Customer Experience Training Workshops for Frontline Teams

Hands-on, interactive training workshops that help agents and frontline staff master best practice CX skills and techniques.

SenseCX

Embed best practice CX techniques in your team

CSBA’s intensive training workshops for agents and frontline staff are each designed to teach your team the fundamentals of consultative service.

Each workshop is tailored to your specific needs and can be conducted as a stand-alone training session or a series of training modules.

1 - Fundamentals of Service Excellence

Fundamentals of Service Excellence

Half Day (or Virtual Equivalent)| Up to 15 participants

Designed to introduce participants to key concepts around the changing nature of customer expectations, this workshop provides a basis to develop and practice new skills and techniques to drive service improvements.

Workshop participants will:

  • Gain a deeper understanding of the changing nature of customer expectations.
  • Hear an overview of how best to communicate with customers.
  • Learn a customer focused framework upon which to structure interactions.
  • Have the opportunity to build their own customised toolkit to take away and use when interacting with customers.

The training is delivered through an interactive full-day workshop, followed by two 2 hour calibration sessions (one week, and two weeks after the initial workshop) – designed to not just teach the material, but also solidify the learnings.

2 - Understanding SenseCX: Consultative Servicing Workshop

Understanding SenseCX: Consultative Servicing Workshop

Half Day (or Virtual Equivalent) Up to 15 participants

A workshop designed to help participants develop a best practice toolkit of skills and techniques, based around our consultative servicing model.

By the end of the workshop participants will have:

  • A deeper understanding of the changing nature of internal and external customer expectations.
  • A customer-focused framework upon which to structure interactions.
  • An understanding of a core set of behaviours critical when taking a customer-focused approach to service interactions.
  • Practiced how to apply these techniques and skills to different scenarios in everyday interactions.
  • The opportunity to build their own customised toolkit to take away and use when interacting with customers.

Delivered in an engaging and interactive manner, the workshop includes group discussions and activities, individual learning activities, applied practice activities and how to build your own coaching toolkit.

3 - Effective Questioning Techniques for Best Practice Customer Interactions

Effective Questioning Techniques for Best Practice Customer Interactions

Half Day (or Virtual Equivalent) | Approx. 15 participants

Having the skills and techniques to effectively question customers enables frontline staff to better understand customer needs.

This workshop enables participants to:

  • Understand a core set of behaviours critical when taking a customer-focused approach to service interactions.
  • Recognise different types of questions and how to apply them during customer interactions.
  • Practice how to apply these skills and techniques to different scenarios in everyday interactions.

Delivered in an engaging and interactive manner, the workshop includes group discussions and activities, individual learning activities and applied practice activities.

4 - Managing Challenging Interactions

Managing Challenging Interactions

Half Day | Approx. 15 participants

Dealing with difficult customer interactions is one of the most challenging aspects of a customer service professionals’ job. Our Managing Challenging Interactions course is designed to help participants to respond with empathy, develop skills in de-escalation, and understand and manage their own stress response.

Through this training workshop your agents and frontline staff will learn:

  • The traits of productive customer interactions.
  • How to manage their own response to difficult situations.
  • How to apply a practical framework for managing difficult customers.

You can find out more about our Challenging Managing Interactions Workshop here.

5 - Empathy and Resilience on the Front line of Customer Service

Empathy and Resilience on the Front line of Customer Service

Half Day (or Virtual Equivalent)| Approx. 15 participants

In a time where your customers are more likely to be more vulnerable than ever before, the risk of burnout for those on the front line of customer service is high. This workshop provides practical skills to frontline staff on how to interact with customers with compassion, without compromising on their own wellbeing.

This workshop shows participants:

  • A better understanding of how to ‘do’ empathy, every day, including tools to help identify vulnerable customers.
  • How best to respond to customers with empathy and action.
  • How to identify their own emotional ‘triggers’ to better manage themselves and their customers.
  • Knowledge to be able to nurture the development of their own growth mindset.
  • Skills to recognise and manage stress and uncertainty more effectively.
  • Practical skills to handle the consequences of dealing with challenging interactions.

You can read more about our Empathy and Resilience Workshop here.

6 - Effective Language for Challenging Conversations

Effective Language for Challenging Conversations

2 Hours| Approx. 15 participants

Our Effective Language for Challenging Conversations workshop assists participants to develop conversational strategies to manage the person and process by using a calm, factual, positive and respectful approach.

Participants will:

  • Learn de-escalation techniques for navigating challenging conversations.
  • Gain new skills to manage their own response to difficult customers.
  • Have practiced how to apply these new skills and techniques to real-world scenarios.
  • Have the opportunity to build their own customised toolkit to take away and use when interacting with customers.

7 - Consultative Conversations for Sales and Retention

Consultative Conversations for Sales and Retention

Half Day (or Virtual Equivalent) | Approximately 15 participants

This workshop provides participants with a best practice toolkit of skills and techniques, based around a consultative model for customer interactions, to help nurture long-term customer relationships.

By the end of the workshop participants will have:

  • A customer-focused framework upon which to structure sales and retention interactions
  • An understanding of a core set of behaviours that are critical when taking a customer-focused approach to sales and retention interactions
  • Practiced how to apply these behaviours and techniques to different scenarios applicable to everyday interactions
  • The opportunity to build their own customised toolkit to take away and use when interacting with customers

8 - Influencing and Negotiating Skills

Influencing and Negotiating for Sales and Retention

Half Day (or Virtual Equivalent)| Up to 10 participants

Influencing and negotiation skills are vital to nurturing relationships as part of a sales interaction.

