Live online · onsite · self-paced

Customer Service Training Courses

Q: Do you run public customer service training courses with fixed dates?

Yes. We schedule live online customer service courses throughout the year. They’re ideal for individuals or small teams. You can check upcoming course dates on each course page.

Q: Can you customise a customer service course for our team?

Absolutely. Private customer service training can be tailored to your scenarios, systems and KPIs, and delivered live online or onsite. Content, examples and practice tasks are aligned to your environment.

Q: What’s the typical length of a customer service training course?

Our most popular customer service training formats are: Essentials: 1 × 3-hour session Foundations: 2 × 3-hour sessions PRO: 3 × 3-hour sessions We also deliver half-day or full-day onsite workshops, or tailor a program to suit your schedule.

Q: Do participants receive a certificate?

Yes. Everyone who completes our customer service training receives a digital certificate of completion.

Q: Do you offer self-paced customer service courses?

Yes. We have a library of self-paced customer service training covering all facets of service. See our self-paced training options.

Give your team the confidence to handle every customer conversation, on the phone, face to face, by email and chat.

Practical, instructor-led training delivered live online across Australia, New Zealand and the Asia Pacific, or onsite at your workplace.

See upcoming dates Train your whole team

4.9/5 from 374 verified reviews Google5.0 from 39 reviews

ACXPA certified courses
Certificate included
Self-paced from $9.15 per person a month

Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained

Choose your course

What does your team need to get better at?

Nine courses, each focused on one channel or situation. Most run as a public course or privately for your team.

Phone customer service

Clear, confident phone skills that reduce repeat contacts and lift CSAT: Essentials, Foundations and PRO, or Mastering Great Phone Conversations with Daniel Ord.

PublicPrivateOnsiteLive onlineView courses and modules

Reception & front desk

Phone and face-to-face interactions for admin and front-of-house teams. Confidence, clarity and warmth.

PublicPrivateOnsiteLive onlineView courses and modules

Help desk & technical support

For IT, HR and any support line: structure every call, explain without jargon and keep callers calm while you solve the problem.

PublicPrivateOnsiteLive onlineView courses and modules

Frontline (in-person)

Face-to-face service skills for retail, hospitality and service counters. Premium first impressions with consistent follow-through.

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Email customer service

Write clear, human emails that resolve issues first time. Includes structure, tone and QA standards.

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Live chat customer service

Fast, human chat conversations that solve problems without copy-paste robot vibes. SLA-friendly workflows.

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Managing difficult customers

De-escalation language, boundaries and recovery skills for heated situations. Protect your people and brand.

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Customer-focused culture

Company-wide mindset and behaviours for consistent customer service. Suitable for any department.

PrivateOnsiteLive onlineView courses and modules

Public sector customer service

Purpose-built for councils, departments and agencies. Phone, email and face-to-face service that stands up to scrutiny.

PrivateOnsiteLive onlineView courses and modules

Course formats

Most courses come in three formats, live online or onsite. We can also tailor a program to suit your schedule.

Essentials1 × 3-hour session
Foundations2 × 3-hour sessionsor a half day onsite
PRO3 × 3-hour sessionsor a full day onsite

Not sure which course fits? Ask for a recommendation

Getting sign-off?

Everything your manager needs, in one PDF

Download a three-page course guide that compares Essentials, Foundations and PRO, shows each focus area and Daniel Ord’s specialist courses, and lists prices and options, ready to forward or attach to an approval.

Download the course guide Talk to us

Upcoming live public courses

Book tickets for one person or a few

Live online via Zoom. Pay by card or request an invoice. Places are limited.

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.

Times shown in Melbourne time (AEST/AEDT).

Public or private

Two ways to train live

Both are fully instructor-led and focused on practical skills your team can apply immediately.

Public course

Join a scheduled class with people from other organisations.

Book one employee or the whole team
Fixed dates that are easy to plan around
Live online
$315–$747 per person (course dependent)

See upcoming dates

Private course

Your team only, tailored to your organisation’s challenges and goals.

Dates and times that suit you
Live online or onsite at your workplace
Content customised to your business
Minimum 5 participants; usually more cost-effective for groups of 6+

Talk to us about your team

ACXPA certified

Want your team trained to the standard great service is judged on?

