Phone Customer Service Essentials Course (August 2026)
$278 per person ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Course Introduction
The August 2026 Phone Customer Service Essentials course is a short-duration (3-hour) course that teaches your employees a proven framework for delivering excellent customer service over the phone — with skills they can apply immediately.
Whether it's for new employees, existing employees who are a little stale, or employees who have never had any formal customer service training, this course gives them the structure and skills to deliver consistently great service on every call.
This isn't generic advice like 'smile when you talk' or 'say the customer's name'. It's a practical, repeatable framework — built on real-world data and refined over years — that's easy to learn and instantly apply.
Developed in alignment with the Australian Customer Experience Professionals Association's (ACXPA) Phone Customer Experience Standards and informed by over 50,000 evaluated calls, the framework delivers a proven structure that drives empathy, energy, and simplicity in every interaction.
Your team will learn how to master the start and finish of any phone call, check for understanding, and apply a simple but powerful 2-step method for managing difficult conversations — all part of a framework we know works.
If you're looking for an immediate uplift in your phone customer service, this course delivers it.
August 2026 Phone Customer Service Essentials Course Fast Facts
Boost your team's phone customer service skills in just 3 hours!
Designed for employees in call centres, reception, and other customer-facing phone roles, this interactive live training will equip your team with the skills to handle calls professionally, build rapport, and deliver outstanding customer experiences.
Built for Online Success – Proven, Practical, and Cost-Effective
While we understand some prefer onsite training, our Phone Customer Service Essentials course has been purpose-built for online delivery — offering all the benefits of in-person training with added flexibility and affordability.
In fact, our customer feedback scores remain consistently high, whether the course is delivered online or face-to-face. See why online training works here.
Delivered as a short, interactive, and engaging 3-hour session, this format ensures trainees stay focused while boosting learning outcomes.
The online structure keeps costs low and enables employees to immediately apply their new skills — whether as part of an induction program or to jump straight back onto the phones with newfound confidence.
The course runs virtually via Zoom, easily accessible to anyone with an internet connection and a browser.
Prefer In-Person Delivery?
We also offer onsite training for larger groups. Contact us to discuss private delivery options.
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Who Should Attend the Phone Customer Service Essentials Course?
The Phone Customer Service Essentials course is designed for anyone who speaks to internal or external customers over the phone and needs professional, confident and consistent communication skills.
The skills taught apply across all industries, products and services, ensuring participants can handle inbound and outbound calls with structure, empathy and ease.
This course is ideal for:
- New employees needing strong phone customer service foundations.
- Experienced employees who've become a little stale and need a refresh.
- Teams who've never had formal phone customer service training.
Roles that benefit from Phone Customer Service Essentials include:
Whether onboarding new hires or upskilling experienced staff, this Essentials course builds confidence, structure and communication skills for exceptional service on every phone call.
Phone Customer Service Essentials Course Modules
In one 3-hour live session, your team will learn a proven, repeatable framework for handling phone calls — the same structure used by top performers to deliver standout experiences and efficient first-contact resolution.
Built on insights from over 50,000 evaluated real-world calls and aligned to the Australian Contact Centre Phone Quality Standards (five competencies, 18 behaviours), the framework lifts consistency across office, contact centre and remote environments.
Grounded in empathy, action and energy, participants leave with a clear, repeatable approach they can apply on every call — more confident, efficient and effective from day one.
The training includes demonstrations and practice across five key modules:
The Psychology of Customer Service
The first module of the Customer Service Phone Essentials course includes a short exploration of what customers want and need based on decades of research with an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Phone Quality Standards and how they enable more effective call handling and premium service delivery.
How to Engage
Your employees will learn how to create a strong first impression and improved customer focus through strong ownership, intent, and the management of customer expectations to build trust and confidence.
A range of customer call type simulations will be used to practice with participants the key skills and behaviours learnt to better engage customers.
How to Educate & Inform
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to drive more effective and efficient conversations to identify customer needs and determine the best solution in a way that doesn’t make them feel like ‘just a number’.
