Self-Paced Training Courses for Customer Service
The Ultimate Training Flexibility!
Whilst our physical (in-person) training and live-facilitated online training courses have great reviews and can provide some flexibility, self-paced online training courses provide a cost-effective solution that enables your employees to complete the training at any time.
We now offer over 300 self-paced training courses and micro-learning videos that are no longer than 10 minute modules, covering a wide range of topics, including:
- Customer Service
- Challenging Customers & Complaints
- Sales
- Communication Skills
- Coaching
- Leadership
- Health & Wellness
- Stress & Resilience
- Conflict & Negotiation
- Leadership
With cost-effective pricing, a purpose-built platform that makes it easy to assign and track progress with your employees, and an extensive library of over 400 locally produced training videos and courses, our self-paced online training courses provide a range of flexible options to improve the skills of your employees.
Benefits of Self-paced Online Training Courses
There are lots of benefits to self-paced online training courses for all employees, including:
- You can learn when and where you want (great for those working from home or in the office) with the content available across all devices with an internet connection.
- For contact centres, it can be easily scheduled into rosters to minimise the impact to customer service (e.g. scheduled learning time during the quieter periods).
- As the sessions are short (typically less than 15 minutes), employees can continue to learn and develop their skills during a quite period.
- You can learn on-demand – if an employee encounters a situation they aren’t sure how to deal with, for example, they can instantly complete a suitable course or do a quick refresher to brush up on their skills rather than waiting for a set training course date.
- It suits different learning styles.
- You can learn at your own pace.
- It stays on-topic with no distractions compared to classroom-based training
- They are cost-effective.
- You can revisit the material at any stage.
Who are the self-paced courses suitable for?
The self-paced courses, pathways and micro-videos can be used for any business for all staff. The focus is on the soft skills people can use in just about any role.
Below we’ve outlined some of the benefits for different groups.
Frontline Employees
Whether your frontline employees are in a call centre, retail store, factory floor, admin/office etc, the content can be accessed easily via any internet device from any location.
Your employees can watch a 1-minute skills video for a quick refresher, they can be assigned to do a specific video course by a manager or work through a learning pathway (that contains between 8 and 13 individual courses of around 10 minutes duration each), or, they can be free to browse and select whatever courses take their interest.
Most of the frontline employee content is specifically designed for employees working with customers to help them develop a range of customer service/sales skills and personal communication skills, as well as arm them with powerful resilience and stress management superpowers!
Frontline Managers
Managers can assign video courses for their teams to watch and use the completed workbooks to ensure understanding and to facilitate deeper conversations where required.
They can also play videos in daily huddles, team meetings, coaching sessions and mini-training sessions.
The Leadership and Coaching video courses can also be used to strengthen their skills and
improve their leadership behaviours.
Senior Managers
For senior management, the knowledge that a library of soft skills content is readily available
that can easily be embedded into training, inductions, refreshers and ongoing coaching can
be a great strategic strength.
Senior managers could also benefit directly from the leadership, stress, resilience, and interpersonal content.
Human Resources and Learning Teams
The library can be used to save time in creating soft skills content for the use of the
business.
The short video courses can be used for individuals rather than having to run
group workshops or scheduling a calendar of workshops.
Managers can ask the HR teams for content and can be directed where to go for specific individual training needs.
Extensive Library of Content
You can gain instant access to over 300 training videos, workbooks and assessments (and growing!) on a wide variety of skills that are suitable for most businesses, including:
- Over 230 1-minute technique videos.
- Over 120 10-minute video courses with workbooks and quizzes.
- Over 20 pre-defined pathways with between 8 and 13 video lessons, workbooks and quizzes, or you can design your own.
Content that never grows old!
Courses are constantly being updated with the latest information and new courses are added monthly, ensuring the content never gets stale.
Recently, we’ve just added two courses on Artificial Intelligence, Fraud Awareness and Crisis Management Part 2!
Course Pathways
Whilst you can complete individual courses and assessments, we’ve also bundled together popular courses into defined pathways that are specifically designed to upskill for a particular role or scenario.
For example, you may want to ensure all your employees have completed the courses on Stress and Resilience and that you have a record of them completing the modules and workbooks to ensure they are understood.
For example, if you have employees who interact with customers, you can allocate Customer Service courses to them to ensure they grasp the basic fundamentals of customer service.
Below, you can view some of our pre-built course pathways, or you can design your own pathways!
We’ve got 20 different pathways that have all been specifically built to enhance skills across a wide range of competencies.
In addition to the eight course pathways listed below, as of October 2024, we also have pathways for Advanced Leader, Challenging Customers, Coaching Skills, Communication Skills, CRM AWards, Improving Mental Health, Managing Conflict, New Leader, Pandemic Support, Remote Working, Telephone Etiquette, Training and Presenting, and Time Management.
