Phone Customer Service PRO Course
$548 per person ex GST (Discounts Available)
Delivered via 3 × 3-Hour Sessions
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
About the Phone Customer Service PRO Course
Phone Customer Service PRO is our most advanced phone training program — delivered live online over 3 × 3-hour sessions (9 hours total). It equips your team with the structure, language, and premium skills to deliver consistently exceptional service in every call.
It’s designed for employees who already have some customer service experience and are ready to elevate their capability to the next level — mastering complex calls, complaint resolution, and advanced rapport-building techniques.
Rather than scripts or surface-level tips, the course focuses on proven, practical techniques that empower staff to be themselves while engaging with clarity, empathy, and professionalism.
Built around the ACXPA Phone CX Standards and informed by 50,000+ evaluated calls, the content is grounded in research and designed to deliver real-world results.
Over three highly interactive sessions, participants progressively learn, practise, and embed new habits — from confidently handling challenging conversations to applying a structured two-step complaint resolution method that works across industries.
Whether you measure Customer Satisfaction, First Contact Resolution, Net Promoter Score, or Call Quality, the Phone Customer Service PRO Course provides the tools, behaviours, and coaching to uplift outcomes across the board.
Delivered by industry experts with decades of experience, this course blends coaching, demonstrations, and practice to drive lasting behavioural change — helping your business build a reputation for outstanding customer service.
Phone Customer Service PRO Course Fast Facts
Master advanced call-handling skills in three powerful live sessions.
The Phone Customer Service PRO Course is our most comprehensive training option, designed for employees who already have customer service experience and want to refine their skills. Over three interactive 3-hour sessions, participants will build confidence, master complaint resolution, and learn advanced techniques to deliver consistently exceptional phone experiences.
Online Customer Service Training — Why PRO Works Virtually
The Phone Customer Service PRO Course is optimised for live virtual delivery via Zoom — combining interactive role-plays, demonstrations, and expert coaching into an engaging experience that drives results.
Our feedback scores remain consistently high across both online and onsite formats, proving the effectiveness of this approach.
Key benefits of online delivery include:
- Cost-Effective: Eliminate travel and venue costs while keeping training quality high.
- Enhanced Retention: Short, focused modules improve learning outcomes.
- Accessible Anywhere: Suitable for remote, hybrid, or decentralised teams.
If your organisation prefers face-to-face training, we also offer onsite delivery options for larger groups.
Prefer in-person delivery?
This Phhone Foundations course can also be delivered onsite as a one-day (8-hour) private face-to-face workshop. Perfect for teams who benefit from a full-day immersive learning experience. See private training options below for details (minimum numbers apply).
Who Should Attend the PRO Course
The Phone Customer Service PRO Course is designed for employees who regularly handle customer calls and need to perform at a higher level of professionalism, empathy, and efficiency.
It’s suitable across industries — from small businesses to large corporates and government — and is especially valuable for teams managing complex or high-value conversations.
Common roles that benefit include:
- Call centre agents: Managing complex inquiries, complaints, or technical issues.
- Receptionists & office staff: Handling calls in government, healthcare, and service desks.
- Customer service teams: Supporting clients across industries such as finance, utilities, retail, and professional services.
- Small business teams: Delivering professional, consistent service in every call.
The skills taught are highly transferable — making this one of the most versatile phone customer service courses in Australia.
Phone Customer Service PRO Course Modules
Delivered over three 3-hour interactive sessions, the PRO course progressively builds skills through expert instruction, role-plays, live demonstrations, and coaching feedback. Participants practise in safe, engaging environments — embedding behaviours that translate directly to real-world performance.
Content is aligned with the Australian Phone CX Standards, built around five competencies and 18 proven behaviours used in the Australian Call Centre Rankings.
Key modules include:
- Mindset & Service Psychology: Reshape thinking to focus on empathy, clarity, and customer-first behaviours.
- Advanced Call Openings & Closings: Confident, structured approaches that improve professionalism and call control.
- De-escalation & Complaint Resolution: Two-step methods that reduce stress and defuse difficult customers effectively.
