Phone Customer Service PRO Course
$548 per person ex GST (Discounts Available)
Delivered via 3 × 3-Hour Sessions or 1-day onsite
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 — available live online over 3 × 3-hour sessions (9 hours total) or delivered onsite as a full-day workshop. It equips your team with the structure, language, and premium skills to deliver consistently exceptional service in every call.
It’s ideal for employees who want to master professional phone skills — whether they’re building strong foundations from the start or refining existing experience to handle more complex and high-stakes interactions.
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.
Across 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
Build confident, high-performing phone professionals — from emerging talent to experienced staff.
The Phone Customer Service PRO Course is our most comprehensive phone training program, available exclusively for private bookings. It’s designed for individuals or teams who want to master advanced customer service techniques — whether they’re building strong foundations or refining existing skills.
Choose from two flexible formats: live online across 3 × 3-hour sessions (9 hours total), allowing time for reflection and practice between modules, or onsite at your premises as a full-day workshop for an immersive, high-energy learning experience (trainer travel costs may apply).
Participants learn to manage complex or emotive calls with confidence, resolve complaints using a proven two-step framework, and consistently deliver exceptional customer experiences that boost satisfaction and retention.
Private Delivery Options — Online or Onsite
The Phone Customer Service PRO course is delivered exclusively for private groups (meaning just for your employees). Choose the format that fits your team, then talk to us for pricing and available dates.
Live Online (Zoom or Teams)
- Lower total cost with no trainer travel or venue expenses.
- Staged learning delivered as three live sessions across separate days, not one long day.
- Better absorption thanks to spacing, practice between sessions and lighter cognitive load.
- Access anywhere for distributed teams, shifts and time zones.
Ideal when teams are spread out or you want change to stick through spaced practice.
Onsite, Face-to-Face
- High energy with everyone in the room for rapid skill alignment.
- One-and-done 8-hour workshop to upskill a team in a single day.
- Hands-on coaching with immediate feedback and peer learning.
- Your premises anywhere in Australia — travel costs apply.
Best when you need a fast, in-person rollout or when online access is limited.
Ready to book? Contact us for pricing, availability and delivery recommendations.
Looking for public customer service courses instead? Check out our Essentials and Foundations programs for upcoming public dates.
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.
Participants learn to build stronger connections faster, reduce handling time without sacrificing quality, and manage difficult conversations with calm professionalism.
These capabilities translate directly into measurable improvements in customer satisfaction, retention, and reputation.
For leaders, the PRO course helps create a consistent service culture across teams. It establishes a shared language for quality, enabling better coaching, easier onboarding, and long-term performance uplift that sticks long after training day.
Phone Customer Service PRO Course Modules
Delivered live online across three 3-hour sessions (9 hours total) or onsite as a full-day workshop, 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 Training
The Phone Customer Service PRO Course is available exclusively for private delivery, giving businesses complete flexibility on dates, format, and tailoring. Choose whether your team learns live online across three sessions or in a full-day onsite workshop at your location.
If you only have one or two employees to train, our public courses — the Phone Customer Service Essentials and Phone Customer Service Foundations — offer a convenient and cost-effective way to develop core skills alongside peers from other industries.
Use the comparison below to understand the difference between public and private delivery models so you can choose what best suits your situation. Still unsure? Contact us and we’ll help you find the right fit.
| Feature | Public Course (Essentials or Foundations) | Private Course (Essentials, Foundations or PRO) |
|---|---|---|
| Who Attends | Open to individuals or small teams from any organisation | Your employees only |
| Learning Environment | Cross-industry participation and shared insights | Focused entirely on your team’s experiences, customers and goals |
| Dates & Times | Fixed public schedule — join upcoming advertised courses | Fully flexible — you choose the dates that suit your operations |
| Content | Structured curriculum | Can be tailored to suit your environment |
| Delivery Method | Live online via Zoom or Teams (set class times) | Live online across three sessions or onsite in a single day |
| Cost | Per-person pricing — ideal for up to four participants | Team-based pricing — more cost-effective for 5+ participants |
| Best For | Individuals or small teams wanting ready-made public training | Businesses needing tailored, flexible training |
| View Upcoming Public Courses > | Enquire About Private PRO 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.
Great call handling structure!
We learned the two types phone customer service which is what customer wants and what customers need, and we also covered the four service method of customer service which is engage, discover, name, and bridge – enjoyed the training!
