Do you have employees who work in customer service roles that need some extra help in delivering consistently great customer experiences for your customers?
Have you recognised the need to invest in customer service training but are not sure where to start?
When you start your search for customer service training courses, it can quickly be overwhelming. There are literally hundreds of courses, and just to add to the confusion, customer service can mean many things to different people!
Customer service skills, complaints handling, phone etiquette, resilience, empathy, taking ownership, improved efficiencies, creating first impressions and so on.
With decades of working in customer service, we’ve designed this Customer Service Foundations course to deliver what we consider the core fundamentals skills required for anyone who works in a role that deals with customers – customer service employees, receptionists, retail workers, customer support, admin/office assistants etc.
And we would know! This course is aligned with the Australian Customer Experience Professionals Association (ACXPA) Quality Standards, teaching skills that are proven to improve customer outcomes, and it’s delivered live by genuine industry experts so your employees learn from the best.
The March 2025 Customer Service Foundations course is an extended version of the 3-hour Customer Service Essentials course, with 2 x 3-hour sessions (total of six hours of training) that will equip your employees with the essential skills for handling customers either over the phone or in person, as well as skills on how to handle complaints and difficult customers.
So if you’re looking for a great all-round course that will transform the psychology and performance of your employees to positively impact your customers and business like never before, this is the course for you!
This course has been specifically adapted to be delivered online via Zoom (or Teams), with employee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
Whilst we understand some people may prefer in-person training, the skills taught are easily conveyed via online training without impacting the training outcomes (except for the lower price!).
And being online, it is easily accessible to anyone with an internet browser, whether they are in a retail store, staff room, office, or working remotely from home or across different locations.
The March 2025 Customer Service Foundations training course will introduce and coach your employees through the essential behaviours needed for superior customer service that triggers positive emotions and high levels of customer and employee engagement.
Two short, 3-hour modules enable you the flexibility to schedule the training with minimal disruption for your business and deliver improved learning outcomes that progressively build the skills of your employees (it can often be overwhelming to focus on training for a whole day and retain all the learnings).
The March 2025 Customer Service Foundations training course has been designed to help any employee who is working in a role that interacts with customers.
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:
The March 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 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:Â
The public March 2025 Customer Service Foundations training course is a six-hour training course spaced out over 2 x 3-hour sessions to minimise the impact on your operations and enable employees time to progressively learn and apply their new skills in between each session.
This course can also be conducted privately, which provides greater flexibility with the dates, times and duration of the course (e.g. we could deliver a session every Wednesday morning for two weeks, complete both sessions on consecutive days, run the sessions only in the mornings or afternoons during your quieter periods etc.) and the content can be customised to suit your exact requirements using products/services/scenarios specific to you business.
We will teach your employees the critical skills and behaviours for enhanced interactions that the most successful customer service employees in the world use to deliver superior customer experiences and efficient first-contact resolution.
The skills taught align with the Australian Customer Experience Professionals Association Quality Standards required to deliver great customer service either over the phone or in person.
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, and it sets up the training so people understand the ‘why’.
How to create a strong first impression and have an impact at the start of any interaction by showing strong ownership and intent, managing expectations and building trust and confidence.
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.
Participants learn how to proactively educate customers through consistent checks of understanding, comfort and suitability with key information and solutions provided.
Your employees will learn how to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
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 five modules to better listen, diffuse, empathise and control conversations and respond to customer concerns with newfound confidence.
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 can impact our brain chemistry and functions that will help your employees better understand and manage challenging situations.
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 responding to customer concerns.
Exploration of various vocal and body language techniques used to diffuse heightened customer emotions and how to respond to more inappropriate customer behaviours.
Putting the learning into practice with fun, engaging group role-play activities that enable participants to apply the key customer service and complaint handling skills learnt in a range of contexts and scenarios.
Tips, techniques and examples of how to write effective responses to complaints and concerns raised by customers via both email and online chat channels.
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 provider 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.
Some of the CX Skills Customers we've provided training for recently:
The March 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*
Dates or times don’t suit you?Â
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.
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.
The March 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.
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.Â