Customer Contact Training

Customer Contact Training: Why Your Front-Line Team Needs This Now

Your team is talking to customers every day. Phone calls, emails, face to face meetings, live chats. And honestly? Most of them are winging it.

l've seen call centres where staff hang up on difficult customers. Reception desks where the person answering barely looks up from their screen. Customer service reps who sound like they'd rather be anywhere else, which is probably true actually.

This isn't just bad service anymore. It's money walking straight out the door.

Paramount Training teamed up with some customer service people, and what we found was pretty eye opening. Traditional solution selling? Dead in the water. Your customers don't want to be sold to anymore. They want someone to actually listen.

But here's the thing that caught me off guard. When we train call centre staff properly, they stop trying to push products and start building actual relationships. Sounds a bit fluffy, but the numbers don't lie. Trust and empathy sell way better than any script you'll find.

Your front line team is literally the voice of your business. In today's world where everyone's in a rush, how they communicate can make or break everything. Whether it's face to face, phone, email, live chats , every single contact matters.

What we actually do in this training

We give your team practical skills, confidence, and the right mindset to handle customer interactions properly. With professionalism, empathy, clarity. No matter what channel they're using.

Managing tough conversations? Yes. Knowing when to escalate an issue (and how to do it without making things ten times worse)? Absolutely. This workshop gives people the tools to represent your business properly while keeping customer relationships strong and service standards high.

Who needs this:

• Customer service representatives
• Reception and front desk staff
• Call centre agents and phone based support teams
• Anyone in a customer facing role

Whether your team is new to customer service or just needs a refresher, these are real world techniques that actually translate into better experiences for your customers. And smoother days for your team, which everyone wants.

What to expect when you book this

We begin with a warm welcome and quick introductions to set the tone for the day. Participants get the chance to share what they'd like to get out of the session, so we can tailor the experience to what matters most to them.

From there, we'll dive into practical, relatable content that covers the full spectrum of customer contact. In person, on the phone, and online.

Key things we cover:

Identify Customer Expectations This is the first way to work out how to please them. In this session we show participants clever and effective ways to uncover the customers expectations. This helps the caller or customer contact person become better aware of how to assist. Pretty simple when you think about it.

Build rapport and relationships easier Communicating your message via the phone effectively

Dealing with Complaints Body language stuff

Questioning techniques
Creating the impression for your company

We also do additional training modules for groups or teams.

Ready to help your team feel more confident, capable, and calm when dealing with customers?

We offer custom training sessions – tailored specifically toward meeting each individual company's needs – that include topics such as communication techniques and more! Get in touch to book your Customer Contact Training session or to learn more.

You can expand your business' horizons and strengthen its competitive advantage through customer contact. Learn valuable tactics to capture customer service success. Improving communication and rapport while also putting in place creative solutions that turn everyday opportunities into extraordinary experiences!

At Paramount Training and Development, we provide opportunities for your business to develop a comprehensive understanding of customer service. Our industry leading team will help with breaking down of barriers between different departments, meaning you can identify areas in need of improvement so as to reach greater heights.

See how our valuable services could benefit you today by giving us a call on 1300 810 725.

Actually, just call us. We're pretty good at this stuff.