Customer Service Training Courses in Melbourne & Victoria

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

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

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!

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.

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.

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!

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!

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.

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

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

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

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

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.

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

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

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

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

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

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

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

Definitely recommended.

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

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

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

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

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

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

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

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

The content was presented clearly and understandably.

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

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

I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills.

Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!

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

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

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

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

I thoroughly enjoyed workshopping Quality Assurance with Daniel. Daniel introduced us to the structure, framework and application of Quality Assurance in a Contact Centre environment, providing some really key techniques to ensure successful implementation.

If you are looking to implement a QA program in your business or to future proof the quality of Service Delivery Team, I highly recommend taking this course.

A well designed course covering the 5 CX competencies, presented with clarity and lots of useful tips and examples. I loved it how Daniel Ord made you feel at ease from the start, delivered the course in a highly engaging and conversational style. You’ll come away with a solid foundation, whether you are new to CX or are preparing for the practisers exam.

I have taken many learnings from this course. Daniel presented in an delightfully engaging manner and provided a wealth of knowledge and insight.

I see a lot of long term benefit from this course. It has sparked new ideas, and has shifted my mindset in several ways.

Daniel provided many practical tools to utilise, and presented some fantastic ideas and valuable feedback.

Some information was more suited to an “inbound” contact centre (ours is outbound) and more customer service centric. Justin is very knowledgeable and delivered the course in an easy way to understand. Some key metric’s explained could most certainly be implemented for our business. Will definitely take some of his advice on board.

Most call centres have their own unique way of doing things which means progressing your career in one business can look very different to another. This course gives you the fundamentals of management in ALL call centres and a clear understanding of how it all comes together operationally.

The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.

Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus. The “How to Design a Quality Assurance Program for Contact Centres” was extremely fitting for our organisation as we transition to a new telephony system.

The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.

As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.

I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!

I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and I found the session had a great mix to suit all learning styles.

I have taken so much from this course, the networking opportunities as well as the CX Central website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.

Justin from CX Skills responded promptly to my training enquiry. He heard what we wanted and we discussed the best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. In the end, each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX Skills and Justin for training and support.