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Customer Service Phone Professionals training course

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July 2024 Customer Service Phone Professionals
The Customer Service Phone Professionals (July 2024) class is delivered online on the 16th, 18th and 19th of July 2024 between 09:00 and 12:00 AEST (Melbourne, Australia) each day.
$ 497.00 AUD ex GST
Unlimited

July 2024 Customer Service Phone Professionals training course

5.0
This course has an average rating of 5.0 out of 5 stars based on the latest 18 reviews!
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July 2024 Customer Service Phone Professionals Course Introduction

Are you looking for a training course that is going to help your business improve its customer service?

Have your existing employees ever been taught call-handling skills by professional customer service experts?

Do you need a course that is going to deliver immediate results and deliver a great return on your investment?

Most people working in customer service have just ‘learnt on the job’ so the Customer Service Phone Professionals training course is designed to provide your employees with advanced customer service skills to deliver superior phone experiences day after day, call after call.

Delivered over 3 x 3-hour sessions (total of 9 hours), we’ll teach a structured, yet natural approach (no scripts!) that encourages staff to be themselves and engage with empathy.

Your staff will be coached to progressively learn, build and apply new habits and skills that will transform their psychology and performance that will positively impact your customers and business like never before.

First Contact Resolution, Customer Satisfaction, Net Promoter Score, Call Quality, Employee Engagement or just happier customers – no matter how you measure it, are all positively impacted through learning how to be both more efficient and more effective on each customer interaction.

This July 2024 Customer Service Phone Professionals course has been three decades in the making and is based on the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards, leveraging the insights and assessment of more than 50,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.

Empower your employees with premium, call-handling customer service skills that will assist them in dealing with any inbound enquiry or customer type for any industry, product or service and deliver an improved customer service experience for your customers.

Customer Service Phone Professionals Course in Australia
Professional Customer Service Training for Phone Calls

July 2024 Customer Service Phone Professionals Training Course Fast Facts

  • 3 x 3-Hour modules (9 hours in total) so it’s easy to schedule with minimal business impact.
  • The skills & methodologies are aligned to the Australian Customer Experience Professional Association’s Contact Centre Quality Standards that have been proven to improve customer service quality over the phone.
  • Suitable for any phone-based employees speaking to customers (office, support, call centre, admin etc.).
  • All sessions are delivered live & online with high engagement (learn and laugh!).
  • Facilitated live by industry expert Simon Blair, one of Australia’s top Customer Service trainers (not just someone reading off a course template)!

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!

Avatar for MJ
MJ
Office Manager
S & J Plumbing and Gasfitting

Course Overview (Video)

Watch a short video of the course designer and facilitator, Simon Blair, providing a brief overview of the course.

Optimised for Online/Virtual Learning

Whilst we understand there is often a preference for onsite/in-person training (and this is still an option!), there are a lot of benefits to online training and our customer review scores have been consistent whether this course has been delivered onsite or online.

The online/virtual course enables us to keep the costs low, with the added benefits of trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development sessions.

The July 2024 Customer Service Phone Professionals training course will introduce and coach your employees through the premium behaviours needed for superior customer service that triggers positive emotions, improved call outcomes and high levels of customer and employee engagement.

Onsite and private training options are available for this course (more information towards the bottom of this page).

Online Virtual Customer Service Phone Training Professional course
Online/virtual training can be completed by dialling in from the workplace or from home!
Customer Service Phone Professionals course suitability
The Customer Service Phone Professionals course is suitable for all ages and skill levels.

Course Suitability

The July 2024 Customer Service Phone Professionals course has been designed to help employees of all ages who work in a role that interacts with customers over the phone.

Whether it’s working in small business, large corporate or public sector (Councils, Government Departments etc.), this course is suitable when dealing with customers from all walks of life, regardless of the business setting.

The 3 x 3-hour sessions have been designed to be delivered in a structured manner, enabling your employees to learn and apply their new skills in a progressive manner between the different modules.

Typical roles that attend this course include:

  • Call centre agents
  • Customer service staff
  • Admin/office staff who handle phone calls
  • Telephone account managers
  • Frontline staff who interact with customers over the phone

We’ve had attendees from small and large businesses across a wide range of industry sectors attend this course (view all our customers here), including manufacturing, retailers, healthcare, banking and finance, insurance, superannuation, councils, government departments and lots more!

