Customer Service Training

Your Customer Service Team is Often the ‘Glue’ that Holds the Business Together, Yet far too Often Customer Service People:

  • Are inconsistently achieving their KPIs
  • Escalate calls too readily
  • Have product, knowledge and systems training however are lacking in communications skills
  • Don’t handle conflict well with customers or have poor C-Sat scores
  • Are often more concerned about keeping under Average Handling Times than helping customers
  • Lack structure in their customer conversations

Their customer service managers often struggle to:

  • Motivate and improve the skill sets of their people day in and day out
  • Understand the core people management principles of running a customer service team
  • Have those ‘tough conversations’ with non-performers around attitudes, behaviours and performance
  • Change mindsets and attitudes of negative team members
  • Coordiante, coach, motivate, monitor, reward and reprimand around outcomes, not tasks
  • Manage people who are ex-peers, older or more experienced
  • Transition from being ‘one of the team’ to their leader

KONA Group’s Customer Service Training will help your customer service team to:

  • Increase first call resolution and customer satisfaction
  • Increase customer experience and relationships
  • Increase customer retention
  • Increase the morale and performance culture of the business
  • Increase KPIs achieved
  • Increase additional products and services sold
  • Reduce staff turnover

To discuss how KONA Group’s Customer Service Training and Coaching can improve your business’s results, contact KONA Group:

Call: 1300 611 288 | SMS: 0425 200 883 | Email:


Suite 1,
11 Phillips Street
Neutral Bay NSW
Australia 2089.


Suite 1,  2 Gipsy Hill
London, SE19 1NL
United Kingdom


Suite 1,
432 Smith Street
Collingwood Victoria
Australia 3066.

We cover all States Australia wide including Sydney, Melbourne, Brisbane, Perth, Adelaide and Hobart.

Contact Us Now or Call 1300 833 574

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