Enjoyed the first degree of customer experience
Really enjoyed how to constructively converse with any individuals virtually or physically with a clear desire to help trigger the right emotional response with empathy to deliver the best experience.
Call Handling and Customer Service Skills
During my 3-days course with Simon, I learnt a lot of valuable skills and knowledge. Main skills I have acquired are how to engage with various customers and to properly communicate using the right words, energy and empathy. I am glad to have set under this training and appreciate every knowledge gained.
I would gladly recommend this course to people like me who are willing to better their communication and interaction skills with customers or a day to day life style.
Helped me get the start of the call right!
This ‘How to Engage’ module has taught me new way of approaching to the customer by using the key behaviours Simon showed us. And overall the training helps me assist the customer by meeting their needs or solve their problems.
Call Handling Essentials: Confident Calls, Better Results.
I learned to actively listen and show empathy. Also on how to control the call and be more confident and the most valuable thing is assisting customers at first point/call and closing the query and yes I would highly recommend this training.
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.
3 × 3hr Live Online Sessions
or 1-Day Onsite Workshop (travel costs may apply)
Pricing and Booking
The Phone Customer Service PRO course is available exclusively for private delivery and can be tailored to your systems, customers, and KPIs.
Pricing is based on $548 per person (ex GST) with discounts available for larger teams and ACXPA Members. Choose live online across three spaced 3-hour sessions for better retention, or a full-day onsite workshop for immersive, hands-on training (trainer travel costs may apply).
Minimum 5 participants. Credit card and invoice payment options available.
Ready to lift phone service quality fast?
Call us on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne time) or send us a message for quotes, dates and delivery recommendations.
Need a More Flexible & Affordable Option?
While live training is always the gold standard for skill development, our Self-Paced Courses offers a practical alternative when time, budget, or scheduling are tight.
- Easy to use 'Netflix' style interface
- Short, engaging video lessons (approx. 10 mins each)
- Workbooks, quizzes, and a certificate of completion
- Part of a growing library of 300+ on-demand courses
- Wide variety of topics from customer service, sales, leadership, resilience and more
- Accessible anytime, anywhere – from any device
Check out the Customer Service Pathway as one example of what's included: Self-Paced Customer Service Course Pathway
Phone Customer Service PRO — FAQs
The Phone Customer Service PRO course is ideal for employees who handle customer calls and want to master advanced phone communication skills — from empathy and clarity to confident control in challenging or emotional situations.
It’s suitable for staff at any level — from new starters being set up for success to experienced agents ready to refine and extend their capability. The course is delivered privately for your organisation, allowing us to tailor examples and coaching to your customers, systems, and goals.
For individuals or small teams, our public Essentials and Foundations courses provide the same proven framework in shorter formats.
All three programs use the same ACXPA-endorsed framework and target the same outcomes. The difference is the depth of practice and coaching time.
- Essentials: concise starter that builds the key habits and communication structure for great phone service.
- Foundations: adds more examples, guided practice, and feedback to improve consistency.
- PRO: allows more time for advanced scenarios and coach-led practice so both new and experienced staff can handle calls with clarity, empathy, and confident control.
Each level lifts capability; PRO simply provides more doing and coaching so behaviours stick.
The Phone Customer Service PRO course is delivered privately for your organisation in two flexible formats:
- Live Online: 3 × 3-hour interactive sessions spread over multiple days — ideal for remote or hybrid teams.
- Onsite: A one-day immersive workshop at your premises — perfect for in-person collaboration and high-impact learning.
Both formats use live coaching, role-plays, and practical exercises to embed skills that transfer immediately to real calls.
Yes. Every private delivery can be customised — from call examples and scenarios to the metrics and terminology used in your business. We can align content with your KPIs, systems, and customer profiles for maximum relevance and ROI.
Many clients choose a blended approach — using our proven framework while tailoring the examples and role-plays to their environment.
Yes. Each participant receives a Certificate of Achievement upon completion, recognising their advanced customer communication and service delivery capability.
We recommend a minimum of five participants for private delivery to maximise interaction, role-plays, and peer learning.
If you have fewer than five people, consider our public programs with regular dates: Phone Customer Service Essentials or Phone Customer Service Foundations.
The Phone Customer Service PRO Course is based on $548 per person (ex GST). Discounts apply for groups and ACXPA members. Contact us for customised pricing and availability.