When your employees complete any of the course pathways, they will receive a digital certificate of achievement!
Customer Service Pathway
Designed for any employee who has to interact with customers!
The Customer Service pathway consists of 12 x self-paced modules on:
- Attitude
- Customer Service Excellence
- Communication
- Listening Skills
- Questioning Skills
- Showing Empathy
- Being Assertive
- Positive First Impressions
- Handling Difficult Customers
- Keeping your Customer Informed
- Fix the Customer First
- Advanced Customer Service
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
Sales Pathway
The sales pathway has been designed for employees involved in sales for your business. It helps employees hone their sales skills and generate more leads and sales.
The Sales pathway consists of 8 x self-paced modules on:
- Know your Business
- Introduction to Selling
- Managing Customer Needs
- Outbound Calling
- Consultative Selling
- Close the Sale
- Influencing Skills
- Negotiation Skills
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
Challenging Customers
Handling challenging customers is a skill that just about everyone needs to equip themselves with, and this course has been designed to provide your employees with more confidence when dealing with the various types of challenging customers.
The Challenging Customers pathway consists of 12 x self-paced modules on:
- Showing Empathy
- Questioning Skills
- Listening Skills
- Communication Skills
- Being Assertive
- Managing Customer Needs
- Difficult Customer Types
- Handling Difficult Customers
- Handling Conflict
- Abusive Customers
- Negotiation Skills
- Advanced Difficult Customers
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
Contact Centre Agent Pathway
The Contact Centre Agent pathway helps to develop the skills of new and existing agents, including award-winning techniques in phone and email response.
The Contact Centre Agent pathway consists of 13 x self-paced modules on:
- An Introduction to Contact Centres
- Attitude
- Customer Service Excellence
- Answering the Telephone
- Showing Empathy
- Communication Skills
- Award Winning Telephone Techniques Part 1
- Award Winning Telephone Techniques Part 2
- Positive First Impressions
- Handling Difficult Customers
- Keeping your Customers Informed
- Fix the Customer First
- Award Winning Emails
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
Receptionist Skills Pathway
The Receptionist Skills pathway is designed for individuals working in a reception role who greet customers in person, take phone calls, and deal with the occasional difficult customer.
The Receptionist Skills pathway consists of 8 x self-paced modules on:
- Attitude
- Customer Service Excellence
- Communication Skills
- Answering the Telephone
- Showing Empathy
- Telephone Call Control
- Positive First Impressions
- Handling Difficult Customers
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
Stress and Resilience Pathway
Designed for all employees regardless of their role, the Stress and Resilience pathway is designed to help employees build their resilience and coping skills.
The Stress and Resilience pathway consists of 7 self-paced modules on:
- Managing Stress
- Resilience
- Health & wellness
- Being Assertive
- Mindfulness
- Developing Mental Endurance
- Emotional Clients and Colleagues
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
Leadership Essentials Pathway
The 12 self-paced modules, designed for new and existing leaders, will help any leader improve their leadership skills.
The Leadership Essentials pathway consists of 12 x self-paced modules on:
- Being a New Leader
- Influencing Skills
- Coaching for Change Part 1
- Coaching for Change Part 2
- Giving Instructions
- Being Assertive
- Handling Conflict
- Difficult Conversations
- Time Management
- Giving and Receiving Feedback
- Emotional Intelligence
- Dealing with Change
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
Actioning Requests for Service Pathway
The Actioning Requests for Service pathway is for employees who deal with actioning requests for service such as utilities, councils, tech support, etc.
The Actioning Requests for Service pathway consists of 10 x self-paced modules that focus on dealing with people and solving issues, including:
- Service Requests
- Communication Skills
- Positive First Impressions
- Managing Customer Needs
- Problem Solving
- Attitude
- Keeping our Customers Informed
- Handling Conflict
- Handling Difficult Customers
- Taking Initiative
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
- Customer Service
-
Customer Service Pathway
Designed for any employee who has to interact with customers!
The Customer Service pathway consists of 12 x self-paced modules on:
- Attitude
- Customer Service Excellence
- Communication
- Listening Skills
- Questioning Skills
- Showing Empathy
- Being Assertive
- Positive First Impressions
- Handling Difficult Customers
- Keeping your Customer Informed
- Fix the Customer First
- Advanced Customer Service
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
- Sales
-
Sales Pathway
The sales pathway has been designed for employees involved in sales for your business. It helps employees hone their sales skills and generate more leads and sales.
