Customer Service Training Courses – delivered by industry experts.

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

Introduction to our Customer Service Training Courses

Whether you have an office team, reception team, retail store, call centre, customer support team and so on,  if you have employees that interact with customers either on the phone, in person (face to face) or via live chat, email, text etc then we have specialist customer service training courses designed to deliver immediate results.

CX Skills is an Australian-owned customer service training course specialist with all our courses designed, facilitated and continually updated by industry professionals that have learned and refined their skills over decades working in customer service using best-practice, proven methodologies and insights that provide real skills for the real world.

We’re not a generic training business or TAFE that offers hundreds of different courses.  We ‘stay in our lane’ and only offer courses in customer service, contact centres and customer experience because that’s what we are experts at.

We’re the official training partner for the Australian Customer Experience Professionals Association (ACXPA) and as you’ll note from our customer testimonials and list of customers, we aren’t just all hype – the experience of our trainers, the quality of our courses and the transparency in the pricing we trust will assure you that you are in good hands for whatever customer service training courses you need for your team.

We offer customer service training online as well as onsite, with public courses (you can purchase one or more tickets) and private courses that are just for your employees.

Learn more about CX Skills >

Customer Service Training Courses for business

Table of Contents:

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

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

Available Courses >

Benefits of Customer Service Training >

Public and Private Training options >

Available Delivery Formats >

Common Course Types >

Customer Service Statistics >

Customer Testimonials for our Training >

Upcoming Public Courses >

FAQs >

Purpose-Built Customer Service Courses

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

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

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

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

If your employees are also involved with any sales (inbound, outbound or in-person) we also have a number of sales training courses >

All Employees

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

General Customer Service

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

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

Juggling customers across multiple channels…

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

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

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

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

Phone Based Employees 

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

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

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

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

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

Reception/Administration Employees 

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

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

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

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

Technical Support / Helpdesk

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

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

  • The short ‘Essentials’ course at just 3 hours that teaches the core fundamentals.
  • The ‘PRO’ course with nine hours of customer service/support skills training, including how to manage difficult customers.
  • The ‘Foundations’ course, which includes six hours of customer service/support skills training and three hours of resilience/wellbeing training to ensure your employees can consistently perform at their best while dealing with the rigours of working in a tech support role.
  • We’ve also got a dedicated eight-hour course (delivered over 2 x 4-hour sessions) on ‘How to Manage Difficult Customers course’, which teaches global best-practice skills for handling difficult customer situations – perfect if your employees deal with angry/frustrated customers on a regular basis.

Retail, Hospitality, Shop/Store Employees 

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

  • The short ‘Essentials’ course at just 3 hours to teach the fundamental skills to work in retail/hospitality.
  • The ‘PRO’ course with nine hours of sales and service skills training (delivered via 3 x 3-hour sessions) that teaches premium customer service and sales skills, including how to deal with difficult customers.
  • The ‘Foundations’ course is also nine hours (delivered via 3 x 3-hour sessions), consisting of six hours of retail sales and service skills training and three hours of resilience/wellbeing training to ensure your employees can consistently perform at their best when working with customers all day.
  • If your employees have to deal with difficult customers on a consistent basis, we also have the Managing Difficult Customers course, an eight-hour course (delivered via 2 x 4-hour sessions) teaching global best-practice skills on how to handle difficult situations with customers.

Emails & Live Chat Speciality Courses

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

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

Managing Difficult Customers & Situations

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

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

Workplace Resilience and Wellness

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

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

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

Click on the courses below to learn more.

The benefits of investing in our customer service training courses

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:

Customer Service training courses in Australia
  • Improved Customer Satisfaction. The evidence is overwhelming – all the latest Customer Experience (CX) stats confirm that happy customers are good for business. Whether they stay longer, spend more, recruit other customers for you and so on, happy customers are beneficial for your business.
  • More sales and higher profit. Many customer service roles have a sales focus – from inbound sales, outbound sales, telemarketing, account management and more. Ensuring your employees deliver great customer service enables you to maximise these opportunities resulting in higher conversions and more sales!
  • Higher Employee Engagement – When you invest in your employees they feel valued and more engaged. Directly investing in improving your employee’s skills is a great way of showing you care about their well-being and their future with your business.
  • Employee Empowerment – Ensuring your employees are equipped with the skills and tools to perform at their best delivers benefits to your employees, your customers and your business.
  • Increased Confidence – Have you ever spoken to a customer service employee who didn’t sound confident in the information they provided? It’s not a great experience so ensuring your employees have the skills they need, and the chance to practice them, will do wonders for both your employees and customers.

Public and Private Training Options

CX Skills offers two types of customer service training courses:

Public Customer Service Training Courses

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

The public courses offer numerous benefits including:

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

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

Private Customer Service Training Courses

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

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

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

Available Delivery Formats

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

1.Onsite Training

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

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

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

2.Online/Virtual Training

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

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

3.Self-paced

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

Common Customer Service Course Types

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

1. Customer Service Induction Training

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

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

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

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

2. Fundamental Customer Service Skills Training

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

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

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

3. Customer Service Refresher Training

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

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

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

4. Specialist/Niche Training

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

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

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

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

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

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

View the call centre specific training courses >

Customer Service Training Statistics

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?

training courses for customer service

Recent Customer Service Training Courses Testimonials

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

Some of our recent customers

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

Upcoming Public Customer Service Training Courses

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

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

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

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Today

July 2024 Tech Support PRO

Online via Zoom
Price: $498.00 AUD ex GST

Empower your technical support/helpdesk employees with premium customer service skills in the July 2024 Tech Support PRO course delivered over 3 x 3-hour live virtual/online sessions (total 9 hours training).

August 2024 Retail PRO

Online via Zoom
Price: $497.00 AUD ex GST

The August 2024 Retail PRO course teaches premium customer service and sales skills to employees in a 3 x 3-hour sessions online/virtual course.

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!

Do you have questions about our Customer Service courses?

Would you like to discuss a customised customer service training program for your workplace? 

Contact us at +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message at any time >