Customer Service Training Courses – delivered by industry experts.
Discover Our Customer Service Training Courses
If your team interacts with customers—whether in an office, at reception, in a retail store, a call centre, or through live chat, email, or text—we have specialised customer service training courses designed to deliver immediate, measurable results.
At CX Skills, we are Australia’s trusted customer service training specialists.
Our courses are designed, facilitated, and regularly updated by seasoned industry professionals who bring decades of experience to the table. Using proven, best-practice methodologies, our training equips your team with real-world skills that make a difference.
We focus exclusively on customer service, contact centres, and customer experience training—because that’s our expertise. Unlike generic training providers or TAFEs offering hundreds of courses, we ‘stay in our lane’ to deliver highly specialised, results-driven training.
As the official training partner for the Australian Customer Experience Professionals Association (ACXPA), our reputation speaks for itself.
With glowing customer testimonials, a long list of satisfied clients, and transparent pricing, you can trust CX Skills to deliver the quality training your team needs.
Table of Contents:
We’ve packed this page with detailed information about our customer service training to help you make the best decision for your business.
If you’d prefer to skip straight to a specific section, use the links below to jump right in:
Understanding Our Course Formats >
Customer Testimonials for our Training >
Benefits of Customer Service Training >
Understanding Our Course Formats
The majority of our ready-made courses are available in the following formats, designed to suit different training needs and time commitments. Whether your team requires a quick introduction, a comprehensive upskilling program, or something in between, we’ve got you covered.
Essentials Courses
1 x 3-hour session
Price: $278.00
Focused on delivering core skills for immediate impact.
Foundations Courses
2 x 3-hour sessions
Price: $428.00
Mid-length course with deeper insights and tools.
PRO Courses
3 x 3-hour sessions
Price: $548.00
Comprehensive training with advanced skills and practice.
We also offer some specialist courses delivered via a 2 x 4-hour format, perfect for focused topics requiring a deeper dive over fewer sessions.
If you’re looking for something tailored to your unique requirements, we can customise a course to align with your specific business needs, employee skill levels, or industry challenges.
Ready-Made Customer Service Courses
Customer service is a broad concept that means different things to different people. It might involve teaching how to “delight” customers, handle objections, project professionalism, or even manage awkward silences and increase efficiency.
We understand that every business has unique challenges and opportunities. While we can tailor a course specifically to your needs, we’ve also developed a range of purpose-built customer service courses designed to equip your team with industry-leading skills for their specific roles and responsibilities.
Whether your team interacts with customers on the phone, in person, via email, or live chat—or across all of these channels—we have you covered.
Explore Our Ready-Made Customer Service Courses
Click a category to learn more about the tailored courses we offer:
- All employees/business transformation >
- General Customer Service >
- Phone-Based Customer Service >
- Reception / Administration Customer Service >
- Tech Support / Helpdesk Customer Service >
- Retail & Hospitality Customer Service >
- Emails & Live Chat Customer Service courses >
- Managing Difficult Customers & Situations >
- Workplace Resilience & Wellness >
If your employees are also involved with any sales (inbound, outbound or in-person) we also have a number of sales training courses >
All Employees / Business Transformation
Do you want your entire team to embrace a customer-first mindset? Our Service Experience Essentials course is designed to help employees at all levels develop the skills needed to deliver exceptional experiences for both internal and external customers.
This course focuses on building a culture of service excellence, empowering your team to create lasting, positive impressions with every interaction.
Course Details:
- Name: Service Experience Essentials
- Duration: 1 x 3 hours
- Price: $278.00
- Outcomes:
- Core customer service skills for any role.
- Strategies to foster a service-driven culture.
- Practical techniques to improve customer interactions.
Why Choose This Course?
This program is ideal for businesses seeking a broad transformation in customer service culture. Whether your team works in retail, administration, or client-facing roles, they’ll leave equipped with actionable strategies and a mindset focused on delivering exceptional service.
