Loading Courses

All Courses

Customer Service ‘Essentials’ – November 2020

November 2 @ 10:30 AM - 12:30 PM | $397
Share this course:

Fast-track your customer service skills! 

The November 2020 Customer Service Essentials training course is designed to teach students the fundamental customer service call behaviours and consumer psychology required to deliver superior phone experiences day after day, call after call – fast!

Delivered over 5 x 2-hour sessions, we’ll teach a structured, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy.

Our proven call handling model helps to influence a strong customer perspective and the building of call handling capability that will enable them to consistently deliver a premium phone experience across any product, service or industry.

Focus your time, energy and expertise in teaching your critical product, systems and process training and leave the call handling “soft skills” component with us. Get your staff call ready now and provide them with the perfect springboard into your business with impact from the start.

Not only will your call centre staff come away with increased knowledge and skills in premium call handling but they will be given the keys to unlock both improved business outcomes and job satisfaction.

First Contact Resolution, Customer Satisfaction, Net Promoter Score, Call Quality and Employee Engagement are all positively impacted through learning how to be both more efficient and more effective on each customer interaction.

November 2020 Customer Service Essentials course for call centres

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

November 2020 Customer Service Essentials Course Fast Facts

  • 5 x 2-hour modules (60 minutes of facilitated learning & 60 minutes of practice & demos each module)
  • Learn skills & methodologies that can be applied across any industry.
  • Delivered in one week making it easy to fast-track skills for new agents or as part of an induction program.
  • All delivered live & online by Australia’s top CX trainer!

Built for online training!

The November 2020 Customer Service Essentials training course has been specifically adapted to be delivered online with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.

With two hours per day, trainees have the capacity to focus on our sessions whilst still having time to practice or take on additional learning like products & services training, systems training etc that is facilitated by others in your business.

Delivered online, there is also no time lost travelling to venues meaning contact centre agents can quickly log in and start learning from the comfort of their home or private learning space.

Online November 2020 Customer Service Essentials Training course

Who should do this course?

Call centre agent training November 2020

As this November 2020 Customer Service Essentials training course is delivered quickly with 5 daily x 2-hour sessions,  it’s designed for someone commencing or has recently commenced, in a role that involves having discussions with customers over the phone who needs to learn the fundamental customer service skills and how to have quality conversations. The skills we teach are applicable to all industries, products and services!

Include it as part of your induction program (so you focus on your products, services and processes and leave the soft skills to us) or as a short course to quickly upskill frontline agents with core customer service skills.

It would also be suitable for existing staff who have never received any structured soft-skills training.

Typical roles include:

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

If you already have some experience on the phones, check out our Customer Service Professionals course which is spaced out over 4 weeks and includes some additional content like handling difficult customers.

How and when it’s delivered

The November 2020 Customer Service Essentials training course is delivered as one 2-hour module per day across a single week.

  • Monday 2nd November – 10:30 am to 12:30 pm
  • Tuesday 3rd November – 10:30 am to 12:30 pm
  • Wednesday 4th November – 10:30 am to 12:30 pm
  • Thursday 5th November – 10:30 am to 12:30 pm
  • Friday 6th November – 10:30 am to 12:30 pm

The course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing.

When the November 2020 Customer Service Essentials Course is being delivered

Date’s don’t suit? Check out our other upcoming Customer Service Essentials courses or contact us where we can deliver the same course with dates and times to suit you, along with custom-built role plays, simulations and call examples based on your business.

We also have other Customer Service courses available – click here to learn more >

What you’ll learn:

The November 2020 Customer Service Essentials training course is designed to first influence the psychology of participants to start viewing service from a customer perspective rather than their own internal, operational mindset. Then the call handling model that forms the basis of the program, ‘The 5 Degrees of Customer Experience’, is introduced in a sequenced manner that builds competency and new habits in a staged approach.

There’s plenty of role-playing and practice built in to ensure agents can put their new skills to work with the practice conducted in a safe, fun and welcoming online environment.

At the end of the course, trainees will be provided with a certificate of achievement and be empowered with skills that will stay with them for life!

November 2020 Customer Service Essentials Training course takeaways

5 x 2 Hour Modules:

1. The 5 Degrees of CX

An exploration of what customer’s want with an introduction to ‘The 5 Degrees of CX’ competencies.

2. Energy, Empathy & Resilience

Breathing; the power of the pause; vibrant & natural delivery; empathy at all times even when saying “no and how to build your resilience in the face of repetition.