- Empathy & Language Skills: Techniques to strengthen rapport and personalise conversations.
- Role-Plays & Real-World Scenarios: Practice handling diverse customer types and situations with expert feedback.
Participants finish the course with a Certificate of Achievement and, more importantly, with advanced skills that lift call quality, customer outcomes, and employee confidence.
Session 1 lays the foundation for outstanding phone service by focusing on the mindset, principles, and frameworks that underpin consistently great customer experiences.
Participants will explore what really drives customer expectations, how their behaviour impacts perception, and why a customer-first mindset is essential for long-term success.
This session also introduces the Australian Customer Experience Professionals Association (ACXPA) Phone Quality Standards, giving employees a practical structure to guide how they show up, engage, and deliver value on every call.
Session 1
The Psychology of Customer Service
This module sets the scene about what customers want and need based on decades of research, WHY the customer experience is so important and how crucial your employees’ role is in representing your business and brand with every single customer interaction.
The ACXPA Phone Quality Standards
Introduction & exploration of the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards.
We reveal how the standards enable more effective call handling and premium service delivery through positively impacting the psychology of the customer as explored in the first module.
How to Engage
Your employees will learn how to create a strong first impression and customer focus by showing strong ownership, intent and how to manage expectations to build trust and confidence that the customer’s service issues and needs will be resolved.
A range of customer call type simulations will be run for both group demonstration and lots of individual practice in the use of the key skills and behaviours learnt to better engage customers.
Building on the mindset and frameworks from Session 1, this session focuses on lifting the quality of the core conversation — how employees uncover, inform, and close with greater confidence and clarity.
Participants will learn how to uncover real customer needs more effectively, educate with confidence, and close calls with warmth, professionalism, and control — all while practising the habits that lead to stronger outcomes and more efficient resolutions.
How to Discover Needs
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to more effectively converse, mirror and confirm their needs from the customer and what is needed to resolve their enquiries in a more efficient and effective manner.
The trainer will demonstrate the techniques required across a range of scenarios to highlight their effectiveness in driving better conversations for improved insights and problem solving.
Individuals will then practice extensively with each other to develop some new habits and capability within the session.
How to Educate
Participants will learn how to proactively educate and inform customers with product, service & process information in a manner that maximises first contact resolution.
Clarity, Pacing, Pausing and consistent checks for questions, understanding, comfort and suitability are the key skills and behaviours covered.
How to Close
Employees will learn 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.
The three techniques for closing calls will be extensively practiced in rapid-fire simulations of the end of various call types in a range of contexts and situations to build greater confidence and expertise in call closing within the session.
The final session brings everything together — sharpening the delivery, deepening emotional intelligence, and embedding skills through immersive practice.
From mastering empathy and tone to confidently handling difficult customers, this session gives participants the tools and strategies to stay calm, clear, and in control — no matter who’s on the other end of the line.
The session finishes with full-call simulations, helping your team apply everything they've learned in realistic scenarios that build confidence and capability to make an immediate impact back on the job.
Energy & Empathy
Most businesses put a lot of time and effort into teaching staff WHAT to say but few have the internal expertise to teach staff the best manner in HOW to say it.
In this fun and engaging module, we will help participants practice proven methods to enhance their vocal delivery with better tone, stronger voice projection and improved clarity.
They will learn how to consistently sound fresh, engaging and empathetic (even when tired or worn down!) whilst projecting more confidence and clarity with each customer interaction.
Dealing with Difficult Customers
This module includes an exploration into the science behind emotions, and how they can impact customer brain chemistry and functions when things go wrong and also when they go right!
We will help your staff to better understand what is happening with emotional customers in real-time and what is needed as a response to validate and diffuse their emotions effectively in order to focus on what is needed to resolve.
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.
Bringing it all together
Your employees will have a chance to extensively practice all of their newly learnt customer service and call handling skills through role-playing with each other and the trainer, completing end-to-end customer service calls they typically deal with.
This will enable them to build greater confidence in applying their new call habits so they are ready to ‘hit the ground running’ and make an immediate impact in their roles and on your business post-training completion.