CX Skills is the official training partner of ACXPA, which sets the ACXPA Global Contact Centre CX Standards used to assess customer service calls and publishes the Australian Call Centre Rankings.

Our phone, reception, technical support, frontline and public sector courses are ACXPA certified, and built on the same standards.

ACXPA certified phone, reception, technical support, frontline and public sector courses
Free for any business: a five-minute Customer Service Pulse Check
ACXPA members save 25% on every live public course

Try the free Pulse Check Explore the Standards

ACXPA membership

Want 25% off every live course, plus the tools to deliver great service every day?

ACXPA membership is a practitioner-built, vendor-neutral toolkit for anyone who looks after customers, on the phone, at the front desk or face to face, and you don’t need to book a course to use it.

Members get self-paced courses on phone skills, difficult customers and complaints, a Customer Service Health Check, a complaints framework your whole team can follow, and live access to experienced practitioners every fortnight.

17self-paced courses with certificates
65+tools, templates and resources
50+hours of live expert access a year
25%off CX Skills live public courses

Self-paced · any time

Sharpen your skills, any time

Self-paced courses on phone skills, service excellence, difficult customers and complaints, each with a workbook, quiz and certificate.

Plus one-minute refreshers that work well in a team huddle.

Find out more Customer Service Hub

See where your service stands

The Customer Service Health Check rates your business across 17 dimensions of customer service, weighted to the channels your customers use.

Members get the full 102-question diagnostic with a prioritised action plan.

Find out more

Every fortnight

Live expert access

A relaxed, off-the-record Open Mic on Zoom every second Tuesday with ACXPA’s founder and CEO.

Plus monthly CX and Call Centre Roundtables, kept in a searchable library.

Open Mic Call Centre Roundtables

Plus member tools for every customer-facing team

A complaints framework that works

The 7-Step Complaints Handling Framework, staff cheat sheets and logging tools.

Onboard new starters faster

Induction checklists so every new team member learns your service standards from day one.

480 Customer Response Templates

Written replies your team can adapt, included with Business Membership.

An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.

Every member gets 25% off CX Skills live public courses: five people on one $485 Foundations course save $606.25, more than a Business Membership costs.

See membership options Explore ACXPA resources

Self-paced online

Self-paced customer service courses

On-demand customer service training that fits any size team and budget

Our most cost-effective way to roll out customer service skills training at scale. Give every team member access to practical, real-world content without paying for another full workshop every time you add a new hire.

Low-cost per person
Reuse for new starters
No travel or venue costs

From

$9.15

per person a month, ex GST

On the 100-user plan. Individual access is $30 a month.

Explore self-paced courses

Pay monthly · No contracts · Cancel anytime

What’s included

Short, focused lessons of about 10 minutes, so staff can learn between calls or shifts
Practical skills, not theory: real workplace scenarios across customer service, leadership, conflict, wellbeing, AI and more
Workbooks, quizzes and certificates to reinforce learning and prove completion
400+ and growing library for frontline, complaints, support and back-office teams
Always-on access from any device, so refresher training doesn’t need extra budget

Best suited for

Teams that onboard new staff regularly
Multi-site or hybrid workforces
Organisations wanting a consistent service baseline

Why CX Skills

Why choose CX Skills?

Our instructors bring real contact centre and CX experience, so your team learns strategies that actually work. Whether you need live online courses, onsite workshops or a tailored program, we’ve got you covered.

Industry-leading trainers

Programs delivered by seasoned professionals with decades in customer service and contact operations.

Proven frameworks

Practical tools and coached practice that translate to immediate, measurable results.

Flexible delivery

Public dates for individuals, private workshops for teams, and self-paced options.

Official partner

Exclusive training partner of the Australian Customer Experience Professionals Association (ACXPA).

Trusted by leading brands

From small business to enterprise and the public sector.

Practical & engaging

Interactive sessions with real scenarios, live coaching and take-away templates your team can use immediately.

Why it matters

Great service lifts loyalty, revenue and engagement

86%of consumers are more likely to repurchase from brands with excellent service

84%of organisations that improve customer experience see increased revenue

4×more likely to switch because of poor service than price or product

$25k+can be the cost of replacing one frontline hire in Australia

View more customer service & CX statistics

Reviews

Rated 4.9/5 by people who’ve done the training

Recent reviews from our customer service courses. Different industries, different roles, the same impact.