This workshop will provide participants with:

  • A better understanding of how they influence people and their natural influencing style
  • A clear framework for understanding different negotiating styles
  • A checklist for use when planning a negotiation
  • Techniques for ‘bouncing back’ after failed negotiations
  • Practiced how to apply these new skills and techniques to different scenarios applicable to everyday interactions
  • The opportunity to build their own customised toolkit to take away use when interacting with customers.

The Foundations of Service Excellence

Half Day (or Virtual Equivalent)| Up to 15 participants

Designed to introduce participants to key concepts around the changing nature of customer expectations, this workshop provides a basis to develop and practice new skills and techniques to drive service improvements.

Workshop participants will:

  • Gain a deeper understanding of the changing nature of customer expectations.
  • Hear an overview of how best to communicate with customers.
  • Learn a customer focused framework upon which to structure interactions.
  • Have the opportunity to build their own customised toolkit to take away and use when interacting with customers.

You can read more about The Foundation of Service Excellence workshop here.

Understanding SenseCX: Consultative Servicing Workshop

Half Day (or Virtual Equivalent) Up to 15 participants

A workshop designed to help participants develop a best practice toolkit of skills and techniques, based around our consultative servicing model.

By the end of the workshop participants will have:

  • A deeper understanding of the changing nature of internal and external customer expectations.
  • A customer-focused framework upon which to structure interactions.
  • An understanding of a core set of behaviours critical when taking a customer-focused approach to service interactions.
  • Practiced how to apply these techniques and skills to different scenarios in everyday interactions.
  • The opportunity to build their own customised toolkit to take away and use when interacting with customers.

You can read more about our Understanding SenseCX: Consultative Servicing Workshop here.

Effective Questioning Techniques for Best Practice Customer Interactions

Half Day (or Virtual Equivalent) | Approx. 15 participants

Having the skills and techniques to effectively question customers enables frontline staff to better understand customer needs.

This workshop enables participants to:

  • Understand a core set of behaviours critical when taking a customer-focused approach to service interactions.
  • Recognise different types of questions and how to apply them during customer interactions.
  • Practice how to apply these skills and techniques to different scenarios in everyday interactions.

You can read more about this workshop here.

Managing Challenging Interactions

Half Day (or Virtual Equivalent)| Up to 15 participants

Dealing with difficult customer interactions is one of the most challenging aspects of a customer service professionals’ job. Our Managing Challenging Interactions course is designed to help participants to respond with empathy, develop skills in de-escalation, and understand and manage their own stress response.

Through this training workshop your agents and frontline staff will learn:

  • The traits of productive customer interactions
  • How to manage their own response to difficult situations
  • How to apply a practical framework for managing difficult customers

You can find out more about our Challenging Managing Interactions Workshop here.

Empathy and Resilience on the Front line of Customer Service

Half Day (or Virtual Equivalent) | Approx. 15 participants

In a time where your customers are more likely to be more vulnerable than ever before, the risk of burnout for those on the front line of customer service is high. This workshop provides practical skills to frontline staff on how to interact with customers with compassion, without compromising on their own wellbeing.

This workshop shows participants:

  • A better understanding of how to ‘do’ empathy, every day, including tools to help identify vulnerable customers
  • How best to respond to customers with empathy and action
  • How to identify their own emotional ‘triggers’ to better manage themselves and their customers
  • How to nurture the development of their own growth mindset
  • Skills to recognise and manage stress and uncertainty more effective
  • Practical skills to handle the consequences of dealing with challenging interactions

You can read more about our Empathy and Resilience on the Front Line of Customer Service workshop here.

Effective Language for Challenging Conversations

2 Hours | Approx. 15 participants

Our Effective Language for Challenging Conversations workshop assists participants to develop conversational strategies to manage the person and process by using a calm, factual, positive and respectful approach.

Participants will:

  • Learn de-escalation techniques for navigating challenging conversations.
  • Gain new skills to manage their own response to difficult customers.
  • Have practiced how to apply these new skills and techniques to real-world scenarios.
  • Have the opportunity to build their own customised toolkit to take away and use when interacting with customers.

You can read more about our Effective Language for Challenging Conversations workshop here.

Consultative Conversations for Sales and Retention

Half Day (or Virtual Equivalent) | Approximately 15 participants

This workshop provides participants with a best practice toolkit of skills and techniques, based around a consultative model for customer interactions, to help nurture long-term customer relationships.

By the end of the workshop participants will have:

  • A customer-focused framework upon which to structure sales and retention interactions
  • An understanding of a core set of behaviours that are critical when taking a customer-focused approach to sales and retention interactions
  • Practiced how to apply these behaviours and techniques to different scenarios applicable to everyday interactions
  • The opportunity to build their own customised toolkit to take away and use when interacting with customers

Influencing and Negotiating Skills

Full Day (or Virtual Equivalent)| Up to 10 participants

Influencing and negotiation skills are vital to nurturing relationships as part of a sales or service interactions.

This workshop will provide participants with:

  • A deeper understanding of the changing nature of internal and external customer expectations
  • A better understanding of how they influence people and their natural influencing style
  • A clear framework for understanding different negotiating styles
  • A checklist for use when planning a negotiation
  • Techniques for ‘bouncing back’ after failed negotiations
  • Practiced how to apply these new skills and techniques to different scenarios applicable to everyday interactions
  • The opportunity to build their own customised toolkit to take away use when interacting with customers.

You can read more about this workshop here.

Want to know more about CSBA’s agent and frontline staff CX training workshops?