Training Courses.An extensive suite of training modules which can be delivered in-house, remotely or at an offsite location
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Welcome to the Customer Start Academy
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Our training courses are designed for maximum impact and value. Your team will return to the office energised with improved knowledge and understanding of Customer Service and Experience approaches PLUS practical tools and techniques to continue the journey to customer centricity. Our objective is to:
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NEW: Accredited Customer Experience Specialist (ACXS)
Online and on Demand
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A new online customer experience training and certification program designed specifically for customer experience professionals who need powerfully simple and immediately impactful tools, techniques, frameworks and mindsets that when applied will radically improve the experience that your company delivers to your customers, gaining a lasting advantage in their industry. Online, on demand, on your terms.
Get Accredited now in three easy steps
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Our Courses
All of our courses are delivered by experts with decades of experience in managing Customer Service, Experience and operations, see out 'About us' page for more information on our team.
These courses are designed to be delivered in-house but can equally be offered virtually or off-site as needed and come with the Customer Start Certification of achievement.
These courses are designed to be delivered in-house but can equally be offered virtually or off-site as needed and come with the Customer Start Certification of achievement.
Customer Service & Experience Courses
Managing the Customer Experience
1 Day Course
Course Description
Customer Experience has emerged as a critical difference in today's competitive corporate environment. In this practical training workshop, we'll introduce you to the world of customer experience (CX) and provide you the tools you need to manage it successfully.
Participants in this hands-on course will acquire the skills necessary to design customer journey maps, a crucial tool for enhancing CX, through a variety of practical exercises. The workshop covers the principles, methods and best practices of managing the customer experience. Anyone wishing to improve their knowledge of CX and acquire the abilities necessary to develop and implement a successful CX management plan will find this workshop to be the perfect fit.
By the end of this session, participants will be able to: -
The Modules
Customer Experience has emerged as a critical difference in today's competitive corporate environment. In this practical training workshop, we'll introduce you to the world of customer experience (CX) and provide you the tools you need to manage it successfully.
Participants in this hands-on course will acquire the skills necessary to design customer journey maps, a crucial tool for enhancing CX, through a variety of practical exercises. The workshop covers the principles, methods and best practices of managing the customer experience. Anyone wishing to improve their knowledge of CX and acquire the abilities necessary to develop and implement a successful CX management plan will find this workshop to be the perfect fit.
By the end of this session, participants will be able to: -
- Define customer experience (CX) and explain its impact on business performance.
- Learn how to effectively create customer journey maps to pinpoint and resolve customer problems and possibilities for improvement.
- Discover the most effective techniques for managing the customer experience, such as developing consumer personas and customer experience strategies.
- Learn how to create and put into action an effective CX management plan, including recording and measuring CX efforts for ongoing progress.
The Modules
- Module 1 - What is Customer Experience
- Module 2 - Journey Mapping
- Module 3 - Customer Experience Management
Customer Centricity
2 Day Course
Course Description
Always putting your customer at the center of your business creates a service driven culture. The best and most successful businesses clearly understood this fact.
This two day customer service training course will motivate participants to becoming more customer focused and more passionate about delivering outstanding service by understanding the logical and emotional motivations of a customer to buy or continue using a service. participants will learn how to become more flexible communicators who are able to engage better with customers, portray energy, commitment and ownership in each customer interaction. This two day program will energize your staff to deliver world class service that leaves customers with a lasting positive impression.
By the end of this session, participants will be able to: -
The Modules
Module 1 - What do Customers want
Module 2 - Customer Loyalty
Module 3 - Measuring Customer satisfaction
Module 4 - Skills and attitudes
Module 5 - The power of complaints
Module 6 - Customer Service techniques
Always putting your customer at the center of your business creates a service driven culture. The best and most successful businesses clearly understood this fact.
This two day customer service training course will motivate participants to becoming more customer focused and more passionate about delivering outstanding service by understanding the logical and emotional motivations of a customer to buy or continue using a service. participants will learn how to become more flexible communicators who are able to engage better with customers, portray energy, commitment and ownership in each customer interaction. This two day program will energize your staff to deliver world class service that leaves customers with a lasting positive impression.
