Customer Experience Training

Provide your staff with the practical skills and knowledge they need to provide customers with better experiences – with CSBA’s best practice training and development workshops.

CX Training Workshops – tailored to your needs

At CSBA our approach to customer service training is simple – Put the person before the process.

We see first-hand the benefits that come from training frontline staff – improved customer satisfaction, a reduction in staff turnover and increased revenue, just to name a few.

Our comprehensive range of tailored customer experience training workshops equip your staff with tangible skills that enable them to deliver exceptional customer experiences.

Our workshops are customised to the needs, challenges and objectives of our clients. There are no off-the-shelf solutions – we’ll tailor a workshop specifically designed for you.

Embed best practice CX techniques – at all levels

Built on the back of over 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.

Training for frontline agents

A series of training workshops that can be conducted individually or together, as a comprehensive development program, for customer service agents and frontline staff.

  1. Fundamentals of Service Excellence
  2. Understanding SenseCX: Consultative Servicing Workshop
  3. Effective Questioning Techniques for Best Practice Customer Interactions
  4. Empathy and Resilience on the Frontline of Customer Service
  5. Managing Challenging Interactions
  6. Effective Language for Challenging Conversations
  7. Consultative Conversations for Sales and Retention
  8. Influencing and Negotiation Skills

Training for Team Leaders

Specialist training designed to provide contact centre Team Leaders with the knowledge, skills and techniques needed to help their teams create better customer experiences.

  1. Team Leader Training: The Continuous Improvement Cycle
  2. Coach the Coach – The Continuous Improvement Cycle
  3. Understanding SenseCX: Consultative Servicing for Team Leaders
  4. Driving a Customer Focused Culture in your Team
  5. Leadership Fundamentals
  6. Facilitation Training: Teaching Consultative Servicing

Customised to your specific needs, challenges and objectives

Unlike many customer service and experience training, our programs are carefully designed and tailored to your needs. We take a highly consultative approach to planning and delivering your training.

1

Needs assessment

During a discovery meeting we work with you to identify your specific needs and requirements to ensure the training delivers tangible outcomes.
2

Workshop planning

A comprehensive review of your internal performance measures and QA reports allows us to pinpoint specific areas that require attention and customise training to suit.
3

Course customisation

The course plan, materials and practical interactive learning activities are customised to address your specific objectives and needs.
4

Training workshop

Our experienced CX experts deliver the training to your team in an engaging and interactive workshop setting that optimises learning outcomes.
5

Online learning modules

To ensure the learnings are never lost and easily transferred to new members of the team, we can create a suite of online learning modules.

Some of our success stories

Perfect balance between theory, practical application and your own experience! it’s not often that a workshop ticks all these boxes

Irina WaltersManager Student Service Centre | Curtin University

Very well presented and provided the team with some excellent strategies and skills for dealing with customers

Rosemary LoweProject Leader, Customer Strategy | Western Water

This was a fantastic session with a presenter possessing a thorough and varied knowledge of customer service

Samantha HudsonSenior Administration Coordinator | Monash University

The training was exceptional and I look forward to the changes that this will bring across the organisation

Danielle PalharesCustomer Focus Team Leader | Wodonga City Council

Want to know more about CSBA’s CX training and development workshops?