Customer Service Foundations Training Course
$428 per person ex GST (Discounts Available) delivered via 2 x 3-Hour Sessions
Do you have employees who work in customer service roles that need some extra help in delivering consistently great customer experiences for your customers?
Have you recognised the need to invest in customer service training but are not sure where to start?
When you start your search for customer service training courses, it can quickly be overwhelming. There are literally hundreds of courses, and just to add to the confusion, customer service can mean many things to different people!
Customer service skills, complaints handling, phone etiquette, resilience, empathy, taking ownership, improved efficiencies, creating first impressions and so on.
With decades of working in customer service, we’ve designed this Customer Service Foundations course to deliver what we consider the core fundamentals skills required for anyone who works in a role that deals with customers – customer service employees, receptionists, retail workers, customer support, admin/office assistants etc.
And we would know! This course is aligned with the Australian Customer Experience Professionals Association (ACXPA) Phone Quality Standards, teaching skills that are proven to improve customer outcomes, and it’s delivered live by genuine industry experts so your employees learn from the best.
The Customer Service Foundations course is an extended version of the 3-hour Customer Service Essentials course, with 2 x 3-hour sessions (total of six hours of training) that will equip your employees with the essential skills for handling customers either over the phone or in person, as well as skills on how to handle complaints and difficult customers.
So if you’re looking for a great all-round course that will transform the psychology and performance of your employees to positively impact your customers and business like never before, this is the course for you!
Learn more about the course by scrolling below or jump straight to a section:
Customer Service Foundations Training Course Fast Facts
Optimised for online learning (virtual training)
This course has been expertly designed for live, virtual delivery via Zoom, ensuring high engagement and strong learning outcomes through interactive, bite-sized development methods.
And because it’s delivered online, employees can join from anywhere — whether they’re in the office, working from home, or at a remote location.
The Customer Service Foundations training course equips your employees with the essential skills and behaviours needed to deliver superior customer service. They’ll learn how to create positive customer experiences while boosting their own confidence and job satisfaction.
Two short, 3-hour modules provide the flexibility to schedule training with minimal business disruption while maximising learning retention.
💬 Online training doesn’t mean second-best. Our live facilitated virtual training consistently earns outstanding feedback from participants — see what they’re saying here.
Course Suitability
The Customer Service Foundations training course has been designed to help any employee who is working in a role that interacts with customers over the phone.
The 2 x 3-hour sessions have been designed to be delivered in a structured manner enabling your employees to learn and apply their new skills in between the different modules.
The skills we teach are applicable to all industries, products and services!
Typical roles include:
- Admin/office staff who handle customer enquiries
- Customer service staff
- Call centre agents
- Receptionists/Front of house roles
- Retail staff
- Telephone account management
- Technical support
- Complaints teams
- Frontline staff who interact with customers
What your employees will learn:
The Customer Service Foundations course is designed to equip employees with the essential skills they need to work in a role that involves working with customers over the phone on a consistent basis.
How to have better conversations with customers, how to handle tough situations and how to ensure they can consistently perform at their best are all covered in this course that pulls content from some of our most popular courses and rolls them into one!
There’s plenty of role-playing, interaction and practice included to ensure your employees can put their new skills to work with the training conducted in a safe, fun and welcoming online environment.
At the end of the course, your employees will be provided with a certificate of achievement and most importantly, they’ll be empowered with new skills that will help them succeed in their role, and deliver improved outcomes for your business.
Key course outcomes include:
Interactive, High-Impact Customer Service Training
The Customer Service Foundations training course delivers 6 hours of expert-led learning across two highly interactive 3-hour sessions.
This approach ensures minimal disruption to your operations while giving employees time to absorb and apply their new skills between sessions.
Session 1 (3 hours)
We’ll equip your employees with the critical skills and behaviours used by the world’s most successful customer service professionals to deliver exceptional experiences and achieve efficient first-contact resolution.
The training aligns with the Australian Customer Experience Professionals Association (ACXPA) Phone Quality Standards, ensuring your team is equipped to consistently provide outstanding service across all customer interactions.
1. The Psychology of Customers
Includes an exploration of what customers want and need from any customer service interaction and why customer service is so critical for business success.
We’re often told this module can be quite inspiring, setting the tone for the training by helping participants understand the ‘why’ behind great service.
2. How to Engage
Learn how to create a strong first impression and have impact at the start of any interaction by showing strong ownership and intent, managing expectations, and building trust and confidence.
3. Better Needs Discovery
Learn and apply techniques used by the FBI for enhanced customer conversations that identify and confirm the root cause of issues and customer needs in an efficient manner.
4. How to Educate
Participants learn how to proactively educate customers through consistent checks of understanding, comfort, and suitability with key information and solutions provided.
5. How to Close any Call or Conversation
Your employees will learn how to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude, and a warm farewell.
Session 2 (3 hours)
Dealing with frustrated customers is an inevitable part of any customer service role. Equipping your employees with the skills and confidence to navigate these challenging situations is essential for maintaining positive outcomes.
This session empowers employees to handle difficult phone interactions with confidence. It goes beyond outdated advice like “smile while you speak” or scripted phrases like “I can tell you’re frustrated.”
Instead, your team will gain practical insights, proven techniques, and actionable methods across four focused modules—enabling them to listen effectively, diffuse tension, show genuine empathy, and confidently steer conversations toward resolution.
1. The Psychology of Complaints
We’ll teach your employees how to identify and understand the different types of difficult customers and what they need from their service experiences when they voice concerns.
This module also includes an exploration into the science behind emotions and how they impact brain chemistry and functions—empowering your employees to better manage challenging situations.
