Frontline Customer Service Training

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Training is available in Brisbane, Sydney and Melbourne.

All companies should invest in "Frontline Customer Service", as they are the primary facilitators of customer interaction, and satisfaction. This means that there is a lot of urgency in this line of work, and it requires a meticulous training program. Our team of experts has created a training program that addresses customer service and all tools necessary to facilitate this type of service. The training course will include interactive lectures about how to address customer service reps' fears, how to read customers emotions through pitch and body language, and how to communicate information to customers. It also includes tips on how to calm down customers and reps. This course will help employees become skilled communicators who can turn the tide in any conversation.

Frontline Customer Service can be a difficult job for many people. However, we believe that the proper training solution will help to eliminate these difficulties. Our experts spent a lot of time creating a course that addresses all aspects of customer service. This includes the initial fears of employees and their conversational processes. They also teach how to apply logic in conversation, argumentation, and formulate solutions that will transform employees into perceptive assets that can win over any customer. You can supplement this extensive training course with additional training courses by creating customised sessions that can be tailored to your specific needs. Contact us for more information.

Frontline Customer Service Training Outline

Exert emotional control

Fear is the worst enemy of any customer service agent as it can rob them of the desire to even pick up the phone or even set up their alarm clocks at night. Worse still, there are several phases of fear that can take place in such situations. One of which is the establishment of first impressions: teams can sometimes feel very unsure about their physical appearance and the way they act, and they are aware that these things help establish a sense of authority. Another fear is the response of a customer whenever anything is said. There is always a moment of uncertainty whenever one picks up the phone and addresses a total stranger who might suddenly attempt to shout down an unlucky employee into oblivion. However, there are always ways to help address these fears, such as breathing exercises and NLP, all proven to help address fear and regain precious emotional control, and we intend to provide them these tools through interactive discussions, ensuring that they learn the processes almost seamlessly and providing them the nearest avenue for applying the lessons: the classroom.

Gather more information using body language

One of the greatest skills any frontline customer agent worth their salt can employ is that of body language and accurately judging the mood of their customers based on their pitch. This allows them greater insight as to what to do at any point of the conversation. For example, some of them might start to show agitation on the phone by raising their voices, or by suddenly going silent for a few seconds. In real life, customers can start to play with their hands, look at their watches and stomp their feet lightly whenever they start becoming impatient. These are but some of the many important signs that one has to look out for in order to be able to pre-empt solutions and/or answers that you can use to interact with any customer, irate or otherwise.

Conversation Techniques

It is no secret that conversational skill is often the decider of the customer’s continued loyalty and/or buying more products from your company. As such, it can be very overwhelming for employees to take down notes on the many relevant skills pertaining to conversation, but we have reduced them into certain areas, some of them being: questioning techniques, which, when properly pointed and executed, can help employees gather as much relevant information as possible without being invasive, and counter-objection techniques, which help employees address more irate customers in their quest to provide better service. The latter, in particular, will focus on argumentation and logical methods which will help sway anyone who may be too skeptical about either the merits of your product or the customer service itself. This particular emphasis on logic will help dispel any thoughts of falseness on the customer’s part, allowing employees to gain the loyalty of even the most irate customers. There is also the added bonus of being able to form scripts by observing recurring conversational patterns, which is a must for all companies that seek quality employees.

Critical Thinking Skills

Generally speaking, when one thinks of “critical thinking,” one thinks simply of argumentation. Indeed, critical thinking covers argumentation and it will certainly be tackled in this training course, but it is also something that applies to literally everything one does, from deciding to take a precious power nap to how to properly brush one’s teeth; everything is governed by a general need to think. It is rather unsurprising, therefore, that businesses employ this on a much wider scale; companies need critical thinking to assess profit margins, research about the next big product, how to provide proper facilities for employees to feel as comfortable about their work as possible and, needless to say, providing quality customer service. This, of course, comes with problem-solving skills and situational awareness, which paves the way for more precise solutions and happier customers. Therefore, part of this training course will emphasise the need for critical thinking by giving participants relevant exercises that will prepare their minds for critical customer service.