Customer Service Training Courses in Brisbane & Queensland

• Live with an expert trainerReal-time practice and coaching, not a recording.
• Certificate of completionA digital certificate for everyone who completes the course.
• Templates to keepTake-away templates and reference materials to use back at work.
• ACXPA members save 25%Member pricing on every public course.

• 8Oct2026Customer Service Phone EssentialsThu 8 Oct · 9:30am–12:30pm AEDT · 3 hours · Online via ZoomGive your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Thursday 8 October 2026.$315ex GSTView course
• 8Oct2026Reception Customer Service EssentialsThu 8 Oct · 1:30–4:30pm AEDT · 3 hours · Online via ZoomHelp your front desk make a great first impression on every visitor, call and email in this 3-hour live online course with Simon Blair, on Thursday 8 October 2026.$315ex GSTView course
• 13Oct2026CX Management FundamentalsTue 13, Wed 14, Thu 15 and Fri 16 Oct · 12:30–5:30pm AEDT · 4 × 5 hours · Online via ZoomThe October 2026 CX Management Fundamentals course: 4 x 5-hour live online sessions with global CX expert Daniel Ord, covering the five CCXP® competencies. Rated 4.9/5.$1,997ex GSTView course
• 21Oct2026Real-Time WFM for Contact Centre AnalystsWed 21 Oct · 9:00am–5:00pm AEDT · 1 day · Online via ZoomThe October 2026 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.$697ex GSTView course
• 27Oct2026Phone Customer Service FoundationsTue 27 and Wed 28 Oct · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomGive your team a proven structure for every call, plus the confidence to handle difficult customers, in this 2 × 3-hour live online course with Simon Blair, Tuesday 27 and Wednesday 28 October 2026.$485ex GSTView course
• 27Oct2026People Leadership for Call Centre Team LeadersTue 27 and Wed 28 Oct · 12:30–5:00pm AEDT · 2 × 4.5 hours · Online via ZoomThe October 2026 People Leadership for Call Centre Team Leaders course: 2 × 4.5-hour live online sessions with global expert Daniel Ord on the Team Leader role, engagement and the conversations that lift performance.$897ex GSTView course

Insightful, logical and practical training

Review of Inbound Sales Essentials (Private)

First and Foremost, Simon delivered this training in a very down-to-earth, simple and clear manner. His address was universal to all participants. I really love the way we have changed our mindset form Traditional Sales (yuck) to Modern Buying. So much information I will be printing out the slideshow notes and utilising as a blueprint from which to continue to improve and grow as a Customer Experience Officer in the 10% 🙂

I would definitely recommend this training to others. Simon was able to pepper the core message with fun whilst still delivering an excellent product.

My very first call after the training session, using the techniques taught, “Tell me your situation etc” and being able to resolve that for her, my customer said to me, “Thank you I feel you have understood my issue and won’t need to worry anymore, I feel I have finally been heard”. So, it really does work). Thanks Simon!

Tracy Maguire

Customer Experience Officer

TAFE Queensland

Very Enjoyable, Practical and Engaging!

Review of May 2026 Public Sector Foundations

This training provided valuable insights into essential customer service requirements, including understanding customer needs, effective communication techniques, and the importance of pausing and setting clear expectations. I particularly found the four-step engagement approach (Welcome, Intent, Name, Bridge) very useful, as it provides a structured and practical way to interact with customers both over the phone and at the front counter.

I enjoyed the way the training was delivered by Simon Blair. His approach was clear, engaging, and easy to follow, supported by helpful slides that reinforced key points. Simon also explained the reasoning behind each concept, which made the content more meaningful and easier to apply in the workplace.

Overall, I found this training highly valuable and would recommend it to others. It provides practical tools and techniques that can improve customer interactions and build confidence when dealing with a variety of customer situations.

Skye Dangerfield

Customer Contact Officer

Western Downs Regional Council

Worthwhile training that builds confidence and enhances communication skills

Review of March 2026 Reception Customer Service Foundations

The training course was very informative, well organised and well-paced. The facilitator (Simon) was experienced and explained the concepts clearly. I found it beneficial and would highly recommend it to others looking to build skills in this area. Thank you!

Katerina Cassimatis

Receptionist

Inland Rail

Awesome - Valuable Information

Review of July 2025 Introduction to Contact Centre Management

I found the Introduction to Contact Centre Management course to be highly valuable and relevant to my role. The content was well-structured, practical, and directly applicable to the day-to-day challenges of managing a contact centre.

Justin is very knowledgeable, engaging, and provided real-world examples that made the sessions easy to follow and apply. His approach encouraged open discussion, which made the learning experience both interactive and supportive.

I would definitely recommend this course to anyone in, or aspiring to move into, a leadership role within a contact centre. It provides practical tools, clear strategies, and insights that help build confidence and capability in managing people and processes effectively.

Ashley Stevens

Customer Relations Specialist Team Leader

HECSA

So Helpful!

Review of May 2025 Contact Centre Coaching PRO

Simon was so knowledgeable and easy to work with. I look forward to bringing his enthusiasm and skills to the rest of my team. This course is definitely worth it!

Maggie Flanagan

Service Team Leader

SESS

A very thought-provoking and useful session.

Review of Workplace Resilience Essentials (Private course)

Thank you to Nant for such an insightful and well-paced course. I learnt a lot about my own triggers, responses/reactions to them in both the workplace and life more broadly, and how I can best arm myself to be more resilient in the future, especially having recently come into a workplace that is entirely new to me and moved interstate.

