Customer Service Training

Equip your team and grow skills to optimise the customer experience

Experience Customer Service Excellence:

Three Courses.
Diverse Learning Methods.
Limitless Results.

Customer Service Courses

Core Customer Service Skills Define the Gap & Skills Training to Close It

  • The importance of mindset and understanding the value individuals and companies create

    Understanding different personalities and importance of emotional intelligence

    Understanding the customer buying cycle

    Being confident in the company USP/POD

    Particular focus on speed, friendliness, urgency, follow up along with phone and email etiquette

    Frontline customer service skills to create a stand out customer experience

    Greater awareness of internal customer dynamic

    Create a customer centric culture backed by system & process to support this

  • Customer facing team members

    Customer service team members

    Customer service team leaders

  • The skills required to create a memorable customer experience are not taught in schools and many people entering the workforce start on the front line and are left to work out what to do the hard way. This is unpleasant for both the team member and the customer. Customer service training enables people to feel confident and helps create a brand experience that delights customers and leads to great customer feedback; favourable online reviews and positive referrals.

    • Customer service requires a core set of skills. This includes the right mindset and attitude through to communication skills, emotional intelligence, phone skills, managing difficult conversations and problem solving skills.

    • In this training session we cover the core skills required through a format that allows particiapants to build upon knowledge gained

  • Sessions can be created to suit business needs. Options include

    • Half day $3000+GST

    • Full day $5000 + GST

    • *Split training over agreed time period (eg 4 x 1 hour zoom sessions)

    • Online or in house

    • *Split training options depend on location and requirements of team – please ask!

  • Inhouse Course

    Half Day $3000 + GST

    Full Day $5000 + GST

Enquire Now

Customer Service Courses

Creating Customer Centric Culture Creating the "Your Company" Way (Standard Setting)

  • A defined company standard for the customer service and experience caputred in a playbook that outlines process and approach to be followed.

    A set of customer service principles that can be learnt and taught to new incoming people

    A customer journey map with an understanding of how different parts of the business impact the customer experience

    Measurement and feedback loops for your customer service team to know how they are tracking

    Brand standard consistency

    Exploration of how to make customer service your USP/POD

    • Customer facing team members

    • Customer service team members

    • Customer service team leaders

  • Being clear on how you treat your customers and on the journey you wish them to have enables all team members to give your customers a great experience that is consistent with your Brand

    A playbook acts as a training document to quickly on board new team members and allows team leaders a clear reference point for giving feedback to team members as well as showing any gaps that can then be used to create a personal development plan for team members.

  • Customer service holds the potential of being one of your biggest points of difference.

    If you get it right it builds customer and brand loyalty. If you get it wrong your clients will often let you know via social media

    This course is designed to upskill your team and create a standard of service that is well understood and followed.

    Building upon the basic skills course we go in depth to create a customer journey map and define the standards required at each touch point.

    Creating a customer service playbook helps ensures that new people can be trained to deliver the customer experience that aligns with the company brand.

  • Sessions can be created to suit business needs. Inhouse options include

    Half day $3000+GST

    Full day $5000 + GST

    *Split training over agreed time period (eg 4 x 1 hour zoom sessions)

    Online or in house

    *Split training options depend on location and requirements of team – please ask!

    Public Training Sessions

    Half Day $300+GST per person

    Full Day $500+GST per person

Enquire Now
Think Right Business Training

Customer Service Courses

Advanced customer service, outbound calling and sales support

  • Understanding customer mindset and why they appreciate proactive customer service people

    Increase cross sell and upsell skills

    Understanding the power of curiosity

    Problem solving skills

    Understanding sales mindset and how to apply this in customer service

    Supporting reps out on the road

    Outbound calling

  • Experienced customer service team members

    Customer service team leaders

    Sales support team members

  • When you consider each part of the customer journey, it enables you to craft the experience to be in line with your intention and your brand image. Many companies fail to do this more granular work, and miss the opportunity to craft a truly unique and memorable experience for their customers. Doing this exercise will equip you to stand out, build customer loyalty, and create a process that people will come back for time and time again.

