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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.
March 2025 Customer Service Phone Professionals Training Course Fast Facts
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.)
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.
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!
📞 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’.
💬 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
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!
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
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!
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!
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.
Response from CX Skills
Thanks for the wonderful review Bijal and we’re thrilled to hear you enjoyed the training!
Informative and Fun!
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!
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
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!
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
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.
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!
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!
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!
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.
Response from CX Skills
Thanks Shane, glad you enjoyed the day!
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!
Informative and enjoyable!
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!
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 >
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 >
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.
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?
Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >
💡 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 >
