Customer Experience Training for Team Leaders & Managers

Consultative service training that provides Team Leaders and Managers with the skills, tools and strategies they need to help their teams create better customers experiences.

Training Workshops for Team Leaders & Managers

The knowledge and tools required to embed best practice CX techniques in your team

Designed specifically to meet the needs of Contact Centre Team Leaders and Managers, CSBA’s consultative service training workshops provide the perfect balance of theory and practice. You’ll not only learn about the fundamentals of consultative service, but also how to embed the approach in your team.

Team Leader Training: The Continuous Improvement Cycle

Full Day (or Online Equivalent)| Up to 6 participants

This workshop will help Team Leaders learn to deliver a consistent approach to coaching and providing feedback in consultative service provision, with practical guidelines and strategies for delivery feedback to team members.

By the end of the workshop participants will:

Have language to help them discuss the SenseCX consultative servicing framework.
Understand new techniques for maintaining engagement with feedback and coaching sessions.
Understand the role of a coach in providing effective feedback.
Understand the feedback cycle.
Understand how to address barriers to providing effective feedback.
Understand the “COIN” framework for delivering feedback.
Be equipped to handle resistance to feedback.

Coach the Coach: The Continuous Improvement Cycle

Virtual | 1 hour per session

Specifically designed for Quality Leads, this workshop will provide your team leaders with guidelines and strategies to deliver a consistent approach to coaching and providing feedback in consultative service provision.

This workshop will provide participants the knowledge and tools to:

Confidently provide effective feedback and coaching to their team
Address unique challenges and blockages with individual team members
Help prepare for difficult coaching conversations
Understanding different learning styles

Understanding SenseCX: Consultative Servicing for Team Leaders

Full Day (or Online Equivalent)| Up to 6 participants

Enable your Team Leaders to understand consultative service provision and how it fits with your organisation’s culture.

Participants will come away from the workshop:

Understanding the SenseCX consultative servicing framework.
Understanding how people learn and have strategies to appeal to individuals within in their team.
Equipped to effectively use training resources to enhance learning experiences.
With techniques for managing challenging learners.
Equipped with different techniques for fielding questions from your team.

Driving a Customer Focused Culture in your Team

Half Day (or Virtual Equivalent)| Up to 20 participants

Help create a customer-focused culture within your team by providing your Team Leaders with an understanding of the key drivers of customer-centricity within an organisation.

By the end of the workshop participants will:

Have language to help them discuss customer-centricity with colleagues across the organisation
Have had the opportunity to review the current state
Be equipped to take the next steps in implementing a plan to enhance the customer focus in their team

Read about our this workshop here.

Leadership Fundamentals

Half Day (Onsite)| Up to 6 participants

Our Leadership fundamentals workshop provides new shift leaders with introductory leadership skills, with practical guidelines and strategies for delivering effective team member feedback.

This workshop enables participants to:

Understand Adair’s model in the context
Understand new techniques for maintaining engagement during feedback sessions
Understand the role of a coach in providing effective feedback
Understand the “COIN” framework for delivering on-the-spot feedback
Understand how to address barriers to providing effective feedback
Be equipped to handle resistance to feedback

You can read more about our Leadership Fundamentals workshop here.

Facilitation Training: Teaching Consultative Servicing

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

This workshop aims to help participants develop an approach to training staff in consultative service provision that fits with their organisation’s culture.

By the end of the workshop participants will:

Understand the role of a training facilitator
Understand how people learn and have strategies to appeal to different learning styles
Understand the SenseCX consultative servicing framework
Be equipped to effectively use training resources to enhance learning experiences
Have techniques for managing challenging learners
Be equipped with different techniques for fielding questions from learners
Understand new techniques for engaging and maintaining interest in course content