  • Customer service team members often engage with customers throughout key points of the customer journey.

    This puts them in the unique position of being able to offer additional products and services that can help the customer achieve their goals.

    This course focuses on the skills required to offer additional services and to proactively offer customers the full range of options available.

  • Day 1 – Face to Face training highly interactive and action focused on the customer journey and internal process; the standard desired and skills needed to meet this standard at each step.

    Webinar 1 – 60 min Review of key learning, discussion of actions implemented with Q&A

    Webinar 2 – 60 min training on prep for day 2 discussed and reviewed

    Day 2 – Face to Face training highly interactive and action focused review of the customer journey, created S.O.P.s management of exceptions, and how to manage upset customers to ensure that we create raving fans who want to work with us again, give us referrals and leave great reviews and testimonials

    Webinar 3 - 60 min Review of key learning, discussion of actions implemented with Q&A

  • $12000 + GST for in-house Corporate event

Enquire Now

Want us to create a course specific to your team's needs..?

We offer customised business trainings

Explore Custom training

Making a positive difference in your business.

With a reputation for bringing energy, impact and results, our engaging style and broad experience working with businesses over a number of years can make a positive difference in your business too.

Emphasising team involvement, taking action, and tangible results, Think Right training offers proven strategies and tailored action points. From maximising sales; to improving team culture; to targeting and resolving challenges, we work with you and your team to increase team engagement, productivity and make a positive difference.

Meet the Team
Learn about our triple guarantee

  • "Mike Clark’s training over zoom was engaging and effective. Our team took the opportunity to sharpen our phone skills, and the convenience of having the training in our own boardroom meant we could implement changes straight away. I have absolutely no hesitation in recommending working with Mike."

    Will Small, Senior Product Support, Amco

  • "Mike's training isn't just another run-of-the-mill approach. He genuinely gets what we're about, taking the time to understand our unique challenges and then crafting solutions that really make sense for us. It's this level of personalised service that sets Think Right apart."

    Matt Fisher, Managing Director, Autoline

  • "Mike Clark is an inspiring and motivated business trainer who constantly stretches individuals and teams. His enthusiasm is infectious and our team loves the monthly training he provides - it is the highlight of the month! Mike has a wide scope of skills that can cover almost any area of business and personal training."

    Isaac Currie, Customer Service, Plymasters

  • "Mike at Think Right gives the team encouragement and motivation and helps them to be laser focused. Mike comes back to the Directors quickly if something isn’t right, and allows us to get back to business!"

    Jeremy Anderson, Director, New Tech

Frequently Asked Questions

Got another question not listed? Send us a note here

  • Sales training programs offer enhanced sales skills, improved customer relationship management, increased closing rates, and greater overall sales effectiveness.

  • Sales training equips your team with valuable techniques and strategies to identify new sales opportunities, negotiate effectively, overcome objections, and ultimately drive revenue growth.

  • Our sales training programs stand out with their comprehensive approach, incorporating cutting-edge methodologies, personalised coaching, and real-world application to ensure optimal sales performance and a competitive edge.

  • Absolutely! Sales training not only enhances selling skills but also emphasises building strong customer relationships, understanding customer needs, and delivering exceptional service, leading to increased customer satisfaction and loyalty.

  • The timeline for results can vary depending on various factors, including the current skill level of your sales team. However, our clients often report noticeable improvements in sales performance within weeks or months of implementing our tailored training programs.

  • Yes, our sales training is designed to cater to the needs of both new and experienced sales professionals. We offer customised programs that address foundational sales skills as well as advanced strategies to take your team's performance to the next level.

  • Absolutely! We understand the importance of tailoring the training to fit your industry and business context. Our team works closely with you to customise the training content, case studies, and examples, ensuring relevance and applicability to your specific needs.

  • We employ various assessment methods such as pre and post-training evaluations, sales performance metrics analysis, and feedback from participants and managers to measure the effectiveness and impact of our sales training programs.

Previous

Sales Training
Next

Team Culture