They will then learn the key requirements to better present relevant products, services, and process information to customers with a focus on making consistent checks for questions, understanding, and suitability.
How to Close
Employees will learn and practice how to better control and transform the end of their calls to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
Energy, Empathy & Objections
We will teach your employees how to consistently sound fresh and engaging whilst projecting confidence and clarity with each customer interaction.
Participants will learn (and practice!) a powerful two-step method for dealing with more challenging customer types and situations and how to use the most appropriate language, empathy techniques, and actions to enable better call outcomes.
The modules are designed to have an immediate impact — delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone.
Compare Alternative Phone Customer Service Courses
You're currently viewing the Phone Customer Service Essentials course, but if you're looking for a more comprehensive training experience, you may be interested in our Foundations or PRO courses. Below is a quick comparison of the available options to help you choose the best fit.
Not quite the right fit? We also offer customer service training for frontline teams, reception staff, tech support, and inbound sales roles. Explore other training categories →
About Your Trainer
The Customer Service Phone Essentials training course is designed and facilitated by Simon Blair , one of Australia’s leading Customer Service Trainers.
Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.
He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.
He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.
Recent Customer Service Phone Essentials Course Testimonials
What makes the CX Skills courses stand out from the pack is the quality of our trainers, who are all industry experts — not just trainers reading off a course template.
Our trainers live and breathe the industry, and it’s the reason behind our exceptional customer testimonials and ratings — a sample of which you can read below for this particular course.
Very Patient and Engaging - Highly Recommended
I found the training very engaging and practical. The information was presented and explained in a way that related to real life scenarios and was easy to comprehend. Simon is a very patient and effective teacher. I would absolutely recommend this course to others, not just for customer service efficiency but for gaining knowledge about communication, socialisation etc.
Well worth every minute
I was nervous making and taking phone calls. This course has given me clear structure that I can follow not just for phone calls, but for everyday conversation. Simon personalised the content for my situation which only enhanced what I got out of the experience.
He is very knowledgeable and made the whole session fun. I feel much more confident now to be able to handle any phone call. Highly recommend this course and Simon as an instructor.
Great Content Delivery and Engagement!
A three-hour session that was engaging from start to finish. Simon was able to not only keep us engaged but provide multiple options of support tailored to each person’s key learning area. Constantly seeking reassurance from everyone that we not only understood but also supporting any questions or comments we may have had. Continual conversation and verbal delivery rather than reading from an info pack on the computer was a very effective way of delivering the session.
Very relevant and interactive!
Simon delivered this workshop really well, great interaction and insights with great take aways.
The Training Really Works!
I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.
I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.
After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Informative and fun!
Thanks for the training Simon, it was very informative and enjoyable!
Engaging and informative
I recently took part in the Customer Experience training conducted by Simon, which was mandatory for all employees. Before the training, like many others, I was apprehensive about its duration given our busy schedules and anticipated would be boring.
Surprisingly, it turned out to be the complete opposite. The training flew by, thanks to Simon’s fun and energetic delivery and his encouragement for active participation in various scenarios.
He imparted valuable insights and practical tips applicable not only in the workplace but also in personal interactions. Overall, the session was highly informative and engaging. Thank you, Simon!
Good Theory and Practice
Really enjoyable session, feel like a good use of time. The session felt like 40min as opposed to the full three hour block!
The focus on structure and technic meant that the content was well conveyed and practiced in the session.
Great info, needed more time for practice
We found the information very useful, and there was great examples and knowledge imparted in the training.
The changes in techniques and updates to some of the techniques I had been taught previously were appreciated.
I wished there had been more time to do role plays to practice the techniques more, so the team could have felt more comfortable with them.
However, the introduction to the trainer was too long winded. I would rather the presentation of the material follow the call flow, as for newer staff we jumped around and lot.
The material sent after the course was greatly appreciated and I have some of the pages displayed on my wall to assist me to use the techniques.
A crack-up 🙂
Simon thank you for making the training enjoyable and engaging. I have walked away with a lot of useful tips on dealing with difficult calls.
There's something about Simon!
