Customer Service Phone Essentials Course

$278 AUD per person

4.7
The Phone Customer Service Essentials training course has an average rating of 4.7/5.0 from the latest 22 customer reviews
Excellent73%
Very good27%
Average0%
Poor0%
Terrible0%

Customer Service Phone Essentials Course Introduction

The Customer Service Phone Essentials course is a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will immediately impact your business.

Whether it’s for new employees, existing employees who are a little stale, or employees who have never had any professional customer service training, this course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone.

The course goes beyond traditional customer service training clichés such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’.

This program 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.

Crucially, we don’t teach scripts (they don’t work!), but we do provide your employees with a proven, reliable structure for phone calls that will enable them to consistently communicate in key moments with energy, empathy and simplicity.

In particular, your employees will learn how to master the start and the finish of any phone call and how to check for understanding, comfort and resolution throughout. They will also learn and practice a simple but powerful 2-step method for dealing with more difficult customers and situations they may encounter.

If you’re looking for an immediate uplift in your customer service, look no further than this course!

Customer Service Phone Essentials Training Course
Customer Service Training for Phone

Customer Service Phone Essentials Course Fast Facts

  • Suitable for any employee dealing with customers over the phone (office/admin, reception, call centre, etc.)
  • A single (1 x 3-hour) live, virtual training session to fast-track learning and minimise the impact on your business.
  • Delivered online and live with high engagement (laugh & learn!).
  • The skills and methodologies are aligned with the Australian Contact Centre Quality Standards and can be applied across any industry to improve customer service.
  • Designed and facilitated live by industry expert Simon Blair, one of Australia’s top Customer Service trainers (not someone reading off a course template with no industry skills or experience).

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

Built specifically for online training!

Whilst we understand there is often a preference for onsite/in-person training, there are a lot of benefits to online training and our customer review scores have been consistent whether delivered onsite or online.

The Customer Service Phone Essentials training course has been specifically adapted to be delivered virtually/online, which keeps the costs low, and it improves trainee engagement and learning outcomes by delivering the training as a short, interactive and engaging session.

At just three hours, your employees will have the capacity to focus on the training whilst still having time to practice or take on additional learning like products & services training, systems training, etc., as part of an induction program,  or to jump straight back onto the phones and immediately put their new skills to use!

The course is delivered virtually via Zoom, which is easily accessible to anyone with an internet browser.

Rather have your course delivered in person?

Talk to us about private delivery options >

Online Customer Service short course

Course Overview (Video)

Learn more about the course directly from the course designer and facilitator, Simon Blair.

Who is this course suitable for?

Call centre agent customer service training course

The customer service skills we teach are applicable to all industries, products and services and are suitable for any employee of all ages who speaks to internal or external customers over the phone.

Whether it’s because they’ve become a little stale, have never received any formal training, or you’ve got some new employees that you want to equip with professional skills right from the start, this course will ensure your employees learn the fundamental skills to deliver a great customer experience for your customers.

Typical roles suitable for this course include:

  • Call centre agents (sales or service)
  • Customer service staff
  • Office/administration employees
  • Receptionists
  • Front desk
  • Personal Assistants
  • Warehouse/logistics employees
  • Retail workers
  • Complaints teams

If you are looking for alternative customer service training courses, some of our other ‘Essentials’ courses may be suitable:

We also have a range of other customer service training courses and sales training courses >

What your employees will learn:

Over a 3-hour online/virtual training session, the Customer Service Phone Essentials training course will teach your staff the critical skills for call handling that the most successful customer service employees in the world use to deliver superior customer experiences and efficient first contact resolution.

The skills taught are aligned to the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours that have been proven to enable great customer service over the phone, whether it’s in an office, contact centre or working from home.

Centred on empathy, action and energy, your employees will learn to be more confident, efficient and effective with every customer interaction.

The training consists of powerful demonstrations and practice in the essential behaviours across five key modules:

1. The Psychology of Customer Service

A short exploration of what customers want and need based on decades of research with an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable more effective call handling and premium service delivery.

2. How to Engage

Your employees will learn how to create a strong first impression and improved customer focus through strong ownership, intent and the management of customer expectations to build trust and confidence.

A range of customer call type simulations will be used to practice with participants the key skills and behaviours learnt to better engage customers.

3. How to Close

Employees will learn and practice 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.

4. How to Educate & Inform

We’ll teach your employees the three critical discovery techniques (as used by the FBI) to drive more effective and efficient conversations to identify customer needs and determine the best solution in a way that doesn’t make them feel like ‘just a number’.

They will then learn the key requirements to better present relevant products, services & process information to customers with a focus on making consistent checks for questions, understanding and suitability.

5. Energy, Empathy & Objections

We will teach your employees how to consistently sound fresh and engaging whilst projecting confidence and clarity with each customer interaction.

