Customer Service Training Courses in Melbourne & Victoria

• Live with an expert trainerReal-time practice and coaching, not a recording.
• Certificate of completionA digital certificate for everyone who completes the course.
• Templates to keepTake-away templates and reference materials to use back at work.
• ACXPA members save 25%Member pricing on every public course.

• 13Oct2026CX Management FundamentalsTue 13, Wed 14, Thu 15 and Fri 16 Oct · 12:30–5:30pm AEDT · 4 × 5 hours · Online via ZoomThe October 2026 CX Management Fundamentals course: 4 x 5-hour live online sessions with global CX expert Daniel Ord, covering the five CCXP® competencies. Rated 4.9/5.$1,997ex GSTView course
• 21Oct2026Real-Time WFM for Contact Centre AnalystsWed 21 Oct · 9:00am–5:00pm AEDT · 1 day · Online via ZoomThe October 2026 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.$697ex GSTView course
• 27Oct2026Phone Customer Service FoundationsTue 27 and Wed 28 Oct · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomGive your team a proven structure for every call, plus the confidence to handle difficult customers, in this 2 × 3-hour live online course with Simon Blair, Tuesday 27 and Wednesday 28 October 2026.$485ex GSTView course
• 27Oct2026People Leadership for Call Centre Team LeadersTue 27 and Wed 28 Oct · 12:30–5:00pm AEDT · 2 × 4.5 hours · Online via ZoomThe October 2026 People Leadership for Call Centre Team Leaders course: 2 × 4.5-hour live online sessions with global expert Daniel Ord on the Team Leader role, engagement and the conversations that lift performance.$897ex GSTView course
• 29Oct2026Public Sector EssentialsThu 29 Oct · 9:30am–12:30pm AEDT · 3 hours · Online via ZoomGive council, department and agency staff a clear framework for every phone enquiry in this 3-hour live online course with Simon Blair, on Thursday 29 October 2026.$335ex GSTView course
• 10Nov2026Reception FoundationsTue 10 and Wed 11 Nov · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomLift reception and front desk service across face-to-face, phone and email in this 2 × 3-hour live online course with Simon Blair, Tuesday 10 and Wednesday 11 November 2026.$485ex GSTView course

We’ll be adding new course dates soon. Can’t wait? Talk to us about a private course.

Informative, Clear, and 100% Recommended!

Review of Introduction to Contact Centre Management (Private Class)

Justin was confident, to the point, and full of very useful information and insight. The way his training session was presented was very easy to understand and validated a lot of thoughts I originally had about contact centre management. Could not recommend it more, and I look forward to any further sessions I have.

Zakk Berryman

Customer Service Team Leader

Aussie Broadband

Engaging trainer full of knowledge

Review of Contact Centre Management Fundamentals (Private Class)

I found the training insightful. I’ve been in contact centre environment for nearly 10 years and wished I’d had this training 10 years ago. Daniel was very engaging with everyone.

I like how Daniel broke it down into more focus sections, which then led onto the next section. I took multiple things out of each day of training. Would highly recommend this course for any contact centre leader.

Ash Van Zuyden

Team Manager, Residential Customer Service

Aussie Broadband

A 'must do' experience for anyone managing a Contact Centre

Review of Contact Centre Management Fundamentals (Private Class)

Daniel covered a range of essential topics that have fundamentally changed the way that I think about performance, and measuring performance, in my Contact Centre.

Having participated in this course with several managers from our contact centre, it has also been incredibly powerful for our team to be aligned and have a shared understanding of these concepts.

I am certain this course has prepared us to drive meaningful and valuable uplift for our teams, that will also positively impact our customers too. Thanks to Daniel for this fantastic course, and will be absolutely recommending to anyone in a similar position.

Hayley Adams

Senior Manager, Residential Customer Service

Aussie Broadband

Exceptional Training That Is Practical, Clear and Highly Valuable

Review of Introduction to Contact Centre Management (Private Class)

This is honestly one of the best training programs I have ever attended. The training was extremely knowledgeable, practical, and directly relevant to what we do on a daily basis in customer service and contact centre operations.

Everything was explained so clearly and in a way that was very easy to understand. Justin is great, I had a pleasure to even meet him before his training for hours which was great for my experience. Hope to do many more sessions like this one but only with Justin!

Gurshobh Sikka

Team Leader

Aussie Broadband

Fantastic - 5 stars

I really enjoyed the environment Justin created for us. He placed us in a group that embraced a straightforward, no-nonsense approach while providing a clear overview of where we currently stand as a department. This allowed us to remain open-minded and focus on the structures and processes we want to develop moving forward. I believe our leadership group will continue to learn and grow over time with his guidance. I would highly recommend this program to anyone experiencing leadership challenges within their business.

Nicholas Ellul

Residential Customer Service Team Leader - Recruiting & Onboarding

Aussie Broadband

Insightful, clear and totally worth doing if you want to really understand the science of contact centres!

Review of Contact Centre Management Fundamentals (Private Class)

I really enjoyed the information provided, it was valuable in learning something new and refreshing some knowledge I had before that must have fallen behind the filing cabinet of life along the way.

Every element is clearly explained, lots of discussion and great stories along the way to bring it all together. If you have been working in call centres for a long time, or this is your first rodeo in the contact centre world – this is a must do course for any leader who wants to really understand the science and be more effective.

Brandon Davis

General Manager, Residential Customer Service

Aussie Broadband

One of the best!

Review of Managing Difficult Customers (Private class)

I’ve attended a lot of CX and Customer Service Training throughout my career and I can say hands-down that Daniel is an exceptional facilitator. He has a natural ability to draw insights and experiences out of participants rather than simply presenting content. This approach creates genuine buy-in and ensures the discussions are relevant to our contact centre and the challenges our teams face every day.

He consistently reinforces the importance of maintaining a positive mindset and not being drawn into a customer’s negativity, while still demonstrating empathy and professionalism. These messages were woven naturally throughout the course and resonated strongly with the team.

Despite delivering the training online, Daniel kept participants highly engaged throughout. His energy, authenticity, and interactive facilitation style made it easy for everyone to contribute, which is no small achievement in a virtual environment.

Daniel is approachable, knowledgeable, and an excellent communicator. He creates a psychologically safe learning environment where people feel comfortable asking questions, sharing experiences, and challenging their own thinking. He also takes time to praise the conversations taking place and notes when people are hitting the mark which creates enthusiasm and excitement in his participants. He adapts seamlessly to the needs of the group, provides practical and relevant examples, and strikes the perfect balance between theory and real-world application.

I would highly recommend Daniel to any organisation looking to build customer service capability through engaging, practical, and memorable training.

Verity Peterson

Head of Customer Service Support & Excellence

City of Casey

Suitable for All Call Centre Leadership Roles

Review of June 2026 People Leadership for Call Centre Team Leaders

Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.

Clarence Vigo

The Human Touch!

Review of Managing Difficult Customers (Private class)

In a world where customer service increasingly handles complex and often frustrating issues left behind by automated systems, Daniel and his team provide a wide range of practical tools that bring a much-needed human touch to customer interactions.

Camelia Dragomir

Customer Service Officer

City of Casey

Informative, effective and well structured

Review of Coaching PRO (Private course)

I learned about the structure and techniques behind effective coaching, found the session highly valuable and insightful, and would strongly recommend it to anyone who leads a team. Great session Simon!

Alex Smirnakos

National Member Services Team Coordinator

The Royal Australian College of General Practitioners (RACGP)

Passion oozes and learning is fun

Review of April 2026 CX Management Fundamentals course

It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!

Melissa Thompson

Manager Customer Support

Whitehorse City Council

Top Tier!

This course was helpful in breaking down how to build a quality contact centre QA framework, and has challenged my thinking of what we had already established. I particularly found the segment around the Service Vision was the most interesting for me.

Daniel was an amazing facilitator, making the space feel safe to contribute thoughts and ideas.

Chris Nugent

Performance Analyst

REA Group

Engaging and Fun

Review of Phone Customer Service Foundations (Private Course)

Simon demonstrated his vast experience with a very informative, engaging and entertaining program. Came away with immediate skills to manage consumers. I found it extremely helpful. Thank you, Simon. Hope the roast turned out ok!

Amanda Aylward

Health information officer

Kidney Health Australia

Great Training for Tech Support Professionals

Review of July 2025 Tech Support PRO

This training was a great experience. It helped me understand how to support end users effectively and respond professionally. The trainer was clear, engaging, and focused on real-world scenarios. I now feel more confident in handling tech support tasks and communicating with customers. Highly recommend for anyone starting or improving in IT support.

Prabin Yadav

IT Applications & Systems Administrator

Daniel's Donuts

The Training Really Works!

Review of March 2025 Customer Service Phone Essentials

I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.

I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.

After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.

Eunbhin Park

Accountant/Admin

CFT International

Valuable Experience That Changed Our Mindset!

Review of Phone Customer Service Foundations (Private Course)

The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.

It’s been a valuable experience that has already changed our mindset on the way we approach customer service.

Highly recommended!

Brooke Castellas

Customer Service Manager

Bulla Dairy Foods

A great course

Review of Managing Difficult Customers (Private class)

Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!

