Customer Service Training Courses – delivered by industry experts.

  Search all upcoming public customer service courses at the bottom of this page    ⬇️

Introduction to our Customer Service Training Courses

Table of Contents:

We’ve added a lot of information on this page about customer service training so you are able to make an informed decision about selecting the right solution for your business.

If you’d rather just jump to a specific section, use the links below.

Available Courses >

Benefits of Customer Service Training >

Public and Private Training options >

Available Delivery Formats >

Common Course Types >

Customer Service Statistics >

Customer Testimonials for our Training >

Upcoming Public Courses >

FAQs >

Purpose-Built Customer Service Courses

Customer Service is a very broad term that can mean different things to different people.

How to ‘delight’ a customer, how to handle objections, be more ‘professional’, how to avoid awkward silence, be more efficient with customers and so on are all common requirements people talk about when mentioning they need some customer service training.

Whilst we can absolutely tailor a customer service course to meet your exact requirements, we have already developed a number of customer service courses that have been designed to equip attendees with leading customer service skills for a range of common employee types and functions.

To view our ready-made customer service courses, just scroll below or click the links to go straight to that section:

• 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

If you’re looking for a course that can help ensure the customer is first and foremost in your employee’s minds, and you want to provide them with some skills on how to deliver a great customer experience for both internal and external customers, our Service Experience courses have been designed to deliver exactly that!

General Customer Service

Whilst it can seem like people are naturally better at customer service than others, like any other skill, it is a skill that can be taught and refined.

We’ve found that ensuring everyone has the basics right is always a great place to start, and our Customer Service Foundations course will ensure your employees have been taught industry best-practice skills for customer service, handling complaints and how to improve resilience to handle customers on a regular basis all in ready-to-go course!

Juggling customers across multiple channels…

It’s not uncommon for customer service employees to handle customers over multiple channels like phone, emails, live chat, social media, in person, etc.

Whilst it can be easy to assume that all these different channels require ‘customer service skills’ the reality is that each of these channels requires different skills to be executed correctly.

If your employees have not been trained correctly, it can result in increased stress for them and a less-than-ideal experience for your customers.

We have courses for a specific channel (i.e. phone OR email) or combinations of some channels (i.e. phone AND emails); however, if you’d like to equip your employees with the skills they need to be effective across all channels, particularly in a customer service centre/contact centre environment, then refer to our omnichannel course below.

Customer Service (mainly via phone based)

Making or receiving phone calls is often a primary function for employees working in customer service roles and that interaction can have a significant impact on the customer experience. Done well, it can improve customer loyalty, increase sales, increase efficiency and so on. Done poorly, it can result in missed opportunities for your business,  loss of existing customers or failure to convert new ones, increase costs of rework etc.

The courses below are designed for any phone-based employee. It doesn’t matter whether you have an office team, a customer support team or you identify as a contact centre – the skills for phone-based customer service employees apply regardless.

Click on a course to learn more about it including costs, upcoming dates and private or public training options.

Note: If you have employees that deal with more than just phone calls (e.g. emails, face-to-face etc.) please check out one of the other categories.  If your employees also handle sales as part of their phone work, click here for specialist sales courses >

• The short ‘Essentials’ course is just three hours long and teaches essential customer service skills that will have an immediate impact, with minimal time off-phone time to reduce disruptions to your business.
• The ‘Customer Service Foundations’ course is a great ‘all-rounder’ that includes six hours of customer service and difficult customer/complaints skills training delivered via 2 x 3-hour sessions).
• The ‘PRO’ course is nine hours in total, delivered over 3 x 3-hour sessions, teaching premium phone-based customer service skills, including how to handle difficult customers with more time for role-playing/practice to embed the new skills.
• Customer Service ‘Excellence’ is an eight-hour course delivered over 2 x 4-hour sessions, teaching global best-practice customer service skills.
• We’ve also got a dedicated eight-hour course (delivered over 2 x 4-hour sessions) on ‘How to Manage Difficult Customers course’, which teaches global best-practice skills for handling difficult customer situations – perfect if your employees deal with angry/frustrated customers on a regular basis.

Customer Service for Reception/Administration Employees (Phone/Face-to-Face/Email)

Suitable for employees who work in reception, front desk, front of house, etc, that involves customer service over the phone,  directly with customers in person (i.e. face to face) and email.

Common attendees to our Reception customer service courses include medical practices (doctors’ surgeries, medical clinics, health & beauty clinics, etc.), dental and veterinary receptionists, office/administration employees, warehouse administration, schools and universities (booking/course assistants/front desk etc.), small businesses with a front desk/counter etc.

So whether the existing customer service skills are a little rusty or you’d like to ensure your employees have the skills they need to take your business to the next level, the courses below are suitable for all customer-facing employees where they interact with customers in-person/face-to-face or by phone or email.