They say you can’t teach an old dog new tricks, I am here to say yes it is possible.
Simon is the perfect training partner for the job, as we all know we are never too old or too young to learn new techniques, even though we may be set in our ways.
Simon was able to gently implement new methods in ways that felt comfortable and natural.
I believe this service would be very beneficial for all areas of customer service and the results to your business is paramount in an ever changing landscape.
Thanks once again Simon.
EFFECTIVE AND FUN
Simon is an engaging and experienced trainer who taps into your customer service skills. He recognises the issues on the personal level and gives advice that caters to each issue. Very helpful and glad I have the chance to attend his sessions.
Customer Service Phone Essentials course
Training was just the right length in duration. Was to the point and enjoyable . Definitely not boring or long winded. Would certainly recommend.
Some Great Helpful Tips!
Very interesting, learnt some helpful tips on customer service! It would be great to learn more on dealing with conflict or emotions as we get a few emotional patients and family members.
Well Run
Simon helps make a somewhat painful process both instructive and even a little enjoyable. Clear structure to information helps make it easy to understand.
Highly Beneficial!
I found the training most beneficial as this is my first time in a call centre environment.
Simon was a fantastic trainer being down to earth and with so much experience in the field, the role play really helped consolidate the information and stepping it out in sequence.
Informative and personable
I would recommend this course even for the most seasoned customer-facing professional.
Simon’s insights and experience were communicated in an engaging way and the benefits of the suggestions were seen immediately once implemented.
Great Language Tips!
I found the language tips when communicating with customers have really helped me augment my skills. Really useful!
Two excellent sessions of Customer Service Training
I would recommend these sessions to everyone who is looking to sharpen their customer service skills.
Engaging and thorough
Simon is extreme knowledgeable and knows how to train a team with relatable material to our day to day work.
Informative, picked up a few tips!
Great trainer, informative and entertaining, made the content easy to understand. Thanks Simon!
Highly Recommended!
This training would have to be one of the best I have attended whilst being at the City of Casey.
Simon was very engaging and made everyone feel inclusive in the meeting.
The scenarios we went through has helped me structure my calls more efficiently and personable.
I would highly recommend Simon and this training!
Highly Recommended!
Highly recommend this course to anyone wanting to boost their skills and confidence with customer interactions and providing a high level of customer service.
Simon was a fantastic teacher, super friendly, extremely knowledgeable and takes pride in what he does. Thank you!
Simple and Effective!
Simon was great at delivering the course! I have learned a few essential steps that hugely improved my confidence and the quality of my customer service. I highly recommend this course!
Highly recommended!
When we started our work with Simon we incorporated his Five Degrees model into our CX framework. This has helped us deliver improved service through via both our own staff and also those with our outsourced partners. Everyone has reaped the benefits from our improved Service Desk experience to Toyota employees that has come from our long-term partnership.
Great feedback from all participants
Hi Simon, the training workshops with the team went really, really well. It was such a positive learning exercise for all of them and the feedback I received was great!
Exceeded all expectations!
“We weren’t sure what to expect when we switched from the classroom training approach to an online delivery model. It exceeded all expectations and provided an even better experience for staff as well as enhanced learning outcomes. The structured approach of the model lends itself extremely well to online facilitation. I couldn’t recommend it more highly!
Noticeable improvements
The methodology provides a clear framework to sustain improvements. It is easy to understand, easy to train and provides a foundation for individual and team improvement.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
How and When It’s Delivered
The August 2026 Customer Service Phone Essentials course is delivered live online, making it easy to join from anywhere.
As a public course, your employees will train alongside professionals from other businesses, providing a dynamic and interactive learning experience.
Pricing and Payment Options
Facilitated by Simon Blair, the August 2026 Customer Service Phone Essentials course delivers impactful training that fits your team’s schedule and budget.
Whether you’re upskilling one employee or an entire team, just choose the quantity at the top of this page — easy!
💳 Credit card or invoice payments accepted.
Full payment required before training starts.
🎯 Secure your spot now and give your team the skills to succeed!