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.

The modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone.

Looking for something a little longer?

Our Customer Service Phone Foundations course is the extended version of this course, delivered over 2 x 3-hour sessions (total of 6 hours) that allows for more time on teaching skills to manage complaints and difficult customers, and tips for emails and online channels. 

Our Customer Service Phone Professionals course is the longer version of this course, delivered over 3 x 3-hour sessions (total of 9 hours) that allows for some more in-depth training and time to embed the new skills with additional practice/role-play.

About Your Trainer

The Customer Service Phone Essentials training course is designed and facilitated by Simon Blair, one of Australia’s leading Customer Service Trainers.

Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.

He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.

He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.

Simon Blair trainer for Customer Service Essentials training course
Simon Blair, one of Australia's leading customer service trainers!

Recent Customer Service Phone Essentials Course Testimonials

What makes the CX Skills courses stand out from the pack is the quality of our trainers, who are all industry experts, not just trainers reading off templated course guides.

Our trainers live and breathe in the industry and it’s the reason behind our exceptional customer testimonials and ratings, a sample of which you can read below for this particular course.

Click here to view all our customer testimonials as well as a view a list of our customers covering a wide range of industry sectors.

Engaging and informative

Review of Service Experience Essentials (Private Course)

I recently took part in the Customer Experience training conducted by Simon, which was mandatory for all employees. Before the training, like many others, I was apprehensive about its duration given our busy schedules and anticipated would be boring.

Surprisingly, it turned out to be the complete opposite. The training flew by, thanks to Simon’s fun and energetic delivery and his encouragement for active participation in various scenarios.

He imparted valuable insights and practical tips applicable not only in the workplace but also in personal interactions. Overall, the session was highly informative and engaging. Thank you, Simon!

Avatar for Toula Young
Toula Young
Business Project Manager
AC3

Response from CX Skills

Thanks Toula, we appreciate you taking the time to leave such a wonderful review!

Good Theory and Practice

Review of Service Experience Essentials (Private Course)

Really enjoyable session, feel like a good use of time. The session felt like 40min as opposed to the full three hour block!

The focus on structure and technic meant that the content was well conveyed and practiced in the session.

Avatar for Carlos B
Carlos B
Solutions Architect
AC3

Response from CX Skills

Thanks Carlos, glad you enjoyed the session!

Great info, needed more time for practice

Review of March 2024 Customer Service Phone Essentials

We found the information very useful, and there was great examples and knowledge imparted in the training.

The changes in techniques and updates to some of the techniques I had been taught previously were appreciated.

I wished there had been more time to do role plays to practice the techniques more, so the team could have felt more comfortable with them.

However, the introduction to the trainer was too long winded. I would rather the presentation of the material follow the call flow, as for newer staff we jumped around and lot.

The material sent after the course was greatly appreciated and I have some of the pages displayed on my wall to assist me to use the techniques.

Avatar for Michelle Petrou
Michelle Petrou
Customer Service Manager
FCF Fire and Electrical

Response from CX Skills

Thanks Michelle, agreed – as this is the ‘Essentials’ course there is only so much we can cram in. Our ‘PRO’ courses provide a lot more time to cover each skill and a lot more time to role play and build confidence in applying them. Appreciate the feedback on the intro and flow and we will take that onboard!

A crack-up 🙂

Review of Phone Customer Service Essentials (Private Class)

Simon thank you for making the training enjoyable and engaging. I have walked away with a lot of useful tips on dealing with difficult calls.

Avatar for Minnie May Alesna
Minnie May Alesna
Group Admissions Support Officer
St John Of God

Response from CX Skills

Thanks Minnie, and yes Simon is know for delivering a few laughs throughout the session 🙂

There's something about Simon!

They say you can’t teach an old dog new tricks, I am here to say yes it is possible.

Simon is the perfect training partner for the job, as we all know we are never too old or too young to learn new techniques, even though we may be set in our ways.

Simon was able to gently implement new methods in ways that felt comfortable and natural.

I believe this service would be very beneficial for all areas of customer service and the results to your business is paramount in an ever changing landscape.

Thanks once again Simon.

Avatar for Julie Di Marco
Julie Di Marco
Admissions officer
SJOG Healthcare

Response from CX Skills

Thanks Julie for the wonderful, made us laugh! And we agree, Simon is great at putting everyone at ease and having an enjoyable training session with plenty of laughs 🙂

EFFECTIVE AND FUN

Review of Phone Customer Service Essentials (Private Class)

Simon is an engaging and experienced trainer who taps into your customer service skills. He recognises the issues on the personal level and gives advice that caters to each issue. Very helpful and glad I have the chance to attend his sessions.