By the end of this session, participants will be able to: -
- Discover the attitude, skills and knowledge needed to be a successful customer service representative.
- Explain the importance of measuring & benchmarking service as well as the value of a lost customer.
- Realign their thinking about customer complaints and understand the opportunities in each challenging customer situation.
- Understand what true customer loyalty is and the importance of their role to ensure a positive customer experience.
- Understand the concept of plus one’s and the value of exceeding customer expectations in each customer interaction.
The Modules
Module 1 - What do Customers want
Module 2 - Customer Loyalty
Module 3 - Measuring Customer satisfaction
Module 4 - Skills and attitudes
Module 5 - The power of complaints
Module 6 - Customer Service techniques
Service Excellence Pathways
1 Day Course
Course Description
The best learning experiences occur when you learn specific concepts, then practice them during the training and walk out with a solid technique you can apply the next day on the job. In this training we will do just that. We will learn the concepts, followed up by numerous hands-on practical activities to practice the skills so you walk out with specific best practice customer service techniques that are essential for you as a professional customer service representative to help you do an even better job than you are currently doing.
So, if you want to get even better customer feedback, provide great customer experience and consequently achieve more sales than last year this training program is very much for you.
By the end of this session, participants will be able to: -
The Modules
The best learning experiences occur when you learn specific concepts, then practice them during the training and walk out with a solid technique you can apply the next day on the job. In this training we will do just that. We will learn the concepts, followed up by numerous hands-on practical activities to practice the skills so you walk out with specific best practice customer service techniques that are essential for you as a professional customer service representative to help you do an even better job than you are currently doing.
So, if you want to get even better customer feedback, provide great customer experience and consequently achieve more sales than last year this training program is very much for you.
By the end of this session, participants will be able to: -
- Understand how far customer service has evolved and acknowledge the effect of social media.
- Identify ways to deal better with the different customer generations.
- Practice active listening and customer lifestyle questioning.
- Learn useful memory tips and tricks to remember customers names and other details important to them.
- Clearly understand the importance of acknowledging both words and emotions.
- Learn a quick technique for handling angry customers.
- Identify 10 different best practice customer service techniques that can be used immediately back on the job.
The Modules
- Module 1 - Realities of Customer Service today
- Module 2 - Listening Skills
- Module 3 - Top 10 Customer Service techniques
Communications Skills for Customer Service Staff
2 Day Course
Course Description
The "Communication Skills for Customer Service Staff" training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.
By the end of this session, participants will be able to: -
The Modules
The "Communication Skills for Customer Service Staff" training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.
By the end of this session, participants will be able to: -
- Keep a happy and passionate attitude by figuring out what gives you energy and using techniques to boost your energy levels.
- Control the flow of the conversation and employ statement-question techniques to enhance customer comprehension and provide proactive customer service.
- Improve listening skills and recall customer information to gain a deeper understanding of their requirements and to increase customer satisfaction.
- Develop effective techniques for acknowledging and concluding a conversation in order to leave a favourable impression and develop confidence in customers.
- Identify customer characteristics using profiling techniques and adapt communication strategies to effectively engage various customer groups. Also, develop the ability to manage strong emotions during consumer interactions and to negotiate solutions that benefit both parties.
The Modules
- Module 1 - Energy and passion for customer service staff
- Module 2 - Proactive customer management
- Module 3 - Listening skills
- Module 4 - Acknowledgement and closing conversations
- Module 5 - Customer profiling
- Module 6 - Dealing with difficult customers
- Module 7 - Negotiation
Handling Difficult Customers
1 Day Course
Course Description
Dealing with a frustrated, angry caller can be a challenging situation, especially when their negative experience wasn’t your fault. In this one-day program, you’ll learn an effective three-step process to calmly address and regain control of the call. You’ll also discover techniques to help the caller manage their emotions, allowing you both to focus on working together to find a resolution in a professional and collaborative manner.
By the end of this session, participants will be able to: -
The Modules
Dealing with a frustrated, angry caller can be a challenging situation, especially when their negative experience wasn’t your fault. In this one-day program, you’ll learn an effective three-step process to calmly address and regain control of the call. You’ll also discover techniques to help the caller manage their emotions, allowing you both to focus on working together to find a resolution in a professional and collaborative manner.