General Customer Service Courses
Customer service is a skill that can be taught and refined like any other. Ensuring your employees have the right foundation and are equipped to handle customer interactions over the phone is crucial for delivering exceptional customer experiences.
Our General Customer Service Phone Skills courses provide industry best-practice training, equipping employees with the essential skills needed to communicate effectively, resolve customer issues, and create positive experiences.
These courses focus on developing soft skills and behaviours that enable employees to have quality conversations, whether they’re handling inbound inquiries, outbound interactions, or supporting customers in any phone-based role.
Designed for anyone who interacts with customers over the phone—whether in a contact centre, customer support team, or any phone-based service environment—these courses deliver practical skills to ensure immediate and measurable improvements in customer service delivery.
Customer Service for Reception/Administration Employees
Suitable for employees who work in reception, front desk, front of house, etc., involving customer service over the phone, directly with customers in person (face-to-face), and via email.
Common attendees include employees in medical practices (doctor's surgeries, medical clinics, health & beauty clinics, etc.), dental and veterinary receptionists, office/administration employees, warehouse administration, schools and universities, and small businesses with a front desk/counter.
Whether their existing skills are a little rusty or you’d like to ensure they’re equipped to take your business to the next level, our courses are tailored for all customer-facing employees.
Customer Service for Technical Support / Helpdesk Employees
Working in technical support or a help-desk environment presents unique challenges. Employees are often the first point of contact for customers experiencing frustration, technical issues, or service disruptions. This requires a combination of patience, problem-solving skills, and the ability to remain calm under pressure while delivering excellent customer service.
Our specialised courses are designed to equip your team with the skills they need to handle technical support interactions effectively. From mastering the fundamentals of customer service to refining advanced techniques for managing difficult conversations, these courses are tailored for employees working in any technical support or help-desk role.
Customer Service and Sales Training for Retail & Hospitality Employees
Working in the Retail and Hospitality industries requires a unique blend of skills to ensure exceptional customer experiences while also driving sales. Employees in these roles often wear multiple hats—delivering great service, managing customer expectations, and promoting products or services effectively.
Our Retail and Hospitality courses are specifically designed for employees who interact with customers in a face-to-face or in-person environment. These programs equip your team with the essential tools to confidently handle service and sales scenarios, build stronger customer relationships, and contribute to your business’s success.
Whether your employees are new to the role or seasoned professionals looking to refine their skills, we offer tailored courses to meet your needs. Each program balances practical customer service strategies with sales techniques to ensure immediate and measurable improvements.
Emails & Live Chat Speciality Courses
Emails and live chat are key communication channels in modern customer service, each requiring specific skills to deliver outstanding experiences. These courses ensure your employees can meet customer expectations effectively, whether drafting professional, empathetic emails or handling fast-paced live chat interactions.
Managing Difficult Customers & Situations
Handling difficult customers is a skill that can and must be taught. With frustration levels at an all-time high for both customers and employees, equipping your team with strategies to manage challenging situations is critical for success.
This popular course, delivered live by global expert Daniel Ord, focuses on building confidence, reducing stress, and providing tools for effectively managing customer frustrations.
Workplace Resilience and Wellness
Modern workplaces face mounting pressures—from rising living costs to understaffing—leaving employees overwhelmed. This leads to reduced performance, higher sick leave, and increased turnover, all of which impact business performance.
Our resilience and wellness courses equip your team with the skills to thrive in challenging environments. Investing in employee well-being doesn’t just improve engagement—it strengthens your business too.
Recent Customer Service Training Courses Testimonials
We’re incredibly proud of the feedback we’ve received for our customer service training courses. With an average rating of 4.9/5 from over 245 reviews, it’s clear our courses deliver real results for both employees and businesses.
Here’s what some of our customers have to say:
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 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!
Thank you so much, great course!
I appreciate your time Simon, I have learned a lot and had fun in the process 🙂
Informative and fun!
Thanks for the training Simon, it was very informative and enjoyable!
Informative and Fun!
