Do you have employees in customer service roles who could use extra support in delivering consistently outstanding customer experiences?
Have you recognised the need for customer service training but aren’t sure where to start?
Finding the right training can quickly become overwhelming. With hundreds of options available—and “customer service” meaning different things to different people—it’s easy to feel stuck. Are you looking for skills in phone etiquette, complaints handling, resilience, empathy, ownership, efficiency, creating first impressions, or all of the above?
With decades of experience in customer service, we’ve designed the Customer Service Foundations course to provide the essential skills every customer-facing employee needs. Whether they’re working in customer service, reception, retail, support, or admin, this course equips them to engage customers confidently and effectively over the phone.
Aligned with the Australian Customer Experience Professionals Association (ACXPA) Phone Quality Standards, this training teaches proven techniques to enhance customer outcomes. Best of all, it’s delivered live by genuine industry experts, ensuring your employees learn from the very best.
The June 2025 Customer Service Foundations course is an extended version of the popular Customer Service Essentials course. It includes 6 hours of training, delivered over 2 x 3-hour sessions, covering everything from core customer service skills to handling complaints and difficult customers.
So, if you’re searching for a practical, high-impact course that transforms both the mindset and performance of your employees—ultimately improving outcomes for your customers and your business—this is the course for you!
June 2025 Customer Service Foundations Training Course Fast Facts
2 x 3-Hour Live Modules: Six hours in total of expert-led, interactive training designed to fit seamlessly into your schedule with minimal operational disruption.
For Any Customer-Facing Role: Ideal for employees in office/admin, reception, call centres, retail, and more interacting over the phone with customers.
Practical Customer Service Skills: Equip your team with proven techniques to deliver outstanding customer service and confidently handle difficult customer interactions.
Exceed Quality Standards: Aligned with the ACXPA Phone Quality Standards, ensuring your team delivers exceptional customer experiences every time.
Engaging Live Online Sessions: Real-time, interactive learning that keeps participants engaged, motivated, and enjoying the experience (yes, they’ll even laugh!).
Delivered by True Experts: Facilitated by genuine subject matter experts — no boring PowerPoint narrators here, just practical insights and learnings based on decades of experience.
Optimised for online learning (virtual training)
This course has been expertly designed for live, virtual delivery via Zoom, ensuring high engagement and strong learning outcomes through interactive, bite-sized development methods.
And because it’s delivered online, employees can join from anywhere — whether they’re in the office, working from home, or at a remote location.
The June 2025 Customer Service Foundations training course equips your employees with the essential skills and behaviours needed to deliver superior customer service. They’ll learn how to create positive customer experiences while boosting their own confidence and job satisfaction.
Two short, 3-hour modules provide the flexibility to schedule training with minimal business disruption while maximising learning retention.
💬 Online training doesn’t mean second-best. Our live facilitated virtual training consistently earns outstanding feedback from participants — see what they’re saying here.
Course Suitability
The June 2025 Customer Service Foundations training course has been designed to help any employee who is working in a role that interacts with customers over the phone.
The 2 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 between the different modules.
The skills we teach are applicable to all industries, products and services!
Typical roles include:
- Admin/office staff who handle customer enquiries
- Customer service staff
- Call centre agents
- Receptionists/Front of house roles
- Retail staff
- Telephone account management
- Technical support
- Complaints teams
- Frontline staff who interact with customers
What your employees will learn:
The June 2025 Customer Service Foundations course is designed to equip employees with the essential skills they need to work in a role that involves working with customers over the phone on a consistent basis.
How to have better conversations with customers, how to handle tough situations, and how to ensure they can consistently perform at their best are all covered in this course, which pulls content from some of our most popular courses and rolls them into one!
There’s plenty of role-playing, interaction and practice included to ensure your employees can put their new skills to work with the training 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 roles and deliver improved outcomes for your business.
Key course outcomes include:
Confident, Customer-Focused Communication: Equip your employees with practical customer service skills to engage confidently, build trust, and deliver exceptional experiences that drive business outcomes—improved customer service, higher customer retention and increased profit.
Effective Complaint Handling: Empower your team to manage difficult customers with ease, reducing staff anxiety while transforming tough situations into positive outcomes—minimising frustration for both customers and your business.
Interactive, High-Impact Customer Service Training
The public June 2025 Customer Service Foundations training course delivers 6 hours of expert-led learning across two highly interactive 3-hour sessions.
This approach ensures minimal disruption to your operations while giving employees time to absorb and apply their new skills between sessions.
Session 1 (3-hours)
We’ll equip your employees with the critical skills and behaviours used by the world’s most successful customer service professionals to deliver exceptional experiences and achieve efficient first-contact resolution.
The training aligns with the Australian Customer Experience Professionals Association (ACXPA) Phone Quality Standards, ensuring your team is equipped to consistently provide outstanding service across all customer interactions.
1. The Psychology of Customers
Includes an exploration of what customers want and need from any customer service interaction and why customer service is so critical for business success.