What Your Team Will Walk Away With:
Compare Alternative Phone Customer Service Courses
You're currently viewing the Phone Customer Service PRO course, but if you're looking for a shorter training option, you may be interested in our Essentials or Foundations courses. Below is a quick comparison of the available options to help you choose the best fit.
Not quite the right fit? Explore training for frontline teams, reception staff, tech support, and inbound sales. Prefer a flexible and lower-cost option? Try our self-paced customer service pathway. See all live customer service courses →
Public vs Private Phone Customer Service PRO Training
Choose the delivery model that suits you: join a scheduled public intake or book a private PRO program for your team.
Public PRO courses are ideal for individuals or small teams who want a structured, interactive program with fixed dates — plus the advantage of learning alongside peers from other industries.
They’re also a convenient way to onboard new hires on a consistent cadence without arranging a bespoke session.
Private PRO training gives you full flexibility on dates and enables tailoring of examples, scenarios and KPIs to your environment and customer challenges.
Use the comparison below to decide. Still unsure? Contact us and we’ll help you choose the right fit.
| Feature | Phone PRO Public Course | Phone PRO Private Course |
|---|---|---|
| Who Attends | Open to any organisation or individual | Your team only |
| Learning Environment | Cross-industry perspectives and shared insights | Focused entirely on your roles, systems and goals |
| Dates & Times | Fixed schedule — easy to plan | Fully flexible to suit your operations |
| Content | Standard PRO curriculum covering advanced skills | Tailored agenda, examples and scenarios |
| Delivery Method | Live online via Zoom | Live online or onsite |
| Cost | $548 per person | Cost-effective for ~4+ people |
| Best For | Teams wanting ready-made training with set dates | Businesses needing tailored, flexible training |
| Minimum Numbers | No minimum — book one or many | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
About Your Trainer
The Phone Customer Service PRO course is designed and facilitated by Simon Blair, one of Australia’s leading customer service trainers with 30+ years’ experience.
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 Feedback from Phone Customer Service PRO Participants
What sets the CX Skills courses apart is the real-world credibility of our trainers — industry veterans who don’t just deliver content, they live it.
It’s why our courses consistently receive 5-star ratings from participants across industries, roles, and experience levels. Below are just a few recent reviews from this advanced-level course.
Fun and Interactive
This training was fantastic as I learned new techniques and methods how I can assist customers via call professionally.
I would like to salute Simon as he was helpful, fun and was interacting well with us participants.
Excellent, strongly recommended!
The training was quite interesting and educational, and with the help of our trainer, Simon Blair, I learnt a lot about how to talk to customers on the phone and expand our expertise. Simon has not only made the training more entertaining but also pleasurable by using interactive role plays to help participants better comprehend the program’s concept, so I would strongly recommend him for the upcoming session. Excellent work, Simon!
CSX Training with Simon Blair – Review
I recently completed CSX Training with Simon Blair. He explained things clearly and made the sessions easy to follow. The training was practical and helped me understand customer service over the phone better. Highly recommended!
Valuable Insights!
The training session was exceptionally organized, providing valuable insights that will positively influence my daily call coaching and overall tasks.
Engaging and informative training sessions
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!
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.
Pricing and Payment Options
The Phone Customer Service PRO course is $548 AUD ex GST per person for nine hours of expert-led training across three interactive online sessions.
Choose the public session dates that suit your team and follow the prompts to complete your booking.
💳 Credit card and invoice payments are both accepted.
Secure your spot now — pick a date that fits and you’re good to go! 🎯
Book a Spot in a Public Phone Customer Service PRO Course
All upcoming public dates are listed below. Select your preferred intake to purchase tickets instantly and reserve your place.
💳 Secure checkout via credit card, or request an invoice during booking.
Have questions before booking?
Looking to train your whole team or explore a tailored option?
Call us on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm AEST/AEDT) or send us a message.
New public course dates are published on a regular basis!
October 2025 Phone Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior phone customer service skills in the October 2025 Phone Customer Service PRO training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >