Customer Service Training Courses in Sydney & New South Wales

• 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.

• 8Oct2026Customer Service Phone EssentialsThu 8 Oct · 9:30am–12:30pm AEDT · 3 hours · Online via ZoomGive your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Thursday 8 October 2026.$315ex GSTView course
• 8Oct2026Reception Customer Service EssentialsThu 8 Oct · 1:30–4:30pm AEDT · 3 hours · Online via ZoomHelp your front desk make a great first impression on every visitor, call and email in this 3-hour live online course with Simon Blair, on Thursday 8 October 2026.$315ex GSTView 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

Well worth every minute

Review of March 2026 Customer Service Phone Essentials

I was nervous making and taking phone calls. This course has given me clear structure that I can follow not just for phone calls, but for everyday conversation. Simon personalised the content for my situation which only enhanced what I got out of the experience.

He is very knowledgeable and made the whole session fun. I feel much more confident now to be able to handle any phone call. Highly recommend this course and Simon as an instructor.

Kate Farrugia

Engaging, Effective and Practical!

Review of Contact Centre Coaching Pro Course

Simon is an incredible facilitator and presenter, and his knowledge of call centre operations becomes evident almost immediately. The tips, strategies, and practical applications he shares are explained thoughtfully, with clear links to the underlying psychology, which really helps them land. He also creates a genuinely safe space to practise these skills with other participants.

I would recommend this training to any team leader, whether new or experienced. This session has increased my confidence and strengthened my approach to building effective coaching structures and philosophies to better support my team. I can genuinely see myself shifting from ‘manager’ to ‘coach’ after this session by taking a more thoughtful and measured approach to each individual’s needs

Nathan Aninakwah

Team Leader

Legal Aid NSW

Valuable Insights on Collections

Review of December 2025 Collections Foundations

The training session was great . The content was clear, practical and highly relevant to my cold tins role. Simon was very knowledgeable and made the presentation fun and interactive. I enjoyed the role playing , which will assist me in effective communication strategies, negotiation and assist in managing overdue accounts.

Svetlana Angelkoski

Senior Accounts Receivable/Finance Assistant

Newington College

It works!

Review of Inbound Sales Essentials (Private)

Since doing the CX skills session, I am using the training to have more meaningful, impactful conversations and naturally converting and retaining with ease. It has made a huge difference. Thank you!

Ana Mardoquio

Customer Growth Consultant

Petsure

Naturally intergrated into each call

Review of Inbound Sales Essentials (Private)

The course refined the skills we already possessed while equipping us with data-backed tools to enhance our approach. The trainer was highly knowledgeable and adapted his delivery to suit our individual roles, guiding us through practical strategies to shift conversations constructively.

I especially valued that the content moved beyond clichés like “the customer is always right” or “the company is never wrong.”

Instead, it focused on fostering respectful, transparent, and empathetic interactions—emphasising the importance of timing and language. Since completing the training, I’ve noticed a marked improvement in the success of my phone and email communications.

Brooke Campbell

Customer Service Supervisor

PetSure

Great overview of the key metrics and considerations for managing a contact centre.

Review of October 2025 Contact Centre Management Fundamentals

The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.

A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.

Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.

Alison Ballard

Senior Manager, Sales & Service

Princess Cruises

Valuable & Engaging - Highly Recommended!

Review of March 2025 Introduction to Contact Centre Management

After being in a secondment, in a Coordiantor role for the last 8 months, I found this course extremely valuable. Justin was engaging, funny and shared real-life scenarios and situations to help cement the information he was sharing and showcasing how these processes can be applied. I thoroughly enjoyed the course and would recommend to anyone who is new to the industry or looking for upskilling.

Alexandra Thompson

Coordinator Customer Experience Operations

Georges River Council

Fantastic - Highly Recommend!

Review of Customer-Focused Culture Workshop (Private Course)

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!

Marivic Mav Patos

Snr Service Delivery Manager

AC3

Deeply insightful and well structured CX course

Review of July 2024 CX Management Fundamentals course

Highly recommend this CX fundamentals course, was initially apprehensive about spending so many hours online but Daniel Ord is such a gifted trainer and facilitator that he made it super engaging and so practical with real life, tangible case studies sprinkled throughout the course.

I loved learning from fellow course attendees through their various industry sectors but all with the focus of designing and delivering exceptional customer experience regardless of where each one of us sat within our organizations.

Tsumi Smith

Head of Omnichannel Experience

AbbVie

Engaging and informative

Review of Customer-Focused Culture Workshop (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!

Toula Young

Business Project Manager

AC3

What you kind of knew but didn't know you knew!

Review of Customer-Focused Culture Workshop (Private Course)

This training explains exactly *why* good customer experiences are good and how to make them good for your customers. Best of all Simon builds a framework you can use in all your interactions and provides scenario insights that help you make the connection between the framework and how to use it in all the various types of customer interactions you have day-to-day, whatever your role.

E.g., having a clear framework for the Engage step make a huge difference. Once you understand the CX framework Simon teaches, just saying ‘hello’ becomes more purposeful. Having that conscious intent and being focussed on establishing trust when you kick-off that initial meet-and-greet makes a huge difference to the whole meeting.

I will be reviewing Simon’s excellent and simple-to follow CX framework as an essential part of my pre-meeting preparation for – well – just about everything from now on.

Stephen McKay

Solutions Architect

AC3

Excellent course On Customer Service Essentials

Review of Customer-Focused Culture Workshop (Private Course) and Phone Customer Service Essentials (Private Class)

I found this course to be extremely engaging and enjoyable. Simon is a fantastic facilitator, very articulate, charismatic, and knowledgeable.

We learned some wonderful tips on how to engage customers and keep the dialogue succinct, cordial, respectful, and outcome driven.

I would highly recommend this course to anyone considering doing it, and especially if you work in the customer service industry or manage a team that does. AAA+

Derek Milham

Business Analysis and Engagement Manager

AC3

Customer Service Training - Short but Sweet!

Review of Customer-Focused Culture Workshop (Private Course)

Simon provided the perfect balance to deliver an enjoyable but focused message that I think met the needs of our newer staff members as well as our more seasoned staff who live and breathe ‘customer service’.

Having a mixed audience from across our practices for these sessions was a great format, and Simon’s approach was very well received.

I am sure everyone learnt something to take back and hone to improve the service experience for our customers (internal and external), and even our social lives. Thank You Simon!

Greg Riches

Principal Service Delivery Manager

AC3

One of the most awesome sessions I ever had in my overall career!

Review of Customer-Focused Culture Workshop (Private Course)

It was an awesome session with lots of real time examples to better relate to the content and truly embed what has been taught.

I was able to enjoy the whole 3 hour session without getting bored once! The trainer (Simon) knew how to conduct his content in such an interactive manner and so much involved and connected to each of the trainees.

Neha

Digital Workplace Engineer

AC3

Amazing!

Review of Customer-Focused Culture Workshop (Private Course)

Highly recommended! Simon taught skills you probably use every day but brought format and structure to it.

Makes you highly aware of how we form conversations and steer them in a direction where you get results.

Simon was very engaging and fun during the session, and I could take value from it and further apply it to everyday interactions.

Louis Styles

Network and Security Operations Specialist

AC3

Wonderful course !!

Review of February 2024 Contact Centre Management Fundamentals

This course was so informative and insightful. It was brilliantly delivered and should be mandatory for anyone working in management in a contact centre.

There were so many practical take aways that we have already started implementing (before the course even finished). I could not recommend this highly enough.

And Daniel kept us interested and engaged the whole time. Thanks so much!

Anita Mustac

CEO

Dokotela

Do the Quality Assurance for Contact Centres course to reinvigorate your QA program!

Review of April 2023 Quality Framework for Contact Centres

I highly recommend the ‘Quality Assurance for Contact Centres’ course with Daniel Ord, as it is extremely beneficial, informative and educational for anyone involved in monitoring or coaching. Daniel offers up-to-date ‘best practice’ methods to efficiently run a QA program, as well as providing you with the tools to analyse and examine your existing QA program.

I entered this course with an open mind and left this course with pages of new ideas and concepts to improve our existing QA program. The pace of this course worked well as it wasn’t rushed and gave us valuable time to share our thoughts, ideas and compare our current processes with other participants.

I’m looking forward to attending another course with Daniel as his energy and enthusiasm with this subject made this a really enjoyable course.

Prudence Selmeci Cooke

National Customer Experience Manager

Tyremax Pty Ltd

Made me excited about my least favourite responsibility in my role at work

Review of February 2023 Managing Difficult Customers

Dan was so friendly, informative, knowledgeable and engaging as an instructor and very funny to boot. He made a scary and daunting part of my role at work interesting & funny.

I’m excited to put his suggested approaches into action and see what kind of results I get with customers. And I have a heightened enthusiasm for trying to help our customers as best I can.

Very appreciative that my employer enrolled me in the course and would love the opportunity to do another and maybe even get to meet Dan in person!

Cannot recommend this course any more highly for any professionals who deal with customers.

Heather Kitching

Administrative & Support Specialist

Solar Depot

I was prepared very well for the CCXP exam!