4.9

374 verified reviews across all CX Skills courses

Read every review

4.9

Customer service training courses · 136 reviews

5.0

On Google · 39 reviews
Independently verified

Review of Managing Difficult Customers (Private class)

The Human Touch!

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

Review of May 2026 Public Sector Foundations

Very Enjoyable, Practical and Engaging!

This training provided valuable insights into essential customer service requirements, including understanding customer needs, effective communication techniques, and the importance of pausing and setting clear expectations. I particularly found the four-step engagement approach (Welcome, Intent, Name, Bridge) very useful, as it provides a structured and practical way to interact with customers both over the phone and at the front counter.

I enjoyed the way the training was delivered by Simon Blair. His approach was clear, engaging, and easy to follow, supported by helpful slides that reinforced key points. Simon also explained the reasoning behind each concept, which made the content more meaningful and easier to apply in the workplace.

Overall, I found this training highly valuable and would recommend it to others. It provides practical tools and techniques that can improve customer interactions and build confidence when dealing with a variety of customer situations.

Skye Dangerfield

Customer Contact Officer

Western Downs Regional Council

Review of Customer Service Professionals (Private Class)

Real Customer Experience!

The training built my understanding on how to properly engage and interact with customers. During these 3 days of training, I built valuable communication skills. The trainer (Simon) allowed us to interact and perform scenarios to further understand what was taught. I would definitely recommend this training course to anyone who is willing to better their communication skills.

Xennia August

Customer Service Agent

Bank South Pacific

Review of Phone Customer Service Foundations (Private Course)

No more robot interactions

I basically learnt the proper structure of call handling, personalising conversations with customers instead of speaking like a robot and important key behaviors to incorporate within the conversation, from the start, throughout till the end to guarantee customer satisfaction.

Very detailed, simplified and interactive training which was thoroughly enjoyed!

Deidre Pala

Contact Center Agent

BSP

Review of March 2026 Reception Customer Service Foundations

Worthwhile training that builds confidence and enhances communication skills

The training course was very informative, well organised and well-paced. The facilitator (Simon) was experienced and explained the concepts clearly. I found it beneficial and would highly recommend it to others looking to build skills in this area. Thank you!

Katerina Cassimatis

Receptionist

Inland Rail

Review of March 2026 Customer Service Phone Essentials

Well worth every minute

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

Review of Phone Customer Service Foundations (Private Course)

Engaging and Fun

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

Review of Phone Customer Service PRO Course

Excellent, strongly recommended!

The training was quite interesting and educational, and with the help of our trainer, Simon Blair, I learnt a lot about how to talk to customers on the phone and expand our expertise. Simon has not only made the training more entertaining but also pleasurable by using interactive role plays to help participants better comprehend the program’s concept, so I would strongly recommend him for the upcoming session. Excellent work, Simon!

Kaisa Sego

Customer Service Agent

BSP Financial Group Limited

Review of July 2025 Tech Support PRO

Great Training for Tech Support Professionals

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

Review of April 2025 Customer Service Reception PRO

Great course - Informative and Enjoyable!

Thank you Simon for a great course. I not only learnt information about the psychological ways and behaviors of customers via phone/in person but also some dating tips too! We got to do role play of scenarios to understand and practice what it’s like to handle customers in various ways which was a great way for us to interact and be a part of the course. Very informative and especially enjoyed understanding the science behind our brain and how we process our emotions and logical side. e.g. amygdala part of the brain.

Birdee Sideris

Receptionist

CMI Safe Co

Review of April 2025 Customer Service Reception PRO

Incredibly Valuable!

I highly recommend this course to anyone looking to improve themselves. It has been an incredibly valuable experience for me. Not only did it help me build my confidence, but the way Simon presented the material was excellent.

Bagdad Muthana

Receptionist

MKT Taxation Advisors

Review of March 2025 Customer Service Phone Essentials

The Training Really Works!

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

Review of Phone Customer Service Foundations (Private Course)

Valuable Experience That Changed Our Mindset!

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

Review of February 2024 Customer Service Phone Essentials

Absolutely Recommended!

Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.

I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.

Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.

Book your staff into this amazing course.

Deborah Caudle

Customer Service

Reliable Roofing

Review of Managing Difficult Customers (Private class)

A great course

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

Review of Managing Difficult Customers (Private class)

This training session was awesome!

Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus

Sonja Suaning

Customer Support Senior

Realestate.com.au

Review of Managing Difficult Customers (Private class)

Friendly, Insightful, Professional

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

Review of Customer Service Professionals (Private Class)

Engaging and informative training sessions

We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!

Michael Chen

CX & Digital Manager

Sealy of Australia

Review of Customer-Focused Culture Workshop (Private Course)

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!

Marivic Mav Patos

Snr Service Delivery Manager

AC3

Review of Customer Service Professionals (Private Class)

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.

Bijal Bhatt

Customer Support Specialist

REA Group

View all testimonials

FAQs

Customer service training questions

Delivery options, pricing, certificates and who the training suits.

Still have questions? Get in touch

Do you run public customer service training courses with fixed dates?

Yes. We schedule live online customer service courses throughout the year. They’re ideal for individuals or small teams. You can check upcoming course dates on each course page.

Can you customise a customer service course for our team?

Absolutely. Private customer service training can be tailored to your scenarios, systems and KPIs, and delivered live online or onsite. Content, examples and practice tasks are aligned to your environment.

What’s the typical length of a customer service training course?

Our most popular customer service training formats are:

Essentials: 1 × 3-hour session
Foundations: 2 × 3-hour sessions
PRO: 3 × 3-hour sessions

We also deliver half-day or full-day onsite workshops, or tailor a program to suit your schedule.

Do participants receive a certificate?

Yes. Everyone who completes our customer service training receives a digital certificate of completion.

Is the training recorded?

Public courses are not recorded to protect participant privacy. For private programs, we can discuss recording options for internal use if required.

What are the minimum and maximum group sizes?

Private courses generally run with 4–16 people per cohort for best interaction. Larger teams can be split into multiple groups. For public courses, you can purchase as little as one ticket.

Do you offer self-paced customer service courses?

Yes. We have a library of self-paced customer service training covering all facets of service. See our self-paced training options.

How do we pay — invoice or credit card?

Both. Public courses can be booked instantly by card, or you can request an invoice. Private training is invoiced with agreed dates and scope.

Will the training suit government and regulated industries?

Yes. We regularly train councils, government departments and regulated industries. Examples and casework can be aligned to policy, compliance and accessibility requirements.

Do you provide post-training resources or follow-up?

Yes. Participants receive templates and reference materials. For private programs, we can include follow-up coaching or QA calibration sessions on request.

How much do customer service training courses cost in Australia?

Public course tickets typically range from $315 to $747 per person. Private training is quoted per team and is usually more cost-effective for groups of 6+. See upcoming public courses or our private training options.

What skills are covered in customer service training?

Core skills include professional communication, empathy, de-escalation, call, email and live chat structure, setting expectations, ownership language, and recovery techniques. Role-specific programs include phone training, email training, live chat training, reception/front desk training, technical support training and more.

Do you offer online customer service training for remote teams?

Yes. All programs are available live online with interactive practice and coaching. If you need an on-demand option, see our self-paced courses.

Can you run onsite customer service training across Australia?

Yes. We deliver onsite private workshops nationwide, including metro and regional locations. Content is tailored to your systems, policies and scenarios. Start here: private training options.

Is the training accredited or aligned to standards?

Our courses are industry-recognised and aligned with the standards ACXPA uses to assess customer service. We don’t offer nationally accredited qualifications, as they can be too rigid and generic. Instead, our focus is on practical frameworks and coaching that deliver measurable results. See why we don’t offer accredited customer service training.

Which industries is customer service training suitable for?

Suitable for government, healthcare, utilities, education, retail, finance, tech, associations and more. We tailor examples to your customers, channels and compliance requirements. See our customers.

Do you offer complaints handling training?

Yes. Our customer service courses include some content on complaints and difficult customers, but Managing Difficult Customers is built entirely around them.

Not sure which you need? See complaints handling training to compare the options, plus ACXPA’s complaints toolkit.

Talk to us

Questions about training your team?

Book a call to talk it through, or send us a message and we’ll get back to you.

Book a call Download the fact sheet

Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.

Ready to lift your team’s customer service?

Send one person to a public course, book training built around your team, or start self-paced today.

See upcoming dates Talk to us about your team Explore self-paced