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

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:

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:

  1. Service Excellence
  2. Creating great customer experiences
  3. Managing difficult customers
  4. Effective questioning techniques
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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.

  1. Consultative service fundamentals
  2. Train the trainer – teaching consultative service fundamentals
  3. Coaching and feedback skills – the continuous development cycle
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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.
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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.

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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.

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 programs?

Get in touch