Simon was a very helpful coach who took great care in providing me with an enhanced understanding of customer service. The methods he taught me were followed by roleplay scenarios and the psychology involved. I greatly benefited overall as he gave me personalised application catered towards my job, with an in-depth reflection of previous difficult calls I received. Was both informative and fun. Would highly recommend.
Response from CX Skills
Thanks Mitchell, what a great review that sums up Simon well! Thanks for taking the time to leave a review!
Highly recommended, informative and well structured
I would highly recommend Simon Blair to anyone looking to enhance their customer service skills.
He presented the material in a clear and engaging way, making it easy to understand and keeping everyone involved.
The session was overall fun and informative, thanks to Simon’s excellent teaching style.
Response from CX Skills
Thanks Maria for taking the time to leave some lovely feedback, that’s great to hear you enjoyed the course and had some fun in the process!
Want to read more? Browse all of our customer testimonials here >
The Benefits of Investing in Customer Service Training
One of the primary reasons businesses invest in customer service training is to deliver a better experience for their customers. While that’s a crucial benefit, the impact goes far beyond just customer satisfaction.
Delivering a great customer experience not only drives business growth but also significantly benefits your employees and your organisation. Here’s why investing in customer service training is a smart business decision:
- Reduced Stress: A lack of tools and skills is one of the biggest causes of workplace stress. Providing training ensures employees are confident and better equipped to handle their roles.
- Increased Productivity: Happier workers are 12% more productive than neutral ones, while unhappy employees are 10% less productive.
- Lower Absenteeism: Engaged and happy staff take 10 times fewer sick days compared to dissatisfied employees, keeping your operations running smoothly.
- Reduced Turnover: Replacing a single frontline employee can cost between 30%–50% of their annual salary—over $25,000 in Australia. Retaining trained and engaged employees saves your business significant costs.
By investing in customer service training, not only will your customers and employees benefit, but your business will also see a significant return on investment.
How Customer Service Training Benefits Your Business
Customer Service Training Statistics
The equation is simple – great customer service creates loyal customers who stay longer, spend more, and advocate for your brand. Investing in customer service training also boosts employee engagement and retention, delivering significant benefits for your business.
- Customer Loyalty: 86% of consumers are more likely to repurchase from a brand that delivers an excellent customer experience. (Source: PWC)
- Business Revenue: 84% of organisations that improve customer experience report increased revenue. (Source: Forbes)
- Purchasing Decisions: 73% of buyers consider customer experience a critical factor when making purchasing decisions. (Source: Salesforce)
- Customer Retention Risk: A customer is 4x more likely to switch to a competitor due to poor service than because of pricing or products. (Source: Bain & Company)
- Employee Impact: Companies with highly engaged employees see 21% higher profitability and 59% lower turnover. (Source: Gallup)
Ultimately, customer experience often boils down to the “moment of truth” – the interaction between your customers and your frontline team.
Every interaction matters, so why leave it to chance?
View more customer service and customer experience statistics >
Public and Private Training Options
At CX Skills, we offer two types of customer service training courses to suit the needs of your business:
Public Customer Service Training Courses
Public courses are ideal for businesses with small numbers of employees needing training. Whether you need to train one employee or several, public courses provide the flexibility to purchase the exact number of tickets you need.
Benefits of public training courses include:
- Cost-Effective: Perfect for training small teams or individuals without the expense of booking a private session.
- Fixed Schedule: With pre-scheduled dates and times, you can plan ahead and minimise operational disruptions.
- Consistent Content: Public courses follow a fixed agenda, ensuring repeatable, high-quality training for every participant, no matter when they attend.
- Broader Perspectives: Employees can learn from and network with participants from other organisations, broadening their understanding and professional connections.
View our upcoming public training courses at the bottom of this page.
Private Customer Service Training Courses
Private training courses are conducted exclusively for your employees, providing a tailored approach that aligns with your organisation’s needs and goals.
Benefits of private training courses include:
- Customised Scheduling: Flexibility to choose dates, times, and durations that fit seamlessly into your operational schedule.
- Cost Savings: More economical for larger groups or teams requiring training.