The Sales pathway consists of 8 x self-paced modules on:
- Know your Business
- Introduction to Selling
- Managing Customer Needs
- Outbound Calling
- Consultative Selling
- Close the Sale
- Influencing Skills
- Negotiation Skills
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
- Challenging Customers
-
Challenging Customers
Handling challenging customers is a skill that just about everyone needs to equip themselves with, and this course has been designed to provide your employees with more confidence when dealing with the various types of challenging customers.
The Challenging Customers pathway consists of 12 x self-paced modules on:
- Showing Empathy
- Questioning Skills
- Listening Skills
- Communication Skills
- Being Assertive
- Managing Customer Needs
- Difficult Customer Types
- Handling Difficult Customers
- Handling Conflict
- Abusive Customers
- Negotiation Skills
- Advanced Difficult Customers
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
- Contact Centre
-
Contact Centre Agent Pathway
The Contact Centre Agent pathway helps to develop the skills of new and existing agents, including award-winning techniques in phone and email response.
The Contact Centre Agent pathway consists of 13 x self-paced modules on:
- An Introduction to Contact Centres
- Attitude
- Customer Service Excellence
- Answering the Telephone
- Showing Empathy
- Communication Skills
- Award Winning Telephone Techniques Part 1
- Award Winning Telephone Techniques Part 2
- Positive First Impressions
- Handling Difficult Customers
- Keeping your Customers Informed
- Fix the Customer First
- Award Winning Emails
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
- Reception/Admin
-
Receptionist Skills Pathway
The Receptionist Skills pathway is designed for individuals working in a reception role who greet customers in person, take phone calls, and deal with the occasional difficult customer.
The Receptionist Skills pathway consists of 8 x self-paced modules on:
- Attitude
- Customer Service Excellence
- Communication Skills
- Answering the Telephone
- Showing Empathy
- Telephone Call Control
- Positive First Impressions
- Handling Difficult Customers
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
- Stress & Resilience
-
Stress and Resilience Pathway
Designed for all employees regardless of their role, the Stress and Resilience pathway is designed to help employees build their resilience and coping skills.
The Stress and Resilience pathway consists of 7 self-paced modules on:
- Managing Stress
- Resilience
- Health & wellness
- Being Assertive
- Mindfulness
- Developing Mental Endurance
- Emotional Clients and Colleagues
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
- Leadership Essentials
-
Leadership Essentials Pathway
The 12 self-paced modules, designed for new and existing leaders, will help any leader improve their leadership skills.
The Leadership Essentials pathway consists of 12 x self-paced modules on:
- Being a New Leader
- Influencing Skills
- Coaching for Change Part 1
- Coaching for Change Part 2
- Giving Instructions
- Being Assertive
- Handling Conflict
- Difficult Conversations
- Time Management
- Giving and Receiving Feedback
- Emotional Intelligence
- Dealing with Change
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
- Actioning Requests for Service
-
Actioning Requests for Service Pathway
The Actioning Requests for Service pathway is for employees who deal with actioning requests for service such as utilities, councils, tech support, etc.
The Actioning Requests for Service pathway consists of 10 x self-paced modules that focus on dealing with people and solving issues, including:
- Service Requests
- Communication Skills
- Positive First Impressions
- Managing Customer Needs
- Problem Solving
- Attitude
- Keeping our Customers Informed
- Handling Conflict
- Handling Difficult Customers
- Taking Initiative
Each course module consists of a 10-minute video, a workbook that contains questions, action plans and space for a manager/trainers feedback, and a five question multiple choice online assessment.
On completion of an assessment, a certificate of achievement is awarded!
How to Access Our Self-paced Online Courses Library
You can use any of our content on your own LMS (Learning Management System) or Marketplace or access the content on our award-winning platform.
Individual Access
If you’re familiar with Netflix, you’ll have no problems navigating our platform!
Simply choose from hundreds of short one-minute skills videos and over 100 courses with a video, workbook and assessment.
Or, complete some of our pre-determined pathways that have been built specifically for particular roles.
On completing a course pathway, you can instantly download a certificate of achievement!
There is no restriction on how many courses you can take – access includes all of the self-paced courses, micro-learning videos and career pathways.
For Businesses with NO LMS (Learning Management System)
If you run a small business that doesn’t have a Learning Management System, don’t worry – we’ve got you covered!
With our purpose-built management tool, you can easily add your employees and assign individual courses or defined pathways to individual employees or teams (or both) and keep track of the progress of each employee, team or your whole business.
It’s super-easy and intuitive to use, and if you find yourself in any trouble, support is just a call or click away!
There are over 120 courses that include a self-paced video, workbooks that contain questions and action plans employees need to complete (and space for a manager/trainer to provide feedback), and a five-question, multiple-choice online assessment to confirm understanding.