By the end of this session, participants will be able to: -
- Understand and follow a 3 step process for handling angry callers.
- Discover the importance of fixing the caller first before fixing the problem.
- Understand the value of complaints and how the best caller experiences can come out of the worst service break downs.
- Explore the value of being resilient and having ownership of callers issues and problems.
The Modules
- Module 1 - Angry Callers and expectations
- Module 2 - Fix the caller before the problem
- Module 3 - Take ownership of the call
- Module 4 - In practice delivery
Call Handling - Practical Tools
1 Day Course
Course Description
This customized one-day training program primarily aims to empower call center agents in diminishing their AHT (Average Call Handling Time). It does so by providing them with essential call control and questioning skills, enabling them to efficiently manage each call. Through this program, agents will learn how to skillfully guide conversations with customers towards a more structured call flow, ultimately leading to prompt and professional resolution of customer issues without compromising the customer experience.
By the end of this session, participants will be able to: -
The Modules
This customized one-day training program primarily aims to empower call center agents in diminishing their AHT (Average Call Handling Time). It does so by providing them with essential call control and questioning skills, enabling them to efficiently manage each call. Through this program, agents will learn how to skillfully guide conversations with customers towards a more structured call flow, ultimately leading to prompt and professional resolution of customer issues without compromising the customer experience.
By the end of this session, participants will be able to: -
- Understand the importance of controlling each call with each customer.
- Follow a 3 step process to regain control of calls with angry and talkative callers.
- Explore 9 different techniques to control calls more effectively.
- Utilize the power of questions for better call control.
The Modules
- Module 1 - Importance of controlling your calls
- Module 2 - Using the power of questions
- Module 3 - Call Control techniques
- Module 4 - Call control tips and practice
The Professional Call Centre Agent
2 Day Course
Course Description
This fun high energy two day call center customer service excellence program combines the best in corporate training with the best in personal motivation. Throughout the training program agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business. The program focuses not only on the people but also on the skill set agents need to connect better with customers and provide an exceptional customer experience through empathy and taking ownership of customer’s issues, using customer centric strategies to solve business challenges promoting customer loyalty and building customer centric bridges.
By the end of this session, participants will be able to: -
The Modules
This fun high energy two day call center customer service excellence program combines the best in corporate training with the best in personal motivation. Throughout the training program agents discover that it’s truly up to them to make a difference and that each agent is directly responsible for the success of the business. The program focuses not only on the people but also on the skill set agents need to connect better with customers and provide an exceptional customer experience through empathy and taking ownership of customer’s issues, using customer centric strategies to solve business challenges promoting customer loyalty and building customer centric bridges.
By the end of this session, participants will be able to: -
- Understand how their role is instrumental in delivering a high performance customer focused environment.
- Clearly understand the attitude, skills and knowledge required to be a professional customer care representative.
- Create stronger connections with customer and enhance their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.
The Modules
- Module 1 - The professional Call Centre mind set
- Module 2 - The professional call Centre skill set
- Module 3 - Know your customer - Personality styles
Telephone Debt Collecting skills
1 Day Course
Course Description
This one day program is specifically designed for debt collection call center agents and credit department staff who deal with customers with outstanding or overdue debts. It introduces a plethora of specific debt collection call best practice and negotiation techniques to help collection staff handle challenging collection conversations more professionally with debtors and customers with overdue payments and collect more overdue debts.
By the end of this session, participants will be able to: -
The Modules
This one day program is specifically designed for debt collection call center agents and credit department staff who deal with customers with outstanding or overdue debts. It introduces a plethora of specific debt collection call best practice and negotiation techniques to help collection staff handle challenging collection conversations more professionally with debtors and customers with overdue payments and collect more overdue debts.
By the end of this session, participants will be able to: -
- Follow a step by step debt collection call process.
- Increase debt collector’s confidence when handling challenging collection calls.
- Understand and practice specific collection call best practice techniques.
The Modules
- Module 1 - Introduction to debt collection
- Module 2 - The Debt Collection call process
- Module 2 - Best practice approaches to debt collection
Leading, Managing and Inspiring courses
We know that great Customer Experiences can't happen without great leadership which is why we also offer training designed to improve the way companies lead and the experience employees have within their organisations.