We’re often told this module can be quite inspiring, setting the tone for the training by helping participants understand the ‘why’ behind great service.
2. How to Engage
Learn how to create a strong first impression and have impact at the start of any interaction by showing strong ownership and intent, managing expectations, and building trust and confidence.
3. Better Needs Discovery
Learn and apply techniques used by the FBI for enhanced customer conversations that identify and confirm the root cause of issues and customer needs in an efficient manner.
4. How to Educate
Participants learn how to proactively educate customers through consistent checks of understanding, comfort, and suitability with key information and solutions provided.
5. How to Close any Call or Conversation
Your employees will learn how to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude, and a warm farewell.
Session 2 (3-hours)
Having to deal with frustrated customers is inevitable in any customer service job so equipping your employees with the skills and confidence to handle difficult situations is paramount.
This session will teach employees how to handle difficult customers over the phone and in person, as well as tips to handle enquiries and complaints via email and online chat channels.
The training goes well beyond traditional customer service training clichès such as ‘always have a smile in your voice’ or using trite statements such as ‘I can tell that you’re frustrated’.
Your employees will gain practical insights, techniques and methods across four modules to better listen, diffuse, empathise and control conversations and respond to customer concerns with newfound confidence.
1. The Psychology of Complaints
We’ll teach your employees how to identify and understand the different types of difficult customers and what they need from their service experiences when they voice concerns.
This module also includes an exploration into the science behind emotions and how they impact brain chemistry and functions—empowering your employees to better manage challenging situations.
2. Empathy and Intent
Your employees will learn how to validate with empathy to diffuse emotion and take ownership to satisfy both a customer’s emotional and transactional needs with a powerful 2-step response method for handling customer concerns.
3. Handling the Most Difficult Customers
Exploration of various vocal and body language techniques used to diffuse heightened customer emotions and how to respond to more inappropriate customer behaviours while maintaining professionalism.
4. Group Practice
Putting the learning into practice with fun, engaging group role-play activities that enable participants to apply key customer service and complaint handling skills in a range of contexts and scenarios.
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Rated 4.9 out of 5 from the latest 257 genuine reviews!
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Absolutely Recommended!
26 February 2025
Honestly it does not matter which industry you are working within, this face-to-face 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.
Customer Service
Reliable Roofing
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
A great course
24 February 2025
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
Customer Support Specialist
REA Group
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
This training session was awesome!
24 February 2025
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Customer Support Senior
Realestate.com.au
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
Friendly, Insightful, Professional
24 February 2025
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Customer Support Consultant
REA Group
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
Engaging and informative training sessions
20 February 2025
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!
CX & Digital Manager
Sealy of Australia
Response from CX Skills
Thanks Michael, we had a great time designing and delivering your program – thanks for all your hospitality and having such an engaged team. We look forward to hearing about your successes!
Highly Recommend for any Contact Centre Leader
6 February 2025
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Head of Support
REA Group
Response from CX Skills
Thanks Michelle, Marc has a ton of experience and is passionate about helping others forge their career in the industry so thrilled to hear that the training hit the spot and their are some takeaways that you are already embedding!
Great Time Spent with Justin!
6 February 2025
The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.
The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.
Senior Customer Service Specialist
Viva Energy Australia
Response from CX Skills
Thanks Katie for the lovely review. Justin is certainly very passionate about all things contact centres and we’re thrilled to hear there were lots of takeaway!
Great course!
28 January 2025
I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.
We had a smaller group session and it was the perfect way to absorb all the learnings.
Senior Customer Support Manager
REA Group
Response from CX Skills
Thanks Stephanie, thrilled to hear you enjoyed the course! Thanks for taking the time to leave a review 🙂
Great Trainer!
23 January 2025
I felt Daniel was a wonderfully positive and communicative presenter.
Customer Service
MRC
Response from CX Skills
Thanks Lauren, indeed – he’s terrefic and we’re thrilled to work with him on a regular basis!
Your words are so important!
23 January 2025
This was some enlightening information regarding words and phrases that matter, and how we can better deliver negative news to our customers.
Customer Service Officer
Mackay Regional Council
Response from CX Skills
Thanks Jacqueline, so true! Thanks for taking the time to leave a review 🙂
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Dates, Times & Tickets
The June 2025 Customer Service Foundations course is delivered online/virtually over two separate sessions (3 hours each session) 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, 17th of June 2025, 09:30 to 12:30 AEST (Melbourne)
- Session 2: Wednesday, 18th of June 2025, 09:30 to 12:30 AEST (Melbourne)
Dates or times don’t suit you?
This course is available for private bookings!
The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.
Pricing and Payment Options
The June 2025 Customer Service Foundations training course is $428 AUD per employee ex GST for the entire six hours of online facilitated learning (2 x 3-hour sessions).
Tickets can be purchased instantly at the top of this page 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% off all CX Skills courses (including this one), plus membership includes 15 self-paced training courses and a host of other benefits. Learn More >
💡 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 >
