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Customer Service Phone Professionals training course

March 2025 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 March 2025 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

5.0

This course has an average rating of 5.0 out of 5 stars based on the latest 23 reviews!

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March 2025 Customer Service Phone Professionals Training Course Fast Facts

Convenient Scheduling: 3 x 3-hour modules (9 hours total), making it easy to fit into rosters with minimal business disruption.

Industry-Aligned Training: Skills and methodologies aligned with the Australian Customer Experience Professionals Association's Phone Quality Standards, proven to elevate customer service quality over the phone.

Versatile & Inclusive: Suitable for any phone-based employees, including office, support, call centre, and administrative roles.

Live & Interactive: Delivered live and online with high-energy, engaging sessions designed to make learning both effective and enjoyable (learn and laugh!).

Expert-Led: Designed and facilitated by Simon Blair, one of Australia’s top customer service trainers—not just someone reading off a course template!

Optimised for Online/Virtual Learning

While onsite, in-person training is still an option, many of our clients are discovering the unique advantages of online delivery – without any dip in quality. In fact, our customer review scores remain consistently high, whether the course is delivered onsite or virtually.

Why does online training work so well?

Cost-Effective: Online delivery keeps costs down without compromising on quality.
Enhanced Engagement: Short, interactive sessions maintain focus and boost learning outcomes.
Flexible & Accessible: Train your team from anywhere, reducing the impact on daily operations.

The March 2025 Customer Service Phone Professionals course is designed to equip your employees with the premium behaviours needed to deliver superior customer service – driving positive emotions, better call outcomes, and higher customer and employee engagement.

👉 Prefer face-to-face training? We also offer onsite and private training options for this course. (More information below.)

Online Virtual Customer Service Phone Training Professional course — Online/virtual training can be completed by dialling in from the workplace or from home!

Course Suitability

The March 2025 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.

Other courses suitable for customer service roles include:

Customer Service Phone Essentials (the short 3-hour version of this course).
Customer Service Phone Foundations (a shorter 6-hour version of this course).
Tech Support/Helpdesk Customer Service PRO (similar to this course but designed specifically for employees working in technical support, helpdesk roles).
We’ve also got courses for live chat, emails, retail & hospitality, receptionist and lots more!
View all our customer service courses >

What Your Employees Will Learn:

The March 2025 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 with the Australian Phone Customer Service 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.

customer service professional telephone skills training course

Best Customer Service/Sales training!

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!

Office Manager

S & J Plumbing and Gasfitting

📞 Expert-Led Training Designed for Maximum Impact with Minimal Disruption

The March 2025 Customer Service Phone Professionals course is delivered over 3 x 3-hour sessions, providing 9 hours of immersive training designed to build skills progressively while minimising disruption to your operations.

This spaced approach allows employees to learn, practice, and apply their new skills between sessions, ensuring lasting impact.

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 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.

Session 2

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.

Session 3

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.

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

Customer Service Phone Essentials (the shorter version of this course with a single, 3-hour session).
Customer Service Foundations (2 x 3-hour sessions with a focus on customer service and complaints handling).
Tech Support/Help Desk PRO (same as this course, but specifically designed for employees who work in tech support/help-desk roles)
Live Chat Customer Service (2 x 4-hours teaching specific skills for customer service via live chat).
Email Customer Service (2 x 4-hours teaching specific skills for customer service via email).
Managing Difficult Customers (2 x 4-hours teaching premium skills to handle difficult customers).

About Your Trainer, Simon Blair

The March 2025 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!

💬 See What Our Customers Are Saying!

Below are just a few of the glowing testimonials from participants of the Customer Service Phone Professionals course. Discover how CX Skills has helped businesses elevate their customer service standards.

👉 View all our customer testimonials
👉 See the businesses that trust CX Skills for their customer service training.

Enhance Your Customer Service with CX Skills

Review of Phone Customer Service Foundations (Private Course)

The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.

It’s been a valuable experience that has already changed our mindset on the way we approach customer service.

Highly recommended!

Brooke Castellas

Customer Service Manager

Bulla Dairy Foods

Response from CX Skills

Thanks Brooke – thriled to hear the training hit the mark and that the team have already started to change the mindset – thanks for trusting us with your training and we look forward to hearing about the continued success!

Engaging and informative training sessions

Review of Customer Service Professionals (Private Class)

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!

Michael Chen

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!

Exceeded My Expectations!