Avatar for CHING SHUH LEONG WILLIAM
CHING SHUH LEONG WILLIAM
GROUP ADMISSIONS OFFICER
ST JOHN OF GOOD

Response from CX Skills

Thank you Ching Shuh for kind review and glad you enjoyed the session.

Customer Service Phone Essentials course

Review of Phone Customer Service Essentials (Private Class)

Training was just the right length in duration. Was to the point and enjoyable . Definitely not boring or long winded. Would certainly recommend.

Avatar for Leeanne Baker
Leeanne Baker
Reporting Officer
SJOG Healthcare

Response from CX Skills

Thanks Leeanne for your review, and glad you found the timing and content just right!

Some Great Helpful Tips!

Review of Phone Customer Service Essentials (Private Class)

Very interesting, learnt some helpful tips on customer service! It would be great to learn more on dealing with conflict or emotions as we get a few emotional patients and family members.

Avatar for Nikki Giri
Nikki Giri
Room Service Support Officer Team Leader
SJOG Bendigo East Call Centre

Response from CX Skills

Thanks Nikki, glad you picked up some great tips! With regards to dealing with conflict, unfortunately, there’s only so much we can cram into a 3-hour session! We’ve got an 8-hour course on Managing Difficult Customers as well as some other longer customer service courses which allow us some more time to go into a bit more depth if it’s something you’d like to explore further!

Do your employees handle more than just phone calls?

Other suitable courses for frontline employees include:

More Customer Testimonials 

“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

Customer Service Essentials Training Course Australia

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.

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Jim Mundy
Jim Mundy
Did the introduction to contact center manager course with Justin, it was a fantastic experienceYou could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experienceI really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything togetherStrongly recommend
Response from the owner: Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏
Daniel Lanigan
Daniel Lanigan
Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.
Response from the owner: Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
Trisha Bridge
Trisha Bridge
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
Angela Cavallaro
Angela Cavallaro
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Alison Jucha
Alison Jucha
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
K M
K M
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Joyi Lu
Joyi Lu
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Eloise
Eloise
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Raheel Almas
Raheel Almas
Highly Recommended!
Todd Johnson
Todd Johnson
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Sheree Laursen
Sheree Laursen
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Keira Smith
Keira Smith
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
Jamie Leonard
Jamie Leonard
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
GVW Intranet
GVW Intranet
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
Jim Rodd
Jim Rodd
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Sam Petroulias
Sam Petroulias
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Dirk van Noort
Dirk van Noort
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
Rebecca Goss
Rebecca Goss
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
Marianne Rutz
Marianne Rutz
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
Rachael Lowe
Rachael Lowe
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
Eva P
Eva P
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
Rory Lynch
Rory Lynch
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Lee Siefken
Lee Siefken
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
Vanessa Gralton
Vanessa Gralton
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Adrian Powell
Adrian Powell
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Monica Malgarini
Monica Malgarini
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
Chris Remnant
Chris Remnant
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
Nicole Field
Nicole Field
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Badri Pokhrel
Badri Pokhrel
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Sarsha S
Sarsha S
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Linda P
Linda P
Response from the owner: Thanks Linda, great to have you in our course!
Kaylee Gerbes
Kaylee Gerbes
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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Public and Private course delivery options

The Customer Service Phone Essentials course is delivered via Zoom and is offered both publicly (anyone can purchase a ticket) and privately (just for your employees) with the differences outlined below:

Public Courses

The Customer Service Phone Essentials course is delivered as a single three-hour public course,  enabling your employees to fast-track their skills whilst still allowing them time to either learn other skills (e.g. local processes, products, services, etc.) or continue to work on the phones and put into practice their new skills immediately after the course!

The times and dates are fixed to enable you to plan ahead, and we typically run this course once a month so you can spread your team out over multiple sessions to reduce the impact on your business. If you would like to have more flexibility on the dates, times and content refer to our private options.

As the course outline is consistent, this course can also be a great default induction program to ensure all your new employees receive the same great training!

View upcoming public course dates at the bottom of this page!

Private Courses

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

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

We also recognise that taking time away from training can be disruptive to your business, so for private bookings, we are able to offer you training sessions outside of usual business hours if that is a preference.

Contact us about a private training course >

Pricing and Payment Options

The public Customer Service Phone Essentials course is just $278 per employee ex GST for three hours of live, facilitated learning with Simon Blair.

Select the preferred date at the bottom of this page to purchase tickets to that course.

Payment can be made instantly using a credit card, or you can request an invoice (Payment must be made prior to the course commencing).

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 your whole team or multiple employees?  Contact us for customised pricing and availability.
Customer Service Refresher training Australia

Do you have questions about this Customer Service Essentials course?

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

Speak to us live on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >

Purchase a ticket to a public Customer Service Phone Essentials Course

All the publicly available Customer Service Phone Essentials 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!

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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.