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The Ultimate Customer Service ‘Excellence’ Training Course

Our Customer Service Excellence training course is our flagship Customer Service course for Frontline Team Members in Contact Centres & Face to Face Environments.  Because while it’s easy to pass off great service skills as ‘common sense’ – Customer Service pros know there is an art & science to having a great customer conversation.

And we work not just on skills – we cover mindsets, knowledge and homework exercises that require people to apply what they’ve learned – and then come and talk about it.

There’s a reason this program and variations of it have been our single most popular frontline program for 20 years and around the world.

No scripts, we’ll teach our proprietary techniques, patterns and ideas around serving customers better that will empower your agents to deliver outstanding customer experiences call after call.

And as with all our courses, you’ll have fun doing it! Lots of stories, quizzes, role plays and more will make this course one you’ll remember.

Looking for something a little different? You may also be interested in our Customer Service Essentials or Customer Service Professionals courses as well as specialist courses like Live ChatEmails or Managing Difficult Customers.

Customer Service Excellence training course

Customer Service Excellence Training Course Highlights

  • 16 Hours of Training (4 x 4-Hour modules) delivered live via Zoom
  • Learn skills & methodologies that can be applied across any industry.
  • All delivered live & online by the world’s top contact centre & CX trainer Daniel Ord!

Built for online training

Whilst we have delivered this course face to face (in a pre-COVID world!) for decades, we have now adapted this course to be delivered online using Zoom teleconferencing.

Our Customer Service Excellence training course is our most comprehensive frontline agent course available covering all the skills you need as well as mindsets, knowledge and homework exercises that require people to apply what they’ve learned – and we can do it all online.

This course is delivered over 4 x 4-hour sessions in consecutive days (a total of 16 hours of facilitated live training) to provide the best learning outcomes.

Online Customer Service Excellence training course

Who should do this course?

Customer Service Excellence training course Australia

The Customer Service Excellence training course has been designed to equip participants with skills required to excel in a contact centre/customer-facing work environment.

The 4 x 4-hour modules have been designed to be delivered in a structured manner enabling students to progressively build their skills with lots of checkpoints along the way to ensure the learning is sinking in!

The skills we teach are applicable to all industries, products and services.

Typical roles include:

  • Call centre agents (sales or service)
  • Customer service staff
  • Telephone account management
  • Complaints teams

If you have someone who is new to call centre or customer service work, or they need to upskill in a quicker time period, check out our Customer Service Essentials courses or our Customer Service Professionals courses.

What you’ll learn:

Our 16 hours of facilitated learning, our Customer Service Excellence training course is designed to equip Frontline Contact Centre Agents with the skills & knowledge to deliver outstanding customer service & care over the phone.

We even address sales aspects for those contact centres who handle sales or revenue-generating conversations.

Despite the use of many new channels today, the ‘voice’ channel remains popular around the world for most organisations and for many customers, it’s this human interaction can be the difference of them staying as a customer, or leaving your company for good.

We’ve never been big believers in the use of scripts in the contact centre. That takes away from the humanity of the conversation.

But we believe strongly in patterns, techniques and ideas around serving customers better and you’ll learn our proprietary techniques that have been continuously refined across decades of experience and used by thousands of contact centre professionals across the world.

Customer Service Excellence training in Australia

Four Powerful Modules (approx 4 hours each)

Module 1. Laying down the foundations

In our first session, we set the stage by covering the ‘why’ service matters for attitudinal change as well as the most important Customer expectations for phone-based service today including Respect, Expertise & Solution.

We also address the role of KPIs and how service is measured – both by the Organisation and the Customer in the global industry.

We’ll also introduce our proprietary 4-Step Pattern for managing incoming Customer contacts by phone (or even face to face).

Module 2. Taking Control

In our second session, we continue with our 4 Step Pattern by exploring how to better ‘take control’ of the conversation (which is a good thing!) and then by covering how to present a variety of different solutions – whether that’s making a Product & Service recommendation or troubleshooting some kind of problem.

We also issue the official Mystery Shopper Homework Assignment.

Module 3. Etiquette and taking things to the next level

In our third session, we spent a lot of time in our Mystery Shopper Homework, discussion & debrief.

What we’ve learned over the years is that when you’re able to recognise good and/or not so good behaviours in service behaviours in others – it makes you more aware of your own service behaviours.

Then we look at practical techniques related to Etiquette and taking the conversation to the next level.  Skills that last a lifetime.

Module 4. Managing ourselves, understanding operations & who am I?

In our fourth and final session, we look at mindset & attitude.  What does self-leadership look like?  And why it’s ok when you get tired.

We also cover essential Operations – because Frontline Team Members operate in an eco-system.  And the way that ecosystem works has a direct impact on how they feel.