Review of Customer Service Professionals (Private Class)

I would like to say that Simon Blair from CX Skills has exceeded my expectations in providing the training in 3 sessions. The training content was apt and is helping me with my interactions on day-to-day basis. The ease with which Simon trained us is exceptional.

Bijal Bhatt

Customer Support Specialist

REA Group

Response from CX Skills

Thanks for the wonderful review Bijal and we’re thrilled to hear you enjoyed the training!

Informative and Fun!

Review of November 2024 Customer Service Phone Professionals

Simon was a very helpful coach who took great care in providing me with an enhanced understanding of customer service. The methods he taught me were followed by roleplay scenarios and the psychology involved.

I greatly benefited overall as he gave me personalised application catered towards my job, with an in-depth reflection of previous difficult calls I received. Was both informative and fun. Would highly recommend!

Mitchell Bennett

Customer Service Officer

Australian Access Hire

Response from CX Skills

Thanks Mitchell, what a great review that sums up Simon well! Thanks for taking the time to leave a review!

Impacting session with great takeaways and practical toolkits to lay the CX foundation in the company

Review of Customer Service Professionals (Private Class)

We took part in a private Inbound Sales Phone Professional course which was tailored specifically to our need.

The course was practical and well structured. The simulation sessions and tools discussed personally helped me and our team to further build confidence when dealing with customers.

I must mention that Simon Blair (the trainer) is well experienced, focused, and flexible. His liveness drew high attention and participation during the full day session. Among many valuable take aways, the five core competencies and specific behaviours taught to us were highly commendable.

Thanks to Simon, Justin and to everyone at CX skills for your professionalism and friendly manner. Best wishes!

Udara Karunatillake

Manager Finance & Operations

Fleximake Pty Ltd

Response from CX Skills

Thanks Udura, so glad to hear the full day onsite training course went well! You’ve got a great team and we look forward to hearing about your future successes!

Practical, efficient and relevant CX stategies

Review of January 2024 Customer Service Phone Professionals

The course (over 3 days) was brilliant! Very engaging workshop. Tailored content.

Efficient and practical strategies that can be implemented immediately in my role and personal situations.

Definitely recommended.

Clarence Vigo

Customer Service Officer

Moonee Valley City Council

Response from CX Skills

Thanks Clarence, thanks for taking the time to leave a review and we’re thrilled you enjoyed the training with Simon!

Excellent Training Session that Exceeded Expectations!

Review of Customer Service Professionals (Private Class)

I appreciate Simon’s dedication to delivering a high-quality session, and it’s evident that he is passionate about what he does!

The content was presented clearly and understandably.

The training not only met but exceeded my expectations, and I left with valuable insights and knowledge.

I highly recommend Simon to anyone seeking a top-notch training experience. Thank you, Simon, for your excellent guidance and expertise!

Suzie Dabarera

Accounts/Quality Coordinator

Fleximake Pty Ltd

Response from CX Skills

Thanks Suzie for the kind review and we agree, Simon is very passionate about customer service so glad it shone through!

Enjoyable Day of Training!

Review of Customer Service Professionals (Private Class)

Enjoyed the training course conducted by Simon. He was engaging and made the day very enjoyable.

The course was well put together and beneficial to our team.

Shane Cooray

Sales Engineer

Fleximake Pty Ltd

Response from CX Skills

Thanks Shane, glad you enjoyed the day!

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!

Office Manager

S & J Plumbing and Gasfitting

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!

Angela Cavallaro

Customer Service Support Officer

Premium Health

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

Why Businesses Trust 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.

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 >

Excellent

CX Skills

5.0

Based on 37 reviews

See all reviews

Christina Forbes

Thank you Justin for a fantastic course- informative and fun.

Response from the owner:Thanks Christie, super glad to hear you enjoyed the Introduction to Contact Centre Management course and that you had some fun in the process!

Deborah Caudle

Honestly 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.

Response from the owner:Oh wow thanks Deborah, what a lovely review - Simon is a great presenter and knows his stuff which is always a good combination so thrilled to hear it resonated! We take a lot of pride in building courses that actually make a difference rather than tick compliance boxes so your feedback has put a big smile on our face, thank you!

Mav

I had the pleasure of attending a customer service training session today with trainer, Simon Blair and it was fantastic! Simon was incredibly knowledgeable, engaging, and made the session both informative and enjoyable. Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!

Response from the owner:Thanks Mav for the wonderful review and thrilled to hear you enjoyed the training! We'll make sure we pass the feedback onto Simon as well - he takes a lot of pride in ensuring everyone enjoys the training and importantly, that it provides skills that can be put to immediate use!

Krsevan Petric

Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.

Response from the owner:Thanks Chris for leaving a wonderful review for Simon and sorry in the delay in acknowleding it. Always great to hear that the passion comes through and that the training hits the mark!

Jim Mundy

Did the introduction to contact center manager course with Justin, it was a fantastic experience

You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience

I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together

Strongly recommend

Response from the owner:Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏

Daniel Lanigan

Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.
It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.

Response from the owner:Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!

Trisha Bridge

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/

Angela Cavallaro

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!

Alison Jucha

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 🙂

K M

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!

Joyi Lu

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!

Eloise

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 🙂

Raheel Almas

Highly Recommended!

Response from the owner:Thanks Raheel, much appreciated!

Todd Johnson

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

Sheree Laursen

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!

Keira Smith

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

Jamie Leonard

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!

GVW Intranet

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!

Jim Rodd

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

Sam Petroulias

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.

Dirk van Noort

Response from the owner:Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!

Rebecca Goss

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!

Marianne Rutz

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!

Rachael Lowe

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!

Eva P

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 🙂

Rory Lynch

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!

Lee Siefken

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.

Vanessa Gralton

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!

Adrian Powell

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!

Monica Malgarini

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.

Chris Remnant

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!

Nicole Field

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.

Badri Pokhrel

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!

Sarsha S

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!

Katherine Robshaw Ed Dept

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!

Linda P

Response from the owner:Thanks Linda, great to have you in our course!

Kaylee Gerbes

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!

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 March 2025 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: Wednesday, 12th March 2025, 13:30 to 16:30 AEDT (Melbourne)
Session 2: Thursday, 13th March 2025, 13:30 to 16:30 AEDT (Melbourne)
Session 3: Friday, 14th March 2025, 13:30 to 16:30 AEDT (Melbourne)

Dates don’t suit? See what other public sessions are available >

online customer service training course dates and times

Need More Flexibility? Private Courses Are Also Available!

For teams of five or more employees, we offer private course delivery with greater flexibility. Choose your preferred dates, times, and course format, with the option to include tailored role plays, simulations, and industry-specific examples.

🕰️ Flexible Scheduling: Run the training at times that suit your business, including outside standard hours or during quieter periods to reduce disruption.
🎯 Tailored Content: Address your team’s unique challenges and scenarios.
🏢 Onsite or Online: Choose the delivery format that works best for your team (onsite is delivered in a single-day session)
👥 Ideal for Larger Groups: Train your entire team together for consistent skills development.

📩 Contact us today to discuss private course options for your business!

Pricing and Payment Options

The public March 2025 Customer Service Phone Professionals training course is $548 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% off all CX Skills courses (like this one), plus membership includes 15 self-paced training courses. 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 March 2025 Customer Service Professionals Course?

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

💡 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 >

Tickets

March 2025 Customer Service Phone Professionals Course Introduction

March 2025 Customer Service Phone Professionals Training Course Fast Facts

Optimised for Online/Virtual Learning

Course Suitability

What Your Employees Will Learn:

Best Customer Service/Sales training!

📞 Expert-Led Training Designed for Maximum Impact with Minimal Disruption

Session 1

The Psychology of Customer Service

The ACXPA Quality Standards

How to Engage

Session 2

How to Discover Needs

How to Educate

How to Close

Session 3

Energy & Empathy

Dealing with Difficult Customers

Bringing it all together

About Your Trainer, Simon Blair

Enhance Your Customer Service with CX Skills

Engaging and informative training sessions

Exceeded My Expectations!

Informative and Fun!

Impacting session with great takeaways and practical toolkits to lay the CX foundation in the company

Practical, efficient and relevant CX stategies

Excellent Training Session that Exceeded Expectations!

Enjoyable Day of Training!

Best Customer Service/Sales training!

Informative and enjoyable!

More Customer Feedback

Why Businesses Trust CX Skills

Customer Reviews & Testimonials

Some of the Organisations We've Trained

Dates, Times & Tickets

Need More Flexibility? Private Courses Are Also Available!

Pricing and Payment Options

Available Discounts

💡 Save 25% Instantly on This Course – and Every CX Skills Course!

Related Courses

April 2025 Managing Difficult Customers

April 2025 WFM Essentials

April 2025 Reception Foundations

Trainers

Simon Blair