customer service training courses in Australia

The Best Customer Service Training Courses in Australia!

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Our customer service training courses have an average rating of 4.9 out of 5 stars
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Whether you have a retail store or a Contact Centre, Call Centre, Knowledge Centre, Support Centre and so on,  if you have employees that speak to customers on the with in person (face to face) or on the phone then our customer service training courses are designed just for you.

All our customer service training courses have been developed and are facilitated by proven contact centre, customer service and customer experience industry professionals using best-practice, proven methodologies and insights that provide real skills for the real world.

The ever-changing world of customer service 

The customer service CX landscape is evolving faster than ever with new channels, new measurements, changing demographics, and improvements in technology all changing both customer and business expectations.

But perhaps the biggest change of all in recent times is, of course, COVID. With both employees and customers under more pressure than ever before, the importance of customer service and employee wellbeing has never been more critical.

Customer Service training courses in Australia

Yet despite all the advances in technology and society, some of the basic fundamentals in customer service haven’t changed -  good leadership, quality coaching, strong frameworks, a clear vision and mission and so on still underpinning every successful customer service operation.

Our customer service training courses have been designed by industry experts to cater for a wide range of skill levels and experiences to ensure the courses delivered are fit-for-purpose for the participants.

Customer Service is a very broad term so you may also be interested in these other related courses: Live Chat Customer Service, Email Customer Service, Managing Difficult Customers.

How your Employees benefit with Customer Service Training

Typically one of the main reasons businesses invest in customer service training is that it's going to deliver a better experience for your customers.

That, of course, makes perfect sense as we know delivering a great customer experience is good for business in lots of ways (see the section below) but there are also some other significant benefits for your business when you invest in your customer service employees:

  • Less stress - Not having the tools and skills to perform their role is one of the biggest causes of stress in the workplace for employees.
  • Happier workers are 12% more productive than neutral ones, while unhappier workers were 10% less productive.
  • Happy staff have fewer sick days to a factor of 10X a dissatisfied employee. And they’ll stay longer too.
  • Reduced turnover - It costs between 30-50 per cent of an annual salary (e.g. over $25,000 in Australia) to replace one frontline agent.

So not only do your customers and employees benefit from the investment in customer service training, there is a significant Return on Investment for your business as well.

Employee Benefits of investing in Customer Service Training Courses

Investing in your business success

The equation is pretty simple - a great customer experience results in a more loyal customer who spends more and stays longer. And employee engagement and retention is also significantly higher.

Take a look at some of these statistics:

  • A customer is 4 times more likely to purchase from a competitor if they are having an issue related to CX – not pricing or products.
  • 86% of consumers are likely to repurchase from a brand that offers what they deem as being “excellent customer experience.
  • 73% of buyers point to customer experience as an important factor in purchasing decisions
  • 84% of organisations working to improve CX report an increase in revenue.

So what are customers basing their customer experience on? For the majority of customers, the interaction with your frontline team is the moment of truth. Put simply, every single interaction your customer service employee handles can make the difference between business success or failure.

So why leave that to chance?

Customer Service courses in Australia can improve your business results

Customer Service Training Courses - Delivery Options

All of our customer service training courses can be delivered publicly (with attendees from multiple organisations) or privately (just for your business) either online or in-house (e.g. at your premises subject to COVID restrictions). We've explained some of the differences below.

Public Courses

Our publicly available courses enable you to enrol as few as one employee making them a cost-effective way of upskilling a small number of employees.

The public courses can also be a great way to interact and learn from others in either the same or different industries.

Each course has fixed times and dates making it easy to plan around shifts, holidays, induction periods etc.

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups within your business.

Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than the generic ones we use in our public courses.

Customer Testimonials

We're incredibly proud of the customer testimonials we've received for our Customer Service training courses. You can read some of the latest below or you can read all of our customer testimonials here >

Informative, Educational and Fun!

Rated 5 out of 5
5 July 2022
Review of June 2022 Contact Centre Management Fundamentals

A great course that supports Call Centre managers, no matter what their experience!
Strongly encourage anyone who manages a Call Centre, or has a Call Centre in their department to sign up and take this course! You won’t regret it.

Avatar for Peter Cavallaro
Peter Cavallaro
Call Centre Manager
AIA Australia

Wow! Just so engaging!

Rated 5 out of 5
22 June 2022
Review of June 2022 Contact Centre Management Fundamentals

Daniel has an amazing ability to connect with people. He is very personable, and has this amazing ability to bring training content to life!

Avatar for Joyi Lu
Joyi Lu
Service Improvement Lead
Queensland University of Technology

Fantastic!

Rated 5 out of 5
3 June 2022
Review of June 2022 Contact Centre Quality Assurance Training

I thoroughly enjoyed workshopping Quality Assurance with Daniel. Daniel introduced us to the structure, framework and application of Quality Assurance in a Contact Centre environment, providing some really key techniques to ensure successful implementation.
If you are looking to implement a QA program in your business or to future proof the quality of Service Delivery Team, I highly recommend taking this course.

Avatar for Eloise Leech
Eloise Leech
Quality and Training Lead
MECCA Brands

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We're an accredited training partner of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as a global leader in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your training is in good hands.

CX Skills Stress Reduction for Customer Service employee Feb 2022 course
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
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.
Eloise
Eloise
07:00 03 Jun 22
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.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Jelena Prenner
Jelena Prenner
22:06 03 Feb 21
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.
Nicole Field
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
Sarsha S
23:39 22 Dec 20
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.
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.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
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Learn more about our specific courses

We have a range of purpose-built customer service training courses designed specifically for either contact centre staff, retail staff or generic courses suitable for both. Just click on the button to learn more about the courses including the agenda, pricing and available dates.

Phone/Contact Centre Customer Service Training Courses

The customer service course listed below have been specifically designed for staff that work in a contact centre or any phone-based customer service environment.

Office/Retail/General Customer Service Training Courses

The customer service courses listed below are suitable for any customer-facing employees including phone-based/contact centre, face-to-face/retail, office/admin etc.

Purchase tickets now to our upcoming public Customer Service Training Courses

All the public customer service training courses listed below can be booked now - perfect for smaller numbers or if you need to minimise the operational impact by spreading your employees across different course dates. If you need to train a larger group please contact us for customised pricing and schedule availability.