Managing People
2 Day Course
Course Description
This fun, hands on two day programme will cover four core management fundamentals that are essential for each new line manager or supervisor such as setting clear objectives, monitoring performance, situational leadership and motivating your team.
By the end of this training course, participants will be able to: -
This fun, hands on two day programme will cover four core management fundamentals that are essential for each new line manager or supervisor such as setting clear objectives, monitoring performance, situational leadership and motivating your team.
By the end of this training course, participants will be able to: -
- Identify the personal qualities and skills of an effective manager/supervisor.
- Recognise the importance of setting clear objectives and instructions to facilitate good performance.
- Understand and implement the principle of MBWA (Management By Walking Around) to check that standards are being maintained through effective performance monitoring.
- Identify methods for monitoring staff’s performance against both quantifiable as well as behavioral objectives.
- Understand the importance of constructive feedback in maintaining performance standards.
- Understand the key concept of situational leadership.
- Identify ways to motivate staff in the workplace.
- Module 1 - Setting Direction
- Module 2 - Monitoring Performance
- Module 3 - Motivating Staff
- Module 4 - Providing Feedback
Lead, Motivate & Inspire
2 Day Course
Course Description
The best leaders have the ability to share their vision with passion and commitment, giving their people a purpose, a challenge they are willing to embrace and carry on to achieve amazing results.
This two day activity based training program will empower you as a leader in bringing out the best in yourself and others by exploring the most critical success factors of strong leadership that will help you bring your people together, motivate, energize and inspire them to their full potential to achieve extraordinary things.
By the end of this training course, participants will be able to: -
The best leaders have the ability to share their vision with passion and commitment, giving their people a purpose, a challenge they are willing to embrace and carry on to achieve amazing results.
This two day activity based training program will empower you as a leader in bringing out the best in yourself and others by exploring the most critical success factors of strong leadership that will help you bring your people together, motivate, energize and inspire them to their full potential to achieve extraordinary things.
By the end of this training course, participants will be able to: -
- Describe the roles and responsibilities of a true leader.
- Clearly understand the difference between the role of a manager and the role of a leader.
- List the three main essential roles of a leader.
- Understand what motivates people and explain the “4motive” motivational model.
- Identify what employees want from a leader.
- Understand different perspectives and what defines a true leader.
- Find out their preferred leadership style.
- Balance team, task and individual functions.
- Identify what it takes to role model strong leadership.
- List the leadership critical success factors.
- Module 1 - What Leaders Do?
- Module 2 - What Leaders Know?
- Module 3 - What leaders are like?
Emotional Intelligence
2 Day Course
Description
Through a series of hands-on activities and key emotional intelligence concepts, this one-day training program will help participants improve their emotional intelligence skills enabling them to use emotional information from themselves and others, integrate this with their thinking for better decision making helping them to more easily get what they want from the immediate situation and from life in general.
This highly interactive training program will help participants become more balanced in their thinking, feeling and doing by giving them the essential skill and mindset for proper self-awareness, self-management, self-motivation and relationship management empowering them with a choice in how they think, feel and act.
By the end of this training course, participants will be able to: -
The Modules
Through a series of hands-on activities and key emotional intelligence concepts, this one-day training program will help participants improve their emotional intelligence skills enabling them to use emotional information from themselves and others, integrate this with their thinking for better decision making helping them to more easily get what they want from the immediate situation and from life in general.
This highly interactive training program will help participants become more balanced in their thinking, feeling and doing by giving them the essential skill and mindset for proper self-awareness, self-management, self-motivation and relationship management empowering them with a choice in how they think, feel and act.
By the end of this training course, participants will be able to: -
- Understand what emotional intelligence is, and how it can improve both their personal and professional life.
- Understand the importance of self-awareness and getting in touch and understand their feelings and emotions in developing their emotional intelligence skills.
- Practice techniques to self-motivate, control emotions and challenge negative thought patterns.
- Understand the importance of empathy and developing your social awareness for properly managing relationships with other as an emotionally intelligent person.