2. Empathy and Intent
Your employees will learn how to validate with empathy to diffuse emotion and take ownership to satisfy both a customer’s emotional and transactional needs with a powerful 2-step response method for handling customer concerns.
3. Handling the Most Difficult Customers
Exploration of various vocal and body language techniques used to diffuse heightened customer emotions and how to respond to more inappropriate customer behaviours while maintaining professionalism.
4. Group Practice
Putting the learning into practice with fun, engaging group role-play activities that enable participants to apply key customer service and complaint handling skills in a range of contexts and scenarios.
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 provider of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Recent Customer Reviews & Testimonials
Absolutely Recommended!
Honestly it 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 CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
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!
Highly Recommend for any Contact Centre Leader
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Response from CX Skills
Thanks Michelle, Marc has a ton of experience and is passionate about helping others forge their career in the industry so thrilled to hear that the training hit the spot and their are some takeaways that you are already embedding!
Great Time Spent with Justin!
The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.
The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.
Response from CX Skills
Thanks Katie for the lovely review. Justin is certainly very passionate about all things contact centres and we’re thrilled to hear there were lots of takeaway!
Great course!
I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.
We had a smaller group session and it was the perfect way to absorb all the learnings.
Response from CX Skills
Thanks Stephanie, thrilled to hear you enjoyed the course! Thanks for taking the time to leave a review 🙂
Great Trainer!
I felt Daniel was a wonderfully positive and communicative presenter.
Response from CX Skills
Thanks Lauren, indeed – he’s terrefic and we’re thrilled to work with him on a regular basis!
Your words are so important!
This was some enlightening information regarding words and phrases that matter, and how we can better deliver negative news to our customers.
Response from CX Skills
Thanks Jacqueline, so true! Thanks for taking the time to leave a review 🙂
Awesome training!
Learning how to properly introduce myself and leave a good impression is something that will help me on the Service Desk everyday.
Response from CX Skills
Thanks Heimona, a good great can make all the difference!
Fun, engaging and very informative!
The psychology behind the way we speak to customers was my highlight! And I gained a lot of insight into how I can coach others through this.
Response from CX Skills
Thanks Ashley, glad to hear you enjoyed the course and yes, that module is very popular!
Fantastic - Highly Recommend!
I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer 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 CX Skills
Thanks Marivic, couldn’t ask for a better testimonial 🙏
Great introduction to Journey Mapping!
We have recently begun our Customer Experience journey and a huge part of this is understanding the Customer Journey. What a great course this was to introduce us to what it was all about.
We had the best trainers in Rod and Simon and the course was really well structured. Done over 2 sessions, it took us through the basics then gave us some time to piece together a map ourselves. It opened my eyes to things that I hadn’t considered were part of a customer journey before.
Overall, a fantastic course to begin with, well structured, very informative and well-paced with lots of time to ask questions and consider scenarios.
Response from CX Skills
Thanks Kylie, what a wonderful review and thrilled to know it hit the mark!
Knowledgeable and Engaging
I recently completed the Customer Journey Mapping course, and it was an incredibly insightful and valuable experience. The course content was well-structured and covered all the essential aspects of customer journey mapping, from understanding customer personas to creating detailed journey maps.
The instructors were knowledgeable and engaging, providing real-world examples that made the concepts easier to grasp. Overall, I highly recommend this course to anyone looking to enhance their skills in customer journey mapping.
It has equipped me with the knowledge and confidence to improve customer experiences and drive better business outcomes.
Response from CX Skills
Thanks Kate for a lovely review of the course and we’re thrilled to hear it’s provided you with the skills and confidence you need to make a difference in your Council!
Great course! Great Trainer
I recently completed a 3-part training course with Simon (Reception PRO). It was incredibly helpful and practical, significantly enhancing my communication and writing skills. I highly recommend this course to anyone looking to improve their communication abilities.
Response from CX Skills
Thanks Kevin for your feedback and thrilled to hear you enjoyed the course!
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
Response from CX Skills
Thanks Michelle, glad to hear the passion came through and that you enjoyed the training 🙂
Valuable Insights and Engaging!
The presentation by Simon was excellent. Simon is a very enthusiastic presenter who presented the information content very well. I learned some valuable insights into customer service and techniques with engaging people. Well done 🙂
Response from CX Skills
Thanks Stuart, really glad to hear the training hit the right spot!
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!
Excellent Tips, Tricks and Skills!
Simon has a depth of knowledge and experience. He breaks things down using simple and easy communication, and is a fantastic trainer. I would highly recommend if you require sharpening some of the skills in your toolset.
Response from CX Skills
Thanks Joel, glad you enjoyed the training and loved the short and sharp review!
Some of the CX Skills Customers we've provided training for recently:
Pricing and Payment Options
The price for this course is $428 AUD per person ex GST for the entire six hours of online facilitated learning (2 x 3-hour sessions); however, discounts are available depending on the number of employees you would like to train.
Select the preferred date at the bottom of this page to purchase tickets to that course or speak to us about a private booking just for your employees.
Each employee who attends the training will receive:
- Six hours of live, facilitated training from a highly engaging industry expert.
- Course workbook containing key action points and prompters.
Payment for the course can be made by credit card, or you can request an invoice (payment must be received before the course commences).
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 (including this one), plus membership includes 15 self-paced training courses and a host of other benefits. Learn More >
- Do you want to train your whole team or multiple employees? Contact us for customised pricing and availability.
Purchase a ticket to a public Customer Service Foundations Course
All the publicly available Customer Service Foundations courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased instantly with a credit card or, you can request an invoice on the checkout page.
If you have larger numbers (more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
New public course dates are published on a regular basis!
May 2025 Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe May 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour sessions.
June 2025 Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe June 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour sessions.
This course is available for private bookings!
The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.
💡 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 >