Saul Fanarof

Customer Support Specialist

REA Group

Friendly, Insightful, Professional

Review of Managing Difficult Customers (Private class)

Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.

You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.

Sabrina Mann

Customer Support Consultant

REA Group

Highly Recommend for any Contact Centre Leader

Review of How to CREATE Amazing Call Centre Team Leaders (private course)

I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.

I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.

Michelle Langley

Head of Support

REA Group

Great course!

Review of How to Develop Effective Team Leaders (Private course)

I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.

We had a smaller group session and it was the perfect way to absorb all the learnings.

Stephanie Petridis

Senior Customer Support Manager

REA Group

Exceeded My Expectations!

Review of Customer Service Professionals (Private Class)

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.

Bijal Bhatt

Customer Support Specialist

REA Group

Very interesting & engaging!

Review of May 2024 Introduction to Customer Experience

Daniel is a passionate and very knowledgeable CX expert who was very engaging throughout the whole course. Relevant course content and thought-provoking activities to learn through discussion. Definitely recommend this training!

Krysten F

Training & Quality Officer

Moonee Valley City Council

Impacting session with great takeaways and practical toolkits to lay the CX foundation in the company

Review of Customer Service Professionals (Private Class)

We took part in a private Inbound Sales Phone Professional course which was tailored specifically to our need.

The course was practical and well structured. The simulation sessions and tools discussed personally helped me and our team to further build confidence when dealing with customers.

I must mention that Simon Blair (the trainer) is well experienced, focused, and flexible. His liveness drew high attention and participation during the full day session. Among many valuable take aways, the five core competencies and specific behaviours taught to us were highly commendable.

Thanks to Simon, Justin and to everyone at CX skills for your professionalism and friendly manner. Best wishes!

Udara Karunatillake

Manager Finance & Operations

Fleximake Pty Ltd

Practical, efficient and relevant CX stategies

Review of January 2024 Customer Service Phone Professionals

The course (over 3 days) was brilliant! Very engaging workshop. Tailored content.

Efficient and practical strategies that can be implemented immediately in my role and personal situations.

Definitely recommended.

Clarence Vigo

Customer Service Officer

Moonee Valley City Council

Highly recommend!

Review of January 2024 Managing Difficult Customers

My Team Leads and I got so much practical knowledge out of this course that we can take back to our team.

It really made us rethink the way in which we communicate with our customers and how we can make some small adjustments that can make a big difference.

The course is very interactive and engaging – Daniel is a great trainer and I loved his energy.

Michelle Langley

Head of Support

REA Group

Fantastic and Informative!

Review of January 2024 Managing Difficult Customers

Thank you Daniel for an incredible course. The content was fantastic and really informative.

I got so much value from everything you spoke about and the techniques we can all use to enhance the customer’s experience.

I loved how engaging you were and it made the two days of training fun and enlightening.

I know my team and I will be able to utilise much of the learning you provided to ensure our team manages our interactions in a better way!

Georgette Oakley

Senior Customer Support Consultant

REA Group

Excellent Training Session that Exceeded Expectations!

Review of Customer Service Professionals (Private Class)

I appreciate Simon’s dedication to delivering a high-quality session, and it’s evident that he is passionate about what he does!

The content was presented clearly and understandably.

The training not only met but exceeded my expectations, and I left with valuable insights and knowledge.

I highly recommend Simon to anyone seeking a top-notch training experience. Thank you, Simon, for your excellent guidance and expertise!

Suzie Dabarera

Accounts/Quality Coordinator

Fleximake Pty Ltd

Informative and enjoyable!

Review of August 23 Customer Service Phone Professionals

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!

Angela Cavallaro

Customer Service Support Officer

Premium Health

The Perfect Contact Centre Management Course

Review of Contact Centre Management Fundamentals (September 2022 class)

Daniel was a fantastic, energetic and engaging presenter. This course starts at the beginning and provides a great foundation for what you need to manage a successful contact centre.

The course is excellent at identifying key metrics to measure performance and more importantly what metrics should never be targeted. As a newcomer to the CCM game, I learnt a lot and can’t wait to put it into practice. Highly recommend.

Jennifer Caulfield

Head of Clinic Operations and Service Improvement

Australian College of Optometry

Very Informative

Review of Contact Centre Management Fundamentals (September 2022 class)

Coming into this course I had no idea what factors were involved in a contact centre, as this is a new role for me and the company, but now I feel confident to take what I have learnt and build on what we need to make our contact centre a success.

Thank you to Daniel on keeping us focused and making the experience fun and very informative.

Danielle Raiti

Contact Centre Manager

Australian College of Optometry

See all testimonials →