And finally our full class graduation exercise, ‘Who Am I?’  It seems so deceptively simple but we ensure there are a few surprises planted among everyone.  A great way to wrap our time together.

Does your role handle lots of complaints?

Whilst we cover handling upset customers in this course, if you work in a role that is expected to handle large volumes of disgruntled customers we also have an additional 8-hour course that is focused exclusively on handling difficult customers. It’s a perfect add-on to this course or it can be completed as a stand-alone course.

The Perfect 10! 

Throughout the 16 hours of live, facilitated training by Daniel Ord, we cover 10 topics that have been continuously refined and optimised over the 20 years we have been running this course with plenty of examples, role plays and more to solidify the learnings.

  • Topic 1 - What is Service?

    • What are the top 3 Customer expectations for phone-based service?
    • Where is the Call Centre industry headed in the next 5 years and why that matters to you
    • What is a KPI and why does your organization care about it?
    • Call assessment – what do you think?
  • Topic 2 - Greet

    • Define when the Customer experience begins and why that matters to Agents
    • Understand the aspects that create a great first impression
    • Why Occupancy sometimes hurts our image
    • What does a good Tone of Voice really sound like?
    • Summing up the Greeting and how to know we did it right
  • Topic 3 - Listen

    • 5 KPIs that make listening easy
    • How to express empathy when you need to
    • What are the 5 levels of empathy and does ‘sorry’ always work?
    • When should you get the Caller’s name?
    • When should you verify the Caller?
    • Summing up the Listening step and how to know we did it right
  • Topic 4 - Control

    • Why Control = Expertise
    • The transition phrases that work
    • Avoid the Answering Machine trap
    • Avoid the Brochure Reader trap
    • What does branching mean and how can I use it?
    • Summing up the Control step and how to know we did it right
  • Topic 5 - Solution

    • How to transition into your Solution
    • Presenting a professional Product & Service Solution
    • Presenting a professional Problem Solving Solution
    • Presenting a professional Order Taking Solution
    • How to handle a Basic Enquiry that wows people
    • Summing up the Solution step and how to know we did it right
  • Topic 6 - Mystery Shopper Homework Assignment

    • Discuss & Debrief!
  • Topic 7 - Etiquette & Manners

    • The role of rights & responsibilities
    • What manners really mean
    • How to translate manners into etiquette
    • Review of 9 key phone & face to face etiquette
  • Topic 8 - Taking it to the next level

    • The role of personalization
    • Choice of words and how to eliminate the ‘negative’ from your conversation
    • Match the style – not everyone is the same – should service be the same?
    • Why YES is a tough word to say and how to get better at it
  • Topic 9 - Managing Ourselves

    • What self-leadership looks like
    • Why it’s ok if you get tired – and what to do about it
    • Some essential Operations – because how your Centre runs matters
  • Topic 10 - Bringing it all together

    • Who Am I?
    • The Final Role Play & Exam

About Your Trainer

Your trainer for the Customer Service Excellence course is Daniel Ord from OmniTouch International  the leading contact centre trainer in the world with his courses regularly selling out across the globe.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on Linkedin.

Global Customer Service Training expert Daniel Ord


  • “Interesting, fun & easy to understand because there’s a lot of examples.”
  • “I always enjoyed the examples & explanation provided by Daniel.”
  • “I really enjoyed the training, it was very interactive.”
  • “The training is fun, a good way to reflect the real experience in customer service and resolve some of the personal or emotional issues.”
  • “It’s a great lesson to learn to handle different agents/customers.”
  • “The training exceeded my expectations as it’s very interactive.”
  • “Very useful and easy to understand materials.”
  • “Training is just perfect. Especially now after being so routine with the job, the training gives me more perspective in my job.”
  • “The contents were well distributed and ample time was dedicated to each area.”
  • “Well conducted. The training was interesting and informative.
  • “This is the best course I have taken so far. Daniel was very good. The course touches on current issues. Roleplays were very useful.”
  • It was excellent! The only wish was I should have arranged for this course earlier!

About CX Skills

CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.

As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.

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How and when it’s delivered

The Customer Service Excellence course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:

Public Courses

The Customer Service Excellence training course is delivered as 4 x four-hour modules enabling you to learn your skills with plenty of time to practice and apply your new learnings in between each session.

The times and dates are fixed to enable you to plan ahead around rosters, induction dates etc.  If you would like to have more flexibility on the dates, times and content refer to our private options.

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents exclusively just for your business.

Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.

Learn more about our private course options >

Pricing and Payment Options

The Customer Service Excellence Training course is just $697 per person ex GST for the entire 16 hours of facilitated learning (4 x 4-hour sessions) delivered by global expert Daniel Ord.

Want to register more than 3 staff? Save 15% when booking in the same transaction (note: the discount will be applied on the final checkout page).

Upcoming Public Customer Service Excellence Training Courses: