Online Customer Service Training That Works

• 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.

• 29Oct2026Public Sector EssentialsThu 29 Oct · 9:30am–12:30pm AEDT · 3 hours · Online via ZoomGive council, department and agency staff a clear framework for every phone enquiry in this 3-hour live online course with Simon Blair, on Thursday 29 October 2026.$335ex GSTView course
• 10Nov2026Reception FoundationsTue 10 and Wed 11 Nov · 9:30am–12:30pm AEDT · 2 × 3 hours · Online via ZoomLift reception and front desk service across face-to-face, phone and email in this 2 × 3-hour live online course with Simon Blair, Tuesday 10 and Wednesday 11 November 2026.$485ex GSTView course
• 10Nov2026Outbound Sales EssentialsTue 10 Nov · 1:00–4:00pm AEDT · 3 hours · Online via ZoomOpen outbound calls with confidence, find what matters to the buyer and close for a clear next step, in this 3-hour live online course with Marc Carriere, on Tuesday 10 November 2026.$315ex GSTView course
• 10Nov2026Customer Service Phone EssentialsTue 10 Nov · 1:30–4:30pm AEDT · 3 hours · Online via ZoomGive your team a proven structure for every customer call in this 3-hour live online course with Simon Blair, on Tuesday 10 November 2026.$315ex GSTView course
• 11Nov2026Inbound Phone Sales EssentialsWed 11 Nov · 1:30–4:30pm AEDT · 3 hours · Online via ZoomTurn more inbound calls into sales, without scripts or pressure, in this 3-hour live online course with Simon Blair, on Wednesday 11 November 2026.$315ex GSTView course
• 12Nov2026Managing Difficult CustomersThu 12 and Fri 13 Nov · 12:30–4:30pm AEDT · 2 × 4 hours · Online via ZoomLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour November 2026 online course - suitable for all customer-facing employees.$747ex GSTView course
• 12Nov2026Outbound Sales FoundationsThu 12 and Tue 17 Nov · 1:00–4:00pm AEDT · 2 × 3 hours · Online via ZoomBuild confident outbound sales calls, from mindset and getting past gatekeepers to handling objections and closing, in this 2 × 3-hour live online course with Marc Carriere, Thursday 12 and Tuesday 17 November 2026.$485ex GSTView course
• 17Nov2026WFM EssentialsTue 17, Wed 18 and Thu 19 Nov · 9:00am–5:00pm AEDT · 3 days · Online via ZoomThe November 2026 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.$2,797ex GSTView course

We’ll be adding new course dates soon. Can’t wait? Talk to us about a private course.

Informative, collaborative and all round enjoyable!

Daniel was incredible, supportive and such a great wealth of knowledge. The course went over CX fundamentals extremely well and also delved more into incorporating good CX culture at organisations too. Both the content and course facilitator provided for an overall amazing experience over 4 days.

Mihir Razdan

A 'must do' experience for anyone managing a Contact Centre

Review of Contact Centre Management Fundamentals (Private Class)

Daniel covered a range of essential topics that have fundamentally changed the way that I think about performance, and measuring performance, in my Contact Centre.

Having participated in this course with several managers from our contact centre, it has also been incredibly powerful for our team to be aligned and have a shared understanding of these concepts.

I am certain this course has prepared us to drive meaningful and valuable uplift for our teams, that will also positively impact our customers too. Thanks to Daniel for this fantastic course, and will be absolutely recommending to anyone in a similar position.

Hayley Adams

Senior Manager, Residential Customer Service

Aussie Broadband

Very informative training package

Review of July 2026 How to Be a Great Call Centre Team Leader

I learnt some amazing time management skills. Excellent tools for call monitoring, performance management and coaching. Marc is friendly and full of knowledge. He really tailored the program to what I needed and had some fabulous advice. Highly reccomend.

Kym Poole

Team Leader, Customer Support

City of Greater Bendigo

Informative, Energetic and Fun!

Review of July 2026 Inbound Phone Sales Essentials

Inbound Sales training with Simon. He was an amazing facilitator. Not only is the content great, informative and provides a clear structure for approaching inbound sales calls, he brought in a vibrancy to the training that made 3 hours feel like 1.

He demonstrated the teachings through his own interactions, allowing a deeper drive home to the ideas being learned.

Kimberley S

Very Good - Clear explanations and Scenarios

Review of June 2026 People Leadership for Call Centre Team Leaders

Highly recommended, the course is good!

Maisei Quek

Suitable for All Call Centre Leadership Roles

Review of June 2026 People Leadership for Call Centre Team Leaders

Daniel and Marcus were brilliant in delivering a 2-day course (4-hours each day) that is current, relevant and easily tailored to different types of Call Centre leadership roles. I’ve acquired skills that I can implement immediately in my role to help create and maintain an environment and culture where our people thrive.

Clarence Vigo

Operations Management for Team Leaders

Review of June 2026 Call Centre Operations for Team Leaders

I thoroughly enjoyed the Operations Management for Team Leaders training conducted by Daniel Ord. His training style is enriching and highly applicable to today’s context, making the content relevant and easy to relate to. Daniel is an engaging trainer who keeps you on your toes throughout — you certainly won’t find yourself dozing off!

What stood out most was how he opened up perspectives from multiple angles — the management view, the employee view, the customer view, and the reality on the ground.

A special mention to Marcus, who was incredibly helpful throughout the training. When we were unable to access the training materials, he promptly stepped in, which was greatly appreciated!

Jeaine Tan

Personal and Energetic Training

Review of June 2026 Call Centre Operations for Team Leaders

I felt that Dan had a real passion for the topic at hand and expertly guided us through the topics, as well as answering questions in depth.

Cait Q.

Team Lead

Queensland Tertiary Admissions Centre (QTAC)

Very Insightful!

Review of June 2026 Introduction to Contact Centre Management

This course was a good introduction and understanding of call centres and how to manage metrics.

Sonia Roberts

Guest Services Manager

Peninsula Hot Springs

Excellent informative and engaging experience

Review of May 2026 Customer Service Phone Essentials

I found it helpful and enjoyed how the course was personally tailored around my scenario and career goals, in particular through engaging in roleplays to mimic scenarios I would face during work with provided feedback for areas I could improve and better ways to word/phrase my sentences in customer service scenarios depending on the customer/situation.

Stella Cameron

Receptionist

Purecare Therapy

Found it very interesting!

Review of Managing Difficult Customers (Private class)

I learnt what type of ‘chair’ I was and that the green would be more relevant in customer service, using the UNER technique.

Alexandra Prappas

Customer Service Officer

City of Casey

Very Enjoyable, Practical and Engaging!

Review of May 2026 Public Sector Foundations

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

Great foundation for CX skills and knowledge with a very experienced and delightful facilitator

Review of April 2026 CX Management Fundamentals course

I recently completed this course and found it incredibly valuable. Daniel was a standout—highly experienced, knowledgeable, and genuinely a pleasure to listen to. His delivery was almost therapeutic at times, and he created a great environment for open discussion.

The content itself was strong and really helped me build my skills, especially in thinking about how to scale a CX practice within my organisation. The only improvement I’d suggest would be more opportunities to directly apply the theories to our own organisational contexts and receive feedback—but I understand time constraints likely made that difficult.

Overall, a great experience, and it’s definitely inspired me to consider pursuing the CCXP exam.

Alice Beament

Software Experience Manager

IMDEX Ltd

Passion oozes and learning is fun

Review of April 2026 CX Management Fundamentals course

It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!

Melissa Thompson

Manager Customer Support

Whitehorse City Council

Very Patient and Engaging - Highly Recommended

Review of April 2026 Customer Service Phone Essentials

I found the training very engaging and practical. The information was presented and explained in a way that related to real life scenarios and was easy to comprehend. Simon is a very patient and effective teacher. I would absolutely recommend this course to others, not just for customer service efficiency but for gaining knowledge about communication, socialisation etc.

Sabeen Ali

Worthwhile training that builds confidence and enhances communication skills

Review of March 2026 Reception Customer Service Foundations

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

Well worth every minute

Review of March 2026 Customer Service Phone Essentials

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

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

Kate Farrugia

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

Review of October 2025 Contact Centre Management Fundamentals

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

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

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

Alison Ballard

Senior Manager, Sales & Service

Princess Cruises

Engaging and structured!

Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!

Melissa Geraghty

Head of Service Innovation

Jacana Energy

Absolutely Brilliant Trainer and Content!

Review of September 2025 Reception Customer Service Essentials

This course was a great reminder of simple steps to polish our skills on reception. The presenter (Simon) made it fun and light hearted, but very informative.

I took away some great tools to use in my workplace. I would highly recommend this course!

Megan Woodham

Receptionist

Canberra Girls Grammar School

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