The fundamentals of good customer service, and the premium phone customer service skills we teach, are truly applicable, to all industries, products and services.

What Your Employees Will Learn:

The July 2024 Customer Service Phone Professionals 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.

The skills taught are aligned to the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours that are required to deliver great customer service over the phone, whether it’s in an office, contact centre or working from home.

It’s the same framework used in the monthly Australian Contact Centre Rankings reports, designed to assess and recognise the best contact centres in Australia.

As the online/virtual course is delivered over 3 x 3-hour sessions, the skills are introduced in a sequenced manner that builds competency and new habits in a staged approach.

We’ve also included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations, but will help your business by reducing the number of frustrated customers.

There’s plenty of role-playing and practice included to ensure your employees 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, your employees will be provided with a certificate of achievement and, most importantly, they’ll be empowered with new skills that will help them succeed in their role, and deliver improved outcomes for your business.

Contact Centre Agent Professional customer service training course
Online training can be delivered online from the workplace or from home!

Informative and enjoyable!

Review of August 23 Customer Service Phone Professionals

I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills.

Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!

Avatar for Angela Cavallaro
Angela Cavallaro
Customer Service Support Officer
Premium Health

9 hours of training delivered over 3 x 3-Hour Sessions 

The July 2024 Customer Service Phone Professionals course is a public 9-hour training course spaced out over 3 x 3-hour sessions to minimise the impact on your operations and enable employees time to learn and apply their new skills in between each session.

This course can also be conducted privately either onsite or online which provides greater flexibility with the dates, times and duration of the course (e.g. we could deliver it over 2 x 4.5 hour sessions or a one-day onsite course).

Session 1

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.

2. The ACXPA 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.

3. 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.

Session 2

4. 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.

5. 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.

6. 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.

Session 3

7. 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.

8. 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.

9. 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 the role-playing with each other and the trainer, complete 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.

Other courses suitable for customer service employees who work on the phones include:

About Your Trainer, Simon Blair

The July 2024 Customer Service Phone Professionals course is facilitated by Simon Blair, who has decades of experience in identifying, teaching and building habits in the most critical call-handling behaviours that have already been used to transform thousands of employees across diverse operations into Customer Service Superstars.

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’.

Simon Blair trainer for Customer Service Phone Professional course
Simon Blair is one of Australia's leading customer service trainers!

Recent Customer Testimonials for this course

View some of the recent testimonials for the Customer Service Phone Professionals course below. To read all our reviews, click here >

More Customer 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

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.

CX Skills Australia Training Courses
CX Skills
Excellent
5.0
Based on 31 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
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 teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
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 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.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Dates, Times & Tickets

The July 2024 Customer Service Phone Professionals course is delivered online/virtually over three separate sessions on the dates and times below.

Tickets can be purchased at the top of this page (just select how many tickets you’d like to purchase).

Specific Dates & Times for this Course*

  • Session 1: Tuesday, 16th July 2024, 09:00 to 12:00 AEST (Melbourne)
  • Session 2: Thursday, 18th July 2024, 09:00 to 12:00 AEST (Melbourne)
  • Session 3: Friday, 19th July 2024, 09:00 to 12:00 AEST (Melbourne)

Dates don’t suit? See what other sessions are available > or contact us about a private course that is more cost-effective for larger groups and provides flexibility over the dates and times.

online customer service training course dates and times

This course can also be delivered privately!

If you’d like your employees to complete this training but want to avoid sending them to a public course, we can deliver this course privately! 

Private courses can be delivered virtually/online with dates and times to best suit your business, or it can be delivered as a one-day (8-hour) onsite course at your premises.

Contact us for pricing and availability >

Pricing and Payment Options

The July 2024 Customer Service Phone Professionals training course is $497 AUD per employee ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions).

Tickets can be purchased instantly using a credit card or you can request an invoice at checkout.

Available Discounts

  • Save 15%  when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
  • ACXPA Members save 25% on ALL CX Skills courses, including this one (no other discounts apply). Learn more >
  • Want to train all your phone-based employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Customer Service Phone Professionals training course prices

Do you have any questions about this July 2024 Customer Service Professionals Course?

Want to train your whole team or centre or talk to us about a customised training program?

Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.