- Tailored Content: Course content can be customised to include business-specific examples, case studies, or modules relevant to your industry.
- Confidential Discussions: Employees can discuss sensitive or business-specific scenarios in a private setting.
Whether you choose public or private courses, our training ensures your employees receive industry-leading skills to elevate your customer service performance.
Flexible Training Delivery Options
At CX Skills, we understand that every business has unique needs, so we offer a range of flexible training delivery options to suit your team’s preferences and operational requirements. Choose from the following formats:
Onsite Training
For those who prefer in-person training, we can deliver sessions directly at your premises. Onsite training offers the convenience of keeping your team in one place, eliminating travel time for your employees and reducing costs.
Our onsite training is available across Australia, including major cities such as Melbourne, Sydney, Brisbane, Hobart, Adelaide, Perth, Canberra, and regional centres. Additional costs may apply for trainer travel, depending on your location.
Live Online/Virtual Training
All our courses can be delivered live online via Zoom, offering numerous benefits over traditional in-person training:
- Flexible Scheduling: Training can be broken into smaller, more manageable sessions (e.g. 2 x 4-hour or 3 x 3-hour sessions), making it easier to absorb the content while staying on top of daily responsibilities.
- Cost-Effective: Virtual training eliminates travel, facility, and accommodation expenses, making courses more affordable without compromising quality.
- Specialist Trainers: We can integrate different trainers for specific modules within the same course to provide the best possible outcomes.
- Proven Effectiveness: Our customer review scores show no drop in satisfaction, with many businesses now preferring virtual training.
Learn more about the benefits of online training >
Self-Paced Learning
For ultimate flexibility, we’re introducing self-paced courses. These modules include videos, workbooks, and other resources that employees can complete at their convenience, making it easy to fit training around their schedules.
While most of our training is live and instructor-led, self-paced options are a great alternative for businesses seeking maximum flexibility.
Common Customer Service Course Types
Common Customer Service Course Types
Customer service training needs vary greatly depending on your team, their roles, and your business objectives. At CX Skills, we offer tailored training solutions that fit into four broad categories to ensure your employees are equipped with the right skills for success:
1. Customer Service Induction Training
Induction training is an essential investment for new employees, setting the foundation for their success in your organisation. It typically includes:
- Company culture and values
- Technical skills (systems and software)
- Product and service knowledge
- Soft skills (e.g., customer service, sales, etc., depending on the role)
Induction periods can range from a few hours to several months, depending on the role’s complexity. We offer a range of customer service training courses that can seamlessly integrate into your induction program, allowing you to focus on business-specific training like product and system knowledge.
2. Fundamental Customer Service Skills Training
For employees new to customer service, mastering the fundamentals is critical for success. Our courses cover essential skills such as:
- Getting the greeting right
- Building rapport and engaging with customers
- Empathy and active listening
- Effective call control
- Upselling and cross-selling
Our fundamental skills training ensures employees are well-prepared to deliver great customer experiences, tailored to the needs of your business.
3. Customer Service Refresher Training
Even experienced employees benefit from refreshing their skills to stay sharp and aligned with industry best practices. Whether formal training was never provided, skills need fine-tuning, or your team just needs a boost, our refresher courses are the perfect solution.
Most of our ‘Essentials’ courses are just 3 hours long, offering efficient, high-impact training that delivers immediate results.
4. Specialist and Niche Training
Sometimes, employees, team leaders, or managers need to focus on specific aspects of customer service, such as:
- Handling emails effectively
- Overcoming objections
- Coaching and leading a team
- Monitoring and setting quality standards
Our specialist courses focus on individual skills, so you only pay for the training you need. And if you have a team handling high volumes of phone calls, our contact centre courses are ideal. These courses benefit not just call centres but any team managing customer interactions over the phone or in the office.
From small admin teams to large customer service centres, our training ensures your employees have the tools to excel in their roles.
