July 2024 Customer Service Phone Essentials

Job Description

The July 2024 Customer Service Phone Essentials training course is a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will immediately impact your business. Whether it’s for new employees, existing employees who are a little stale, or employees who have never had any professional customer service training, this course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone. The course goes beyond traditional customer service training clichés such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’. Crucially, we don’t teach scripts (they don’t work!), but we do 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. In particular, 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 Over a 3-hour online/virtual training session, the July 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, whether it’s in an office, contact centre or working from home. What your employees will learn: How to create a strong first impression and improved customer focus through strong ownership, intent and the management of customer expectations to build trust and confidence. A range of customer call type simulations will be used to practice with participants the key skills and behaviours learnt to better engage customers. How to better control and transform the end of their calls to avoid awkward finishes through a method of strong final checks, expressions of gratitude and thanks in a warm farewell. The three critical discovery techniques (as used by the FBI) to drive more effective and efficient conversations to identify customer needs and determine the best solution. How to consistently sound fresh and engaging whilst projecting confidence and clarity with each customer interaction. Course Details The course is delivered live via virtual/online training and is a public course, which means there will be employees from other businesses on the course. Date: Tuesday, 9th of July 2024 Time: 13:00 to 16:00 AEST (Melbourne, Australia) The course is just $268 per employee ex GST for 3 hours of live, facilitated learning with Simon Blair. Simply purchase your ticket at the top of this page (you can select how many tickets you’d like to purchase). Payment can be made instantly using a credit card, or you can request an invoice (payment required in full prior to the training commencing). #J-18808-Ljbffr