• The short ‘Essentials’ course is just three hours long and teaches the core customer service skills to make an immediate impact, with minimal time away from your business.
• The ‘Customer Service Foundations’ course is a great ‘all-rounder’ that includes six hours of customer service and difficult customers skills training (delivered via 2×3-hour sessions)
• The ‘PRO’ course is nine hours in total, delivered over 3 x 3-hour sessions, teaching premium customer service skills with more time to allow for practice/role-playing to embed the new skills.
• We’ve also got a dedicated eight-hour course (delivered over 2 x 4-hour sessions) on ‘How to Manage Difficult Customers course’, which teaches global best-practice skills for handling difficult customer situations – perfect if your employees deal with angry/frustrated customers on a regular basis.

Customer Service for Technical Support / Helpdesk Employees (Phone & Email)

Providing technical support to customers over the phone brings unique challenges as you are often dealing with agitated customers right from the beginning, as well as having to understand the issue and then trying to find the right solution for the customer.

We have three purpose-built courses for employees working in any technical support/help-desk role:

• The short ‘Essentials’ course at just three hours that teaches the essential customer service skills to make an immediate impact, designed for anyone working in a tech support role.
• The ‘Foundations’ course, which includes six hours of customer service/support and managing difficult customers skills training (delivered via 2 x 3-hour sessions).
• The ‘PRO’ course is nine hours of customer service/support skills training, including how to manage difficult customers with more time to role-play/practice and embed the new skills.
• We’ve also got a dedicated eight-hour course (delivered over 2 x 4-hour sessions) on ‘How to Manage Difficult Customers course’, which teaches global best-practice skills for handling difficult customer situations – perfect if your employees deal with angry/frustrated customers on a regular basis.

Customer Service for Retail, Hospitality, Shop/Store Employees 

Working in the Retail/Hospitality industry requires a raft of specialist skills, so we’ve designed some courses specifically for any employee who interacts with customers in a face-to-face/in-person job that involves either customer service or sales (more often than not, it’s both!).

• The short ‘Essentials’ course at just three hours to teach the essential customer service and sales skills that make an immediate impact for anyone working in retail/hospitality.
• The ‘Foundations’ course is six hours (delivered via 2 x 3-hour sessions), that includes the customer service and sales modules, plus skills on how to handle difficult customers.
• The ‘PRO’ course is nine hours of sales and service skills training (delivered via 3 x 3-hour sessions) that teaches premium customer service and sales skills, including how to deal with difficult customers and more time for role-play/practice to embed the new skills.
• If your employees have to deal with difficult customers on a consistent basis, we also have the Managing Difficult Customers course, an eight-hour course (delivered via 2 x 4-hour sessions) teaching global best-practice skills on how to handle difficult situations with customers.

Emails & Live Chat Speciality Courses

Emails are still an effective way to communicate with customers and as there is a record of each interaction, it is often regarded as even more important than phone calls to ensure you provide the right experience for your customers.

Live Chat continues to gather momentum in Australia with many customers preferring to engage via Live Chat as opposed to voice so ensuring your employees have the right skills has never been more important (it’s not the same as the phone!).

Managing Difficult Customers & Situations

Handling difficult customers is a skill that can and must be taught, and with frustration for customers and employees at an all-time high,  equipping your employees with the skills on how to handle difficult customers and situations, taught by industry professionals, has never been more critical!

The courses below all contain at least a module on complaint handling, and if you have employees who deal with angry, frustrated or agitated customers on a regular basis, we have the popular Managing Difficult Customers course delivered live by global expert Daniel Ord.

Workplace Resilience and Wellness

With the rising costs of living placing more pressure on everyone and record unemployment making it hard to find and retain staff, leaving many workplaces short-staffed,  employees are often finding it harder than ever to cope with the everyday pressures of work and home resulting in decreased performance, higher sick leave, increased turnover etc. which is not good for your employees, or your business.

Equipping your employees with the skills to improve their resilience, as well as how to improve their overall health and wellness, will not only improve engagement by actively investing in your employee’s wellbeing, but it will also be good for your business as well.

• Workplace Resilience ‘Essentials’ is a short, 3-hour course to equip your employees with the essential skills to help them improve their resilience in working with customers all day which can be draining for anyone!
• The Workplace Resilience ‘Advanced’ course is a nine-hour course (delivered via 3 x 3-hour sessions) that is specifically designed for any employee/team member with a higher exposure to a high-pressure/fast-paced/challenging workplace.

Click on the courses below to learn more.

The benefits of investing in our customer service training courses

Public and Private Training Options

CX Skills offers two types of customer service training courses:

Public Customer Service Training Courses

The public customer service training courses are perfect if you have small numbers of employees that require training as you only have to purchase one ticket, or you can purchase multiple tickets to train more employees – the flexibility is yours!

