Premium Customer Service Excellence Training Course

$597 AUD per person

Our Customer Service Excellence training course is designed exclusively for frontline employees in Contact Centres & face to face environments.

While it’s easy to pass off great customer service skills as ‘common sense’ – Customer Service professionals know there is an art & science to having great customer conversations.

And there’s a reason this program and variations of it have been our single most popular frontline training course for 20 years around the world, used in hundreds of organisations striving for premium customer excellence – from leading hotels, government agencies, utilities, telcos, retailers, insurance companies, banks and lots more.

No scripts, we teach our proprietary techniques, patterns and ideas around serving customers better that will empower your employees to deliver premium customer experiences call after call, customer after customer.

And as with all our courses, your employees will also have fun doing it! Lots of stories, techniques, role plays and more will make sure the learnings come to life and are easily put into practice.

With 8 hours of live facilitated training, this course is designed to super-charge the customer service skills of any employee who handles customers over a phone or face-to-face channel.

Customer Service Excellence Online Training Course
Premium customer service training course

Customer Service Excellence Training Course Highlights

  • 8 hours of live facilitated training delivered via Zoom
  • Learn premium skills & methodologies that can be applied across any industry.
  • All delivered live & online by the world’s top Customer Experience trainer Daniel Ord!

Optimised for online training

While we have delivered this course face to face (in a pre-COVID world) for decades, we have now fully optimised it to be delivered online using Zoom teleconferencing.

Whilst we were initially sceptical of moving online, there are many benefits to online training and our customer testimonials have continued to remain high, which is the ultimate test!

The Customer Service Excellence training course is our most comprehensive frontline agent course available, covering all the skills you need as well as mindsets, knowledge and homework exercises that require people to apply what they’ve learned – and we can do it all online.

The public version of this course is delivered online/virtually over 2 x 4-hour sessions on consecutive days (a total of 8 hours of facilitated live training) or alternative delivery arrangements are available for private bookings.

Online Customer Service Excellence training course

Who should do this course?

Customer Service Excellence training course Australia

The Customer Service Excellence training course has been designed to equip employees with the premium skills required to excel in a contact centre/customer-facing work environment.

The modules have been designed to be delivered in a structured manner enabling students to progressively build their skills with lots of checkpoints along the way to ensure the learning is sinking in!

The skills we teach are applicable to all industries, products and services and any employee that interacts with customers either over the phone or in person.

Typical roles include:

  • Contact centre agents (sales or service)
  • Customer service staff
  • Retail employees
  • Office administration
  • Hospitality workers
  • Telephone account management
  • Complaints/Resolutions teams (although if you handle lots of complaints check out our Managing Difficult Customers course)

What your employees will learn:

Over 8 hours of facilitated learning, our Customer Service Excellence training course is designed to equip frontline employees with the skills & knowledge to deliver outstanding customer service.

Despite the use of many new channels today, the ‘voice’ channel remains popular around the world for most organisations and for many customers, it’s this human interaction that can be the difference between them staying as a customer, or leaving your company for good.

We’ve never been big believers in the use of scripts in the contact centre. That takes away from the humanity of the conversation.

But we believe strongly in patterns, techniques and ideas around serving customers better and you’ll learn our proprietary techniques that have been continuously refined across decades of experience and used by thousands of contact centre professionals across the world.

Customer Service Excellence training in Australia

Five Powerful Modules

Module 1. Understanding Service

We begin with understanding what service means, how Contact Centres approach service and why great service delivery is more than a matter of ‘common sense’.

  • What are Customer expectations for phone-based service?
  • Where is the Contact Centre industry headed and why that matters to you
  • What is a KPI and why does your organization care about it?
  • Compliance vs. Calibre – and how you can shine
  • Call assessment – what do you think?
  • Let’s define Service

Module 2. Greet

We introduce our 4-Step process for managing inbound contacts and launch directly into the Greet Step and what it takes to start things off right.

  • Define when the Customer experience begins and why that matters to Agents
  • Understand the aspects that create a great first impression
  • The role of Journeys & Touchpoints
  • Why Occupancy sometimes hurts our image
  • What does a good Tone of Voice really sound like?
  • Summing up the Greeting and how to know we did it right

Module 3. Listen

The Listen Step belongs to the Customer – but this step in the process requires a lot of skill on the part of the Agent.  Using Enquiry Reconfirmation, Human Touch and Humanity well takes know-how and consideration.

And because of the importance of word choice in any human conversation, we look at how to avoid the negative when speaking with Customers.