My favourite part of our discussion was the association Nant made between action and confidence. I had never really thought about how confidence can also be something that is practical rather than emotional, and that it is up to us to continually hone this as a skill rather than an attribute that may or may not come naturally to us. Thank you. 🙂

Audrey McGuire

Graduate

Department of Education

Engaging and informative training sessions

Review of Customer Service Professionals (Private Class)

We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!

Michael Chen

CX & Digital Manager

Sealy of Australia

Great Time Spent with Justin!

Review of January 2025 Introduction to Contact Centre Management

The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.

The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.

Katie Duffy

Senior Customer Service Specialist

Viva Energy Australia

Great introduction to Journey Mapping!

Review of November 2024 Customer Journey Mapping

We have recently begun our Customer Experience journey and a huge part of this is understanding the Customer Journey. What a great course this was to introduce us to what it was all about.

We had the best trainers in Rod and Simon and the course was really well structured. Done over 2 sessions, it took us through the basics then gave us some time to piece together a map ourselves. It opened my eyes to things that I hadn’t considered were part of a customer journey before.

Overall, a fantastic course to begin with, well structured, very informative and well-paced with lots of time to ask questions and consider scenarios.

Kylie Manning

Coordinator Customer Service

Mackay Regional Council

Knowledgeable and Engaging

Review of November 2024 Customer Journey Mapping

I recently completed the Customer Journey Mapping course, and it was an incredibly insightful and valuable experience. The course content was well-structured and covered all the essential aspects of customer journey mapping, from understanding customer personas to creating detailed journey maps.

The instructors were knowledgeable and engaging, providing real-world examples that made the concepts easier to grasp. Overall, I highly recommend this course to anyone looking to enhance their skills in customer journey mapping.

It has equipped me with the knowledge and confidence to improve customer experiences and drive better business outcomes.

Kate Cotter

Team Leader Customer Service

Mackay Regional Council

Authentic Course with Genuine Learnings

Review of July 2024 CX Management Fundamentals course

I found this course to be very engaging, Daniel does a wonderful job of keeping it interesting and honestly the time just flew. Whilst I work in the CX Field every day, this course challenges your thinking in the field of Customer Experience (CX) and have given me some fresh perspecitives.

It is not a tick the box type of course, it is very worthwhile with genuine learnings. I would highly recommend to any either starting their journey or well into their CX journey

Meredith Hall

Chief Customer Experience Officer

Southern Cross Care QLD

Best Customer Service/Sales training!

Review of September 2023 Customer Service Phone Professionals

Simon was one of the best trainers I met. He was keen on details, positive and right scripting, understanding, patient, and clear in explaining topics.

He doesn’t just spoon-feed, he really explains the scientific and logical how things work for you to become the best out of many customer service/sales representatives.

He can really tell what you need and will help you overcome the challenges. Also, he has an amazing sense of humor.

Overall he covers everything that you need and the training was fun! Kudos!

MJ

Office Manager

S & J Plumbing and Gasfitting

Most valuable training I have attended

Review of May 2023 Managing Difficult Customers

Daniel is an excellent trainer, the training was engaging, informative and provided practical skills to put into place. The course was run at a great pace and for the first time, I did not feel brain drained at the end of the training (like has been my experience with other organisations). It wasn’t information overload, it was thought provoking, practical and down to earth.

This was the most valuable training I have ever done. I have 31 years in customer service and was not sure how much value I would get out of the course. From the first session the information was powerful, thought provoking and It created a huge paradigm shift in how I view ‘abusive customers’.

While a lot of the skills I already have gained over the years, I have still walked away with some new, some refined skills.

Would highly recommend this to anyone dealing with customers or considering a career in customer service.

Thank you so much.

Kerrilyn Marshall

Client Care Manager

Queensland Family Law Practice

Highly Recommended!

Review of Private Training Courses

From the outset of communicating with Marc to book the course, he was friendly, professional, and very accommodating to our needs which were greatly appreciated.

We had the privilege of being able to have Marc in-house to deliver the course in person for myself and one of my supervisors and Marc did a fantastic job of combining and delivering his ‘How to create amazing team leaders’ and ‘How to be an amazing team leader’ courses, keeping the content relevant and engaging for both of us.

The tools and resources provided will certainly add value to any call centre leaders/managers and give an excellent framework to help build, sustain and continue to develop a strong leadership team within a call centre.

For anyone new to a TL role or for those looking to know how to better develop their TL’s (and identify traits of future TL’s) I would highly recommend Marc’s courses and will look to use them again in future.

Leigh Spires

Call Centre Assistant Manager

National Storage

Excellent content, Excellent delivery, Excellent Instructor

I’ve participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my team’s customer service and customer experience development. Look forward to next one.

Todd Johnson

Manager, Service Centre

Department of Transport & Main Roads

Highly Recommended!

Review of Managing Difficult Customers (Private class)

Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The Managing Difficult Customers training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.

Monica Malgarini

Operational Change Manager

QLD Corrective Services

Wow!

Review of September 2019 Contact Centre Management Fundamentals

I have to say I didn’t sleep much at all last night, so much information and learning bouncing around in my head, so much to challenge and definitely lots of opportunities to improve. The hardest part is going to be where to start! Ah wait, I know the answer to that one, Service Level!

Claire Prescott

Contact Centre Manager

Unity Water

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