The public courses offer numerous benefits including:

• Cost-effective for small numbers of employees.
• The course dates are times are fixed so you can plan ahead to minimise any operational impact.
• Fixed course agenda so you know exactly what is getting delivered and it’s repeatable, so if you send one employee this month, and a different employee another month – they’ll have both received the same great training.
• Employees will get to hear and learn from others on the course, which can expand their knowledge and help them build a professional network.

You’ll find a list of all the upcoming public customer service training courses at the bottom of this page!

Private Customer Service Training Courses

Private customer service training courses mean the training is conducted exclusively for your employees only. This offers the following benefits:

• Flexibility over the date, times and duration of your training so it can fit in perfectly with your operational requirements.
• More cost-effective for larger numbers/groups.
• Able to share/talk about more sensitive/specific examples as part of the training.
• Ability to customise course content (e.g. we can include specific case studies, examples, etc, directly related to your business, or we can add/delete particular modules where applicable).

Learn more about the benefits of a private training course or contact us for a no-obligation chat.

Available Delivery Formats

The majority of our customer service training courses are delivered via three methods:

1.Onsite Training

For those who still want on-site/in-person training, we can provide training directly at your premises.  By training on your premises, we reduce costs and it also saves your employees from having to travel.

We can conduct onsite training anywhere in Australia, including the main capital cities of Melbourne, Sydney, Brisbane, Hobart, Adelaide, Perth, Canberra as well as regional centres.

Depending on the location, additional costs may apply if our trainers need to travel.

2.Online/Virtual Training

All our courses are now delivered live online via ZOOM as virtual training courses. Online customer service training delivers a number of benefits over in-person training, including:

• • Easier to break training into small chunks (e.g. 2 x 4-hour courses or 3 x 3-hour courses) so it can be easier to absorb learning and stay on top of critical work, which is just not practical for onsite training due to the costs.
  • More cost-effective (i.e. cheaper courses!) as there are no travel costs, facility and accommodation costs built into the training course prices.
  • We can use different trainers to deliver specific modules on the same course providing better course outcomes.
  • No impact on training outcomes – our customer review scores have remained the same and the majority of our customers now prefer online over onsite.

3.Self-paced

Most of our training is facilitated live by an instructor, however, we are now starting to offer some of our courses via self-paced modules comprising of videos, workbooks etc that can be completed at a time and date that suits you for the ultimate flexibility.

Common Customer Service Course Types

When it comes to the different types of customer service training, they can be broadly split into these four categories:

1. Customer Service Induction Training

Typically one of the largest costs, induction customer service training is for your new employees and typically compromises a range of different components including:

• Company culture
• Technical Skills (how to use the systems and software)
• Product and Services
• Soft Skills (customer service, sales etc depending on the role)

Depending on the complexity of the role, it’s not uncommon for induction periods to last several months whereas for some customer service employees it can be as short as a few hours!

We offer a range of customer service training courses that can be used as part of your induction program, enabling you to focus on your product, services and systems training.

2. Fundamental Customer Service Skills Training

For employees who are new to customer service, learning the ‘basics’ is an important consideration for a successful outcome. This can include skills such as:

• Getting the greeting right
• How to engage with customers/build rapport
• Empathy
• Active Listening
• Call control
• Upselling and Cross-selling

We have a variety of courses that can ensure your employees are equipped with the right skills that are appropriate for your business.

3. Customer Service Refresher Training

Even if you’ve worked in a role for a long period of time, we all need to fine-tune our skills to ensure we are performing at our best.

If you’re looking for a short course for customer service, whether it’s to keep up with industry best-practic, perhaps formal training was never initially provided and they just ‘learnt on the job’ or you just need to give your employees a boost, the customer service refresher courses are a perfect solution!

Most of our ‘essential’ courses are just 3 hours long, making them efficient and effective in making an immediate improvement to your customer service.

4. Specialist/Niche Training

Sometimes, employees, team leaders or managers just need to hone their skills in a particular component of customer service.

It might be how to handle emails, how to handle objections, how to lead a team, how to coach etc.

So rather than having to invest in an entire ‘generic’ course that covers everything, we have a range of specialist courses that just focus on one particular skill/element.

And if you’ve got lots of customer service employees on the phones or in an office, you may want to look at out contact centre courses.

You don’t need to be running a ‘call centre’ to benefit from these courses! Call Centres are simply a term used when there are a lot of employees working on the phones, so don’t be put off.

Learning how to coach, monitor and lead employees who work on the phone, setting quality standards and so on are just as critical in a small team of admin employees as in a large contact centre.

View the call centre specific training courses >

Customer Service Training Statistics

Recent Customer Service Training Courses Testimonials

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

Some of our recent customers

Hundreds of customers have trusted CX Skills with their training with just a sample below. View all of our customers >

Upcoming Public Customer Service Training Courses

You can purchase tickets to all the upcoming customer service training courses below. Just click on the course to view the exact dates and times and to secure your ticket(s).

Tickets can be purchased with a credit card or you can request an invoice on checkout.

If you’d like to discuss a customised or private course booking, please contact us >