Customer Service Training Courses – delivered by industry experts.
Search all upcoming public customer service courses at the bottom of this page ⬇️
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:
Benefits of Customer Service Training >
Public and Private Training options >
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.
The benefits of investing in our customer service training courses
Typically one of the main reasons businesses invest in customer service training is that it’s going to deliver a better experience for your customers.
That, of course, makes perfect sense as we know delivering a great customer experience is good for business in lots of ways (see the section below) but there are also some other significant benefits for your business when you invest in your customer service employees:
- Less stress – Not having the tools and skills to perform their role is one of the biggest causes of stress in the workplace for employees.
- Happier workers are 12% more productive than neutral ones, while unhappier workers are 10% less productive.
- Happy staff have fewer sick days to a factor of 10X a dissatisfied employee. And they’ll stay longer too.
- Reduced turnover – It costs between 30-50 per cent of an annual salary (e.g. over $25,000 in Australia) to replace one frontline employee.
So not only do your customers and employees benefit from the investment in customer service training, there is a significant Return on Investment for your business as well.
Investing in customer service training courses for your business delivers a range of benefits including:
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.
Customer Service Training Statistics
The equation is pretty simple – a great customer experience results in a more loyal customer who spends more and stays longer.
And employee engagement and retention are also significantly higher which also deliver significant benefits for your business.
Take a look at some of these Customer Experience statistics:
- A customer is 4 times more likely to purchase from a competitor if they are having an issue related to Customer Service – not pricing or products.
- 86% of consumers are likely to repurchase from a brand that offers what they deem as being “excellent customer experience”.
- 73% of buyers point to customer experience as an important factor in purchasing decisions.
- 84% of organisations working to improve CX report an increase in revenue.
So what are customers basing their customer experience on? For the majority of customers, the interaction with your frontline team is the moment of truth.
Put simply, every single interaction your customer service employee handles can make the difference between business success or failure.
So why leave that to chance?
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 >
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!
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 >
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!