There’s also over 200 1-minute skills videos – great for quickly learning a new skill or technique!
On the successful completion of any of our pathways (or one you create yourself), your employees will be awarded a certificate of achievement (that can be instantly downloaded and also tracked in your dashboard).
This can be an effective way to ensure you have documented evidence of completed training to assist with coaching and compliance.
With over 350 videos and new videos and courses added constantly, there are ongoing development opportunities all year round!
For Businesses WITH an LMS (Learning Management System)
If your business already has an LMS, you can embed all our videos, descriptions and videos on your LMS so your employees can continue to use a platform they are already familiar with.
You are then free to include any videos you like from our library, use existing pathways, or create your own pathways!
If your platform uses SCORM, we can provide you with a minimum of 20 SCORM-ready packages containing all the necessary files.
- For Individuals
-
Individual Access
If you’re familiar with Netflix, you’ll have no problems navigating our platform!
Simply choose from hundreds of short one-minute skills videos and over 100 courses with a video, workbook and assessment.
Or, complete some of our pre-determined pathways that have been built specifically for particular roles.
On completing a course pathway, you can instantly download a certificate of achievement!
There is no restriction on how many courses you can take – access includes all of the self-paced courses, micro-learning videos and career pathways.
- For Businesses with NO LMS
-
For Businesses with NO LMS (Learning Management System)
If you run a small business that doesn’t have a Learning Management System, don’t worry – we’ve got you covered!
With our purpose-built management tool, you can easily add your employees and assign individual courses or defined pathways to individual employees or teams (or both) and keep track of the progress of each employee, team or your whole business.
It’s super-easy and intuitive to use, and if you find yourself in any trouble, support is just a call or click away!
There are over 120 courses that include a self-paced video, workbooks that contain questions and action plans employees need to complete (and space for a manager/trainer to provide feedback), and a five-question, multiple-choice online assessment to confirm understanding.
There’s also over 200 1-minute skills videos – great for quickly learning a new skill or technique!
On the successful completion of any of our pathways (or one you create yourself), your employees will be awarded a certificate of achievement (that can be instantly downloaded and also tracked in your dashboard).
This can be an effective way to ensure you have documented evidence of completed training to assist with coaching and compliance.
With over 350 videos and new videos and courses added constantly, there are ongoing development opportunities all year round!
- For Businesses WITH an LMS
-
For Businesses WITH an LMS (Learning Management System)
If your business already has an LMS, you can embed all our videos, descriptions and videos on your LMS so your employees can continue to use a platform they are already familiar with.
You are then free to include any videos you like from our library, use existing pathways, or create your own pathways!
If your platform uses SCORM, we can provide you with a minimum of 20 SCORM-ready packages containing all the necessary files.
About our Self-Paced Training Videos & Courses Partner
Our production partner for the self-paced training courses, micro-learning videos and quizzes is Learning Planet TV, a New Zealand-based company with over 30 years of experience in learning and development.
With accent-neutral language and a high-quality production, it’s easy to see why they’ve been winning awards for their content since 2013, and the platform is currently being used in over 160 countries worldwide.
Short/condensed version (2-minutes) of a 10-minute course
Example of a 1-minute skills video
Used by Companies Large and Small!
Thousands of companies across the world are already using the Learning Planet platform, and we’re thrilled to have not only some of Australia’s biggest brands already using the platform.
But we’re also excited that small offices, medical clinics, warehouses, retailers, manufacturers, etc, have also invested in providing training for their employees!
Our aim is to ensure all employees have access to great training – whether it’s our self-paced courses like these or our live/facilitated training programs.
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
What’s Included with your Access
Whether you’re a single user or you are purchasing on behalf of your business, all plans include:
- Over 230 1-minute technique videos.
- Over 120 10-minute video courses with workbooks and quizzes.
- Over 20 pre-defined pathways with between 8 and 13 video lessons, workbooks and quizzes, or you can design your own.
- Over 15 60-minute plus scorm interactive courses*
- Downloadable certificates for completed pathways.
- Access to reporting for employees, teams and your whole business*
- Full dashboards to assign courses/pathways to employees, send reminders, track completion and more*
- Access to live customer support during Australian business hours.
*Business accounts only
Flexible Pricing
We have a flexible pricing model that enables full access to the course library of self-paced courses, course pathways, micro-learning skills videos, course workbooks and assessments.
PAY MONTHLY – NO CONTRACTS – CANCEL ANYTIME!
Annual Discounts
If you’d like to pay annually, you’ll save an additional 10%!
Access to our Self-Paced Course Library will be available early December 2024!
Contact us if you’d like to gain early access!