Review of February 2022 Customer Experience Management Training

I leave this review without hesitation – Daniel’s engaging and open approach to training delivery left me both energized and motivated following the week-long CCXP exam preparation course. Daniel was very supportive post-course in helping me apply to sit the CCXP exam, and to ensure I was prepared going into it. The exam was challenging, but with Daniel’s support I was able to achieve my CCXP certification in January 2023. Thank you to Daniel and the team!

Kevin Perry

Director - Data & Personalization

IVE Group

Outstanding Course! Highly Recommended for any Contact Centre Manager

Review of Contact Centre Management Fundamentals (March 2022)

Excellent course with a well thought and useful material that can be put into practice immediately.

Definitely will help to solve a lot of common challenges any CCM experiences. Many CCMs get their knowledge through experience and passed from their leaders, however this course certain helps to complete the knowledge gaps and also challenge some of the way you were taught. Thanks to Dan and Marcus.

Kristina Pushik

Contact Centre Manager

Bingo Industries

Amazing course!

The course itself was broken down into three sections, with each section covering what you would experience daily working within customer service, then it was further broken down and explained in more depth. Within each section, I took away multiple points that I would find myself using each day. One extremely interesting key point I took away from the ‘Difficult Situations’ section was how customers react and respond to each situation.

Dan (the instructor) broke this down into 3 states of response, ‘The Parent’ ‘The Adult’ and ‘The Child’, depending on the situation you are faced depends how a customer will choose their response. My job in this is to ensure I remain on the ‘Adult’ response, no matter how a customer reacts, whether it be a childish manner or a parental and controlling matter. Although it is quite hard to put a finger on one key point as I have 4 pages worth of notes and will most definitely be referring to the course guide!

The whole course resonated with me but something I found stood out was the ‘How to Say No and the Six Solution Types’ section. This was my main reason for participating in the course and I found it challenging but useful. They covered both how to say no but also how to say yes after saying a no, all to ensure the customer leaves feeling satisfied even if they didn’t get the answer they initially desired. We touched on a few topics within this section but the psychology behind it was fascinating and learning how to restructure your sentences and wording to create a scenario where the customer feels satisfied will be something I will apply a lot more to my work.

Although I only touched on a few topics that resonated with me, I can confirm that it was well worth it and an experience like no other course. Dan was intriguing and kept everyone engaged by using multiple learning types and you could see everyone enjoyed themselves. He had my full attention, and I was more than happy to participate in the activities and give my opinion/point of view.

I think this course was unique and the way it was structured was amazing, I think we would benefit from keeping the CX Courses on speed dial anytime we need to upskill as it was engaging and easy to follow, and even though it was in a group setting I felt I experienced it individually and learnt a lot of valuable information.

Zoe

Customer Service Representative

Holiday Trading & Co

Invaluable Information!

Thank you to Daniel, Marcus and Justin for this presentation, though we think we know a fair amount of “what customers want” and “how customers like to be treated” and “how to speak in an email or over the phone”, it’s always a good lesson to hear how others would present and solve a customer complaint.

The presentation was extremely valuable and gets the juices flowing and really makes you think before responding to emails.

Victoria Scobie

Customer Relations Executive

Viking Cruises

Putting the CXy in Customer Experience!

Review of September 2021 Customer Experience Management Fundamentals

I’m new to the world of CX and now have a house for me to keep my acquired learnings! I felt like I had some basic Ikea furniture in my house before, but the course has given me the appetite and courage to go for more artisan pieces.

Who knows? Maybe Wedgewood is in the horizon! Both Daniel and Marcus are such engaging presenters and so knowledgeable. Highly recommended!

Cindy Chan

Executive Manager Market Strategy and Business Insights

NBN Co

Really enjoyable and engaging CX course!

Review of April 2021 Customer Experience Management Fundamentals

I really enjoyed the CX Management course run by Daniel Ord & facilitated by Justin Tippett. It was done over Zoom and separated into 4 x 4-hour sessions which felt just right in terms of length. Daniel’s a great trainer and the course helped prepare me for the CCXP exam. It’s also provided a more holistic understanding of Customer Experience, increasing my confidence in this space so I’d highly recommend.

Richard Korn

Executive Director - Customer Experience

Ipsos

Game Changer!

Review of March 2021 Quality Assurance Frameworks for Contact Centres

Game-changing training and insight. Highly recommend this CX Skills training program with Daniel Ord.

Lee Siefken

Viking Cruises

Great content and trainer!

Review of Inbound Sales Professional (Private Course)

The training provided manages to take complex sales strategies and make them easy to understand and implement 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 expanded 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.

Chris Remnant

Team Leader

Viking Cruises

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