The Modules
- Module 1 - An Emotional Intelligence Primer
- Module 2 - Self Awareness
- Module 3 - Self- Management
- Module 4 - Self-Motivation
- Module 5 - Empathy
- Module 6 - Relationship Management
- Module 7 - Emotional Intelligence in Decision making
- Module 8 - Resilience and Cultural Considerations
Coaching for Better Performance
2 Day Course
Course Description
In this two-day interactive training program, participants will learn a structured process that will enable them to systematically develop their people and unlock their potential to improve their performance. Participants will learn through a series of hands-on activities, and practice two different coaching models (Continuous support coaching model & GROW coaching model) enabling them to turn work experienced problems into learning situations.
By the end of this training course, participants will be able to: -
The Modules
In this two-day interactive training program, participants will learn a structured process that will enable them to systematically develop their people and unlock their potential to improve their performance. Participants will learn through a series of hands-on activities, and practice two different coaching models (Continuous support coaching model & GROW coaching model) enabling them to turn work experienced problems into learning situations.
By the end of this training course, participants will be able to: -
- Know what coaching is and the key goals of coaching others for better performance
- Understand the skillset as well as the mindset of a successful coach.
- Practice two different coaching models (Continuous Support Model – GROW Coaching Model)
- Use a structured and professional process to confidently conduct coaching interventions to improve performance of their people.
The Modules
- Module 1 - What is Coaching?
- Module 2 - The Coaching Mindset
- Module 3 - Coaching through continuous support
- Module 4 - The GROW coaching model
Building High Performing Teams
2 Day Course
Course Description
A highly engaging one-day training program packed with a plethora of fun activities and games focusing on the key characteristics of high performing teams. The high energy training program will help you equip members of a team with the essential skill set and mind set to be a professional team player in a high performing team in which every individual takes responsibility to be productive, proactive and reliable.
The training program will help you create a more professional, dynamic, effective work team that enjoys the work environment and consistently achieves more.
By the end of this training course, participants will be able to: -
The Modules
A highly engaging one-day training program packed with a plethora of fun activities and games focusing on the key characteristics of high performing teams. The high energy training program will help you equip members of a team with the essential skill set and mind set to be a professional team player in a high performing team in which every individual takes responsibility to be productive, proactive and reliable.
The training program will help you create a more professional, dynamic, effective work team that enjoys the work environment and consistently achieves more.
By the end of this training course, participants will be able to: -
- Understand the key advantages of high performing teams and why companies are firm supporters of the team model.
- List the Ten Characteristics of high performing teams.
- Identify the attitude, skills and knowledge of the perfect team member.
- Explain the Ten Characteristics of high performing team members.
The Modules
- Module 1 - Introduction to Teamwork
- Module 2 - Characteristics of High Performing Teams
- Module 3 - High Performing team management
Communicating with Clarity and Impact
1 Day Course
Communicating with Clarity and Impact
1 Day Course
This energetic training program focuses on the most essential communication skills needed for the challenging and competitive working environment of today. It starts off with a fun exercises that will put the listening skills of participants to the test and lay the ground for many of the concepts throughout the program. From active listening to properly utilising the power of questions and using language that engages others. Participants will learn a communication model that will enable them to communicate more clearly, confidently, and effectively, build better rapport and improve their overall communication with others.
By the end of this training course, participants will be able to: -
The Modules
1 Day Course
This energetic training program focuses on the most essential communication skills needed for the challenging and competitive working environment of today. It starts off with a fun exercises that will put the listening skills of participants to the test and lay the ground for many of the concepts throughout the program. From active listening to properly utilising the power of questions and using language that engages others. Participants will learn a communication model that will enable them to communicate more clearly, confidently, and effectively, build better rapport and improve their overall communication with others.
By the end of this training course, participants will be able to: -
- Explain 4 essential communication principles.
- Communicate more clearly, confidently and effectively.
- Listen and ask insightful questions & utilise the power of questions.
- Use techniques to build better rapport with others.
- Combine voice tone and non-verbal communication with appropriate language that engages others.
The Modules
- Module 1 - How well do you communicate today
- Module 2 - Using Engaging Language
- Module 3 - Use the Power of Questions
- Module 4 - Active Listening
- Module 5 - Rapport and non verbal communication
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