At the heart of each of CSBA’s training and development programs is a consultative service framework focused on meeting customer’s contemporary service expectations of:
Customer Experience
Training and development
Give your people the skills and knowledge they need to provide customers with better experiences – with CSBA’s best practice training and development workshops.

Consultative service – for better customer experiences

Success
Customers want to get what they came for and move on. They need to be understood and provided with a no-fuss resolution.

Ease
The interaction needs to be easy. Agents should actively guide customers through a clear process towards resolution.

Sentiment
How the experience and interaction makes the customer feel – they want to feel valued and looked after.

Embed best practice CX techniques – at all levels
Built on the back of two decades of customer experience research, CSBA offers a variety of customer experience training programs, designed to meet the unique needs of different teams in your business.

Consultative Service Training for
Agents and frontline staff
A series of four half-day training courses that can be conducted individually, or together as a comprehensive development program, for customer service agents and frontline staff:
- Service Excellence
- Creating great customer experiences
- Managing difficult customers
- Effective questioning techniques

Consultative Service Training for
Team Leaders and Managers
Specialist training designed to provide contact centre Team Leaders and Managers with the knowledge, skills and techniques needed to help their people create better customer experiences.
- Consultative service fundamentals
- Train the trainer – teaching consultative service fundamentals
- Coaching and feedback skills – the continuous development cycle

Want to know more about CSBA’s CX training and development programs?
Consultative Service Training for
Sales and negotiation
Tailored specifically to meet the needs of inbound and outbound sales teams, CSBA’s Influencing and Negotiation Training gives participants the knowledge and skills needed to:
- create a great experience for the customer
- generate better sales outcomes
- apply a consistent best practice approach to sales.
Want to know more about CSBA’s CX training and development programs?
Our CX experts will be happy to talk all things CX training and development with you.
Customised to your specific needs, challenges and objectives
Unlike many customer service and customer experience training modules and packages, CSBA’s programs are carefully designed and tailored to your needs. We take a highly consultative approach to planning and delivering your training.
Some of our success stories
Want to know more about CSBA’s CX training and development programs?