Trusted by Businesses Big and Small Across Australia
Hundreds of businesses, from small enterprises to large corporates, have trusted CX Skills to deliver exceptional customer service training. Below is just a sample of the organisations we’ve proudly worked with.
Want to see the full list of businesses that have chosen CX Skills? View all of our customers >
Upcoming Public Customer Service Training Courses
Explore all our upcoming customer service training courses below. Simply click on a course to view the specific dates, times, and to secure your ticket(s).
Tickets can be purchased using a credit card or you can request an invoice during checkout for added convenience.
Looking for a customised or private training solution? Contact us >
January 2025 Tech Support Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTSuitable for employees working in technical support and helpdesk roles, this January 2025 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.
January 2025 Tech Support PRO
Online via Zoom Price: $548.00 AUD ex GSTEmpower your technical support/helpdesk employees with premium customer service skills in the January 2025 Tech Support PRO course delivered over 3 x 3-hour live virtual/online sessions (total 9 hours training).
January 2025 Tech Support Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe January 2025 Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
February 2025 Retail Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe February 2025 Retail Essentials training course teaches customer service and sales skills to employees in a short, live 3 hour online/virtual course.
February 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe February 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
February 2025 Customer Service Phone Professionals
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior customer service skills in the February 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
February 2025 Retail and Hospitality Sales and Service PRO
Online via Zoom Price: $498.00 AUD ex GSTThe February 2025 Retail Sales & Service PRO course teaches premium customer service and sales skills to frontline employees in a 3 x 3-hour sessions online/virtual course.
March 2025 Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe March 2025 Customer Service Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
March 2025 Tech Support Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe March 2025 Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.
March 2025 Customer Service Phone Professionals
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior customer service skills in the March 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
March 2025 Retail and Hospitality Sales and Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe March 2025 Retail and Hospitality Sales and Service training course teaches premium customer service and selling skills for retail/hospitality employees delivered via 2 x 3-hour sessions.
March 2025 Customer Service Reception Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
March 2025 Customer Service Reception PRO
Online via Zoom Price: $548.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, the March 2025 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
March 2025 Tech Support Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTSuitable for employees working in technical support and helpdesk roles, this March 2025 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.
March 2025 Tech Support PRO
Online via Zoom Price: $548.00 AUD ex GSTEmpower your technical support/helpdesk employees with premium customer service skills in the March 2025 Tech Support PRO course delivered over 3 x 3-hour live virtual/online sessions (total 9 hours training).
March 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
March 2025 Retail Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Retail Essentials training course teaches customer service and sales skills to employees in a short, live 3 hour online/virtual course.
April 2025 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour April 2025 online course - suitable for all customer-facing employees.
September 2025 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour September 2025 online course - suitable for all customer-facing employees.
I can’t see a course I like, do you offer customised courses?
Yes! Please contact us to discuss your exact requirements.
Is it possible to ‘mix and match’ courses?
Our objective is to make sure any training your employees undertake is going to deliver results so yes, we will happily either ‘tweak’ some courses to hone in more on a particular skill or design a complete training program for you.
is there a minimum number of employees for a private course?
Each course is slightly different, but as a general rule, we’d typically need a minimum of five employees for a private booking.
Am I able to get an invoice as I don’t have a credit card?
Absolutely. On checkout you can request an invoice that will be sent directly to you.
Do you offer accredited customer service training courses?
The Certificate III in Customer Engagement is no longer offered, and has been superseded with Certificate III in Business. That said, we do NOT offer any national accreditation with our courses. Click here to learn more >
Are you public courses online or onsite?
Currently, we are only offering our public courses as an online/virtual option.
The costs and unpredictability of air travel at the moment just make it too risky.
We aren’t a call centre/contact centre so will these courses be suitable?
Absolutely! Unfortunately, the word call centre/contact centre often has a negative perception and many businesses do not identify as having a call centre in their business.
Rather, they have a customer support team, office/admin team, customer service team, customer service centre, customer resolutions group, customer management team, customer liaison group and so on.
The good news is whatever name you have for your team, if you have employees who spend time on the phone talking to customers, all our courses are suitable!