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Phone Customer Service Essentials Course (July 2025)
$278 per person ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Course Introduction
The Phone Customer Service Essentials course is a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will immediately impact your business.
Whether it’s for new employees, existing employees who are a little stale, or employees who have never had any formal customer service training, this course teaches the essential foundations to help them deliver consistently great service over the phone.
This course goes beyond generic tips like ‘smile when you talk’ or ‘say the customer’s name’ — instead, it provides practical, proven strategies that are easy to learn and instantly apply.
Developed in alignment with the ACXPA Phone CX Standards, it draws from over 50,000 evaluated calls to deliver a reliable structure that improves empathy, energy, and simplicity in every call.
Your team will learn how to master the start and finish of any phone call, check for understanding, and apply a simple but powerful 2-step method for managing difficult conversations.
If you’re looking for an immediate uplift in your phone customer service, this course delivers it.
Phone Customer Service Essentials Fast Facts
Boost your team’s phone customer service skills in just 3 hours!
Designed for employees in call centres, reception, and other customer-facing phone roles, this interactive live training will equip your team with the skills to handle calls professionally, build rapport, and deliver outstanding customer experiences.
Built for Online Success – Proven, Practical, and Cost-Effective
While we understand some prefer onsite training, our Phone Customer Service Essentials course has been purpose-built for online delivery — offering all the benefits of in-person training with added flexibility and affordability.
In fact, our customer feedback scores remain consistently high, whether the course is delivered online or face-to-face. See why online training works here.
Delivered as a short, interactive, and engaging 3-hour session, this format ensures trainees stay focused while boosting learning outcomes.
The online structure keeps costs low and enables employees to immediately apply their new skills — whether as part of an induction program or to jump straight back onto the phones with newfound confidence.
The course runs virtually via Zoom, easily accessible to anyone with an internet connection and a browser.
Prefer In-Person Delivery?
We also offer onsite training for larger groups. Contact us to discuss private delivery options.
Simple and Effective!
Simon was great at delivering the course! I have learned a few essential steps that hugely improved my confidence and the quality of my customer service. I highly recommend this course!
Course Suitability
The phone customer service skills we teach are applicable to all industries, products and services and are suitable for any employee of all ages who speaks to internal or external customers over the phone.
Whether it’s because they’ve become a little stale, have never received any formal training, or you’ve got some new employees that you want to equip with professional skills right from the start, this course will ensure your employees learn the essential skills to deliver a great customer experience for your customers.
Typical roles suitable for this course include:
- Call centre agents: Staff handling inbound customer inquiries, complaints, or support calls.
- Receptionists & office staff: Employees managing incoming calls for businesses, government offices, or service desks.
- Customer service teams: Any team members providing phone-based support across industries.
- Small business owners & employees: Anyone taking customer calls who wants to improve their service and professionalism.
- Healthcare & professional services: Staff handling patient, client, or customer calls in clinics, law firms, real estate agencies, and more.
- Retail & eCommerce support: Phone-based support teams managing product inquiries, complaints, and order issues.
Course Modules
Over a single 3-hour online/virtual live training session, the Phone Customer Service Essentials training course teaches staff the critical call handling skills used by the most successful customer service professionals to deliver standout customer experiences and efficient first contact resolution.
The content is aligned with the Australian Contact Centre Phone Quality Standards, which include five core competencies and 18 behaviours proven to drive high-quality customer service — whether your team is working in an office, contact centre, or remotely.
Grounded in empathy, action and energy, your employees will leave the session more confident, more efficient, and more effective with every call.
The training includes powerful demonstrations and hands-on practice across five key modules:
The Psychology of Customer Service
The first module of the Customer Service Phone Essentials course includes a short exploration of what customers want and need based on decades of research with an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Phone Quality Standards and how they enable more effective call handling and premium service delivery.
How to Engage
Your employees will learn how to create a strong first impression and improved customer focus through strong ownership, intent, and the management of customer expectations to build trust and confidence.
A range of customer call type simulations will be used to practice with participants the key skills and behaviours learnt to better engage customers.
How to Educate & Inform
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to drive more effective and efficient conversations to identify customer needs and determine the best solution in a way that doesn’t make them feel like ‘just a number’.
They will then learn the key requirements to better present relevant products, services, and process information to customers with a focus on making consistent checks for questions, understanding, and suitability.
How to Close
Employees will learn and practice 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.
Energy, Empathy & Objections
We will teach your employees how to consistently sound fresh and engaging whilst projecting confidence and clarity with each customer interaction.
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.
The modules are designed to have an immediate impact — delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone.
Compare Alternative Phone Customer Service Courses
You're currently viewing the Phone Customer Service Essentials course, but if you're looking for a more comprehensive training experience, you may be interested in our Foundations or PRO courses. Below is a quick comparison of the available options to help you choose the best fit.
Not quite the right fit? We also offer customer service training for frontline teams, reception staff, tech support, and inbound sales roles. Explore other training categories →
About Your Trainer
The Customer Service Phone Essentials training course is designed and facilitated by Simon Blair , one of Australia’s leading Customer Service Trainers.
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 Customer Service Phone Essentials Course Testimonials
What makes the CX Skills courses stand out from the pack is the quality of our trainers, who are all industry experts — not just trainers reading off a course template.
Our trainers live and breathe the industry, and it’s the reason behind our exceptional customer testimonials and ratings — a sample of which you can read below for this particular course.
Very relevant and interactive!
Simon delivered this workshop really well, great interaction and insights with great take aways.
The Training Really Works!
I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.
I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.
After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Informative and fun!
Thanks for the training Simon, it was very informative and enjoyable!
Engaging and informative
I recently took part in the Customer Experience training conducted by Simon, which was mandatory for all employees. Before the training, like many others, I was apprehensive about its duration given our busy schedules and anticipated would be boring.
Surprisingly, it turned out to be the complete opposite. The training flew by, thanks to Simon’s fun and energetic delivery and his encouragement for active participation in various scenarios.
He imparted valuable insights and practical tips applicable not only in the workplace but also in personal interactions. Overall, the session was highly informative and engaging. Thank you, Simon!
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.
How and When It’s Delivered
The July 2025 Customer Service Phone Essentials course is delivered live online, making it easy to join from anywhere.
As a public course, your employees will train alongside professionals from other businesses, providing a dynamic and interactive learning experience.
See what other public sessions are available >
Pricing and Payment Options
Facilitated by Simon Blair, the July 2025 Customer Service Phone Essentials course delivers impactful training that fits your team’s schedule and budget.
Whether you’re upskilling one employee or an entire team, just choose the quantity at the top of this page — easy!
💳 Credit card or invoice payments accepted.
Full payment required before training starts.
Secure your spot now and give your team the skills to succeed! 🎯
