core fundamentals to assist employees in delivering consistently great customer service over the phone, whether they are new employees, existing employees who need a refresh, or employees who have never had any professional customer service training.

Crucially, we don’t teach scripts (they don’t work!), but we provide your employees with a proven, reliable structure for phone calls that will enable them to consistently communicate in key moments with energy, empathy, and simplicity.

Your employees will learn how to master the start and the finish of any phone call and how to check for understanding, comfort, and resolution throughout. They will also learn and practice a simple but powerful 2-step method for dealing with more difficult customers and situations they may encounter.

Course Overview

The October 2024 Customer Service Phone Essentials training course will teach your staff the critical skills for call handling that the most successful customer service employees in the world use to deliver superior customer experiences and efficient first contact resolution.

The skills taught are aligned with the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours that have been proven to enable great customer service over the phone.

Who should do this course?

The customer service skills we teach are applicable to all industries, products, and services and are suitable for any employee of all ages who speaks to internal or external customers over the phone.

What your employees will learn :

1. How to create a strong first impression and improved customer focus.
2. How to better control and transform the end of their calls.
3. How to drive more effective and efficient conversations to identify customer needs.
4. How to consistently sound fresh and engaging while projecting confidence and clarity.

About Your Trainer

The October 2024 Customer Service Phone Essentials training course is facilitated by Simon Blair, one of Australia’s leading Customer Service Trainers.

The course is delivered live on Tuesday, 8th of October 2024, from 13:30 to 16:30 AEDT (Melbourne, Australia).

The course is just $268 per employee ex GST for 3 hours of live, facilitated learning with Simon Blair.