  • Common listening mistakes
  • The role of Enquiry Reconfirmation & mirroring
  • The role of Humanity
  • The 5 Levels of Human Touch and how to decide which to use
  • How to Avoid the Negative
  • Positive & negative word choices
  • Summing up the Listening step and how to know we did it right

Module 4. Control

The Control Step belongs to the Agent – because the transition into Control is where the Agent ‘takes over’ and guides the conversation.

And that matters a lot – because Control is how we demonstrate expertise and organize ourselves to deliver a great solution.

  • Why Control = Expertise
  • The transition phrases that work
  • Avoid the Answering Machine trap
  • Avoid the Brochure Reader trap
  • What does branching mean and how can I use it?
  • Summing up the Control step and how to know we did it right

Module 5. Solution

The entire purpose of the Customer reaching out to us lies here. Customers want a solution.

And with that said, solutions come in different ‘types’.

Product & Service enquiries, Problem Solving enquiries, Order Taking enquiries – even Basic enquiries.  The key is to understand which kind of solution, what behaviours make it work and then deliver that well.

  • How to transition into your Solution
  • How to handle a Basic Enquiry that wows people
  • Presenting a professional Product & Service Solution
  • Presenting a professional Problem-Solving Solution
  • Presenting a professional Order Taking Solution
  • Summing up the Solution step and how to know we did it right
  • Call assessment – what do you think now?
  • Summing it all up

Looking for other customer service courses?

We also offer a range of other customer service courses, from short 3-hour ‘Essential’ courses through to specialised courses for receptionists, technical support, retail & hospitality, contact centres, retail staff and more. 

Search all customer service courses >

About Your Trainer, Daniel Ord

The trainer for the Customer Service Excellence training course is Daniel Ord from OmniTouch International recognised as one of the leading customer experience and contact centre trainers in the world.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.

Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.

So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.

Daniel Ord Customer Service Excellence course trainer
Global expert Daniel Ord is the trainer for the Customer Service Excellence course!

Customer Testimonials 

“This is the best course I have taken so far. Daniel was very good. The course touches on current issues. Roleplays were very useful.”

It was excellent! The only wish was I should have arranged for this course earlier!

“Interesting, fun & easy to understand because there’s a lot of examples.”

“I always enjoyed the examples & explanations provided by Daniel.”

“I really enjoyed the training, it was very interactive.”

“The training is fun, a good way to reflect the real experience in customer service and resolve some of the personal or emotional issues.”

“It’s a great lesson to learn to handle different agents/customers.”

“The training exceeded my expectations as it’s very interactive.”

“Very useful and easy to understand materials.”

“Training is just perfect. Especially now after being so routine with the job, the training gives me more perspective in my job.”

“The contents were well distributed and ample time was dedicated to each area.”

“Well conducted. The training was interesting and informative.

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
CX Skills
Based on 33 reviews
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:
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!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
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 🙂
Great course delivery and awesome techniques to use with customers.
Response from the owner: Thanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course!
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!
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!
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 🙂
Highly Recommended!
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
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!
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
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!
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!
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
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.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
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!
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!
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!
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 🙂
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!
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.
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!
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!
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.
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!
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.
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!
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!
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!
Response from the owner: Thanks Linda, great to have you in our course!
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!

Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Private and Public options

The Customer Service Excellence course is delivered online/virtually via Zoom, and users will be sent the course workbook (PDF) and Zoom link the day prior to the course commencing.

We offer this course both publicly and privately with the differences outlined below:

Public Courses

The 8-hour Customer Service Excellence training course public version is delivered as two half-days (2 x 4-hour modules) across two days.

The times, dates and duration of the course are fixed to enable you to plan ahead around rosters/shifts, induction dates etc.  If you would like to have more flexibility on the dates, times and content refer to our private options.

The public courses have lots of benefits including a wide variety of participants from a range of different companies so it’s a great opportunity to meet and share experiences with others from outside of your normal network.

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, times and durations or you’d like the benefits of training larger groups of employees exclusively for 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.

Learn more about our private course options >

Pricing and Payment Options

The Customer Service Excellence Training course is $597 per person ex GST for the 8 hours of live facilitated online/virtual learning (2 x 4-hour sessions) delivered by global expert Daniel Ord.

Payment can be made by credit card or invoice.

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 for 12 months. Learn More >
  • Want to train your whole team or multiple employees?  Contact us for customised pricing and availability.
Cost of Customer Service Excellence training course

Do you have any questions about the Customer Service Excellence course?

Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

The Customer Service Excellence training course is only available for private bookings in 2024.

Please contact us for pricing and availability.

Alternatively, you may be interested in the following courses: Service Experience EssentialsCustomer Service Phone Professionals course >, Reception Professional, Retail Sales & Service PRO, Technical Support PRO or Omnichannel Service.

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.