3. Engage

The first 30 seconds of conversation to personalise the call, show strong intent, manage expectations and build trust.

4. Discover

Effective listening; open conversation; checks to confirm what the customer wants to achieve and how to resolve.

5. Educate & Close

Paint pictures of what you know matched to customer needs; check for questions & resolution; show appreciation.

About Your Trainer

The Customer Service Essentials November 2020 course has been designed by two of Australia’s leading Contact Centre & Customer Experience experts, Justin Tippett & Simon Blair who have combined their expertise to bring you the premier online facilitated training available in the marketplace today.

They have drawn on their more than 50 combined years of contact centre consultancy, management, and performance improvement experience to help teach and build habits in the most critical call handling behaviours that have already been used to transform thousands of staff across diverse operations into Customer Service Superstars.

Simon has trained thousands of agents across Australia and as well as one of Australia’s top trainers, Simon is an avid podcaster, father of 4 and he’s a proud supporter of the North Melbourne AFL team (don’t hold that against him!).

Simon Blair Profile Picture
Simon Blair is one of Australia's leading Customer Experience trainers helping thousands of staff to become customer service superstars!


Feedback from Managers who have implemented this course:

customer testimonial from Tim Green

“We weren’t sure what to expect when we switched from the classroom training approach with Five Degrees 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 5 Degrees model lends itself extremely well to online facilitation. I couldn’t recommend it more highly. – Tim Green, Commercial Capability Manager, Philip Morris

Belinda Morrisby Testimonial

“Hi Simon, yesterday’s training workshop 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! – Belinda Morrisby, Group Manager Training & Development, RACT

Michael Mirabito testimonial

“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” – Michael Mirabito, Manager – Service Improvement, Toyota

Mustafa Ghulam testimonial

“The Five Degrees 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.”

– Mustafa Ghulam, Business Improvement & CX Manager, Willoughby City Council

Course Participants Feedback:

“Thought I would let you know that it is the most outstanding Customer Service course I have ever done! From the videos to the role-plays and the general interaction with the guys. They were both professional and fun. Great work guys. Thanks! – Customer Service Training Participant, TAFE NSW

“It is difficult to come up with one part of the training that was my favourite. The whole thing I believe was one of the most inspiring training sessions that I have done in 11.5 years at Aurora. I’m excited at just how much the Five Degrees approach can improve our customer experience – Customer Service Team Leader Training Participant, Aurora Energy

“I would recommend this training as it was insightful and refreshing. Simon really made us step out of our own perspective and into the customer experience. There were things he covered that I was just wowed by. I’m so used to set scripts and pitches but Simon covered the words to say, voice volume, pauses and how to have conversations that makes the customer comfortable to build trust.” – Customer Service Training Participant, Philip Morris

“WOW OH WOW, I’ve just listened to recordings of three of the coaching sessions Simon did. I’m so excited about our upcoming Training with him. The way he delivers his feedback is awesome and he has some really powerful tips for the guys which simplify things.” – Customer Service Train-the-Trainer Participant, RACT

November 2020 Customer Service Essentials Training Course Testimonials

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.

CX Group Australia logo

Pricing and Payment Options

The November 2020 Customer Service Essentials Training Course is just $397 per person ex GST for the entire 10 hours of facilitated learning (5 x 2-hour sessions).

If you book for 3 or more staff in the same course you can save 15% (note: the discount will be applied on the final checkout page).

If you don’t want to book online, don’t have a credit card or your business requires an invoice, just contact us and we’ll handle all the registration requirements directly with you.

Please note:  To deliver the optimal online training environment, each of our courses only has limited spaces available so we recommend you book early to avoid disappointment.

Got more questions? Contact us on +61 03 9008 7287 or send us a message > 

Purchase now:

Tickets to the November 2020 Customer Service Essentials training course an be purchased now using a credit card – just select the number of tickets you require below.


November 2
10:30 AM - 12:30 PM
Courses Categories:
Courses Tags:




CX Skills
+61 3 9008 7287

Key Information

Course Completion:
Five Days
Best suited for:
Induction/new starters
Simon Blair
Session Duration
2 Hours
Number of sessions
Total Course Hours


The numbers below include tickets for this event already in your cart. Clicking "Get Tickets" will allow you to edit any existing attendee information as well as change ticket quantities.
Customer Service Essentials November 2020 (Starting 2nd Nov)
$ 397.00 ex GST