Phone Customer Service Essentials Course
$278 per person ex GST (Discounts Available) delivered via 1 x 3-Hour Session

Phone Customer Service Essentials Course Introduction

The Phone Customer Service Essentials course is a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will immediately impact your business.

Whether it’s for new employees, existing employees who are a little stale, or employees who have never had any professional customer service training, this course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone.

The course goes beyond traditional customer service training clichés such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’.

This program has been three decades in the making and is aligned to the Australian Customer Experience Professionals Association’s (ACXPA) Phone Quality Standards, leveraging the insights and assessment of more than 50,000 phone calls to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.

Crucially, we don’t teach scripts (they don’t work!), but we do provide your employees with a proven, reliable structure for phone calls that will enable them to consistently communicate in key moments with energy, empathy and simplicity.

In particular, your employees will learn how to master the start and the finish of any phone call and how to check for understanding, comfort and resolution throughout. They will also learn and practice a simple but powerful 2-step method for dealing with more difficult customers and situations they may encounter.

If you’re looking for an immediate uplift in your customer service, look no further than this course!

Customer Service Phone Essentials Training Course
Customer Service Training for Phone

4.8
This course is rated 4.8/5.0 from the latest genuine 24 reviews
Excellent75%
Very good25%
Average0%
Poor0%
Terrible0%

Phone Customer Service Essentials Fast Facts

Boost your team’s phone customer service skills in just 3 hours!

Designed for employees in call centres, reception, and other customer-facing phone roles, this interactive live training will equip your team with the skills to handle calls professionally, build rapport, and deliver outstanding customer experiences.

Perfect for Any Phone-Based Role: Ideal for employees in office/admin, reception, call centres, and other customer-facing roles where phone communication is key.
Fast-Track Learning in Just 3 Hours: A single live, virtual training session designed to quickly build skills while minimising operational disruption.
Interactive & Engaging Delivery: Delivered live and online, ensuring a high-energy, practical learning experience that’s as enjoyable as it is effective.
Exceed Quality Standards: Aligned with the ACXPA Phone Quality Standards, ensuring your team delivers exceptional customer experiences every time.
Expert-Led by Simon Blair: Designed and facilitated live by Simon Blair, one of Australia’s top customer service trainers—no scripted templates, just real-world expertise.

Built for Online Success – Proven, Practical, and Cost-Effective

While we understand some prefer onsite training, our Phone Customer Service Essentials course has been purpose-built for online delivery – offering all the benefits of in-person training with added flexibility and affordability.

In fact, our customer feedback scores remain consistently high, whether the course is delivered online or face-to-face. See why online training works here.

Delivered as a short, interactive, and engaging 3-hour session, this format ensures trainees stay focused while boosting learning outcomes.

The online structure keeps costs low and enables employees to immediately apply their new skills—whether as part of an induction program or to jump straight back onto the phones with newfound confidence.

The course runs virtually via Zoom, easily accessible to anyone with an internet connection and a browser.

Prefer In-Person Delivery?

We also offer onsite training for larger groups. Contact us to discuss private delivery options.

Customer Service Phone Skills Essentials Training Course

Course Suitability

Online Customer Service Training Essential Skills

The phone customer service skills we teach are applicable to all industries, products and services and are suitable for any employee of all ages who speaks to internal or external customers over the phone.

Whether it’s because they’ve become a little stale, have never received any formal training, or you’ve got some new employees that you want to equip with professional skills right from the start, this course will ensure your employees learn the essential skills to deliver a great customer experience for your customers.

Typical roles suitable for this course include:

  • Call centre agents: Staff handling inbound customer inquiries, complaints, or support calls.
  • Receptionists & office staff: Employees managing incoming calls for businesses, government offices, or service desks.
  • Customer service teams: Any team members providing phone-based support across industries.
  • Small business owners & employees: Anyone taking customer calls who wants to improve their service and professionalism.
  • Healthcare & professional services: Staff handling patient, client, or customer calls in clinics, law firms, real estate agencies, and more.
  • Retail & eCommerce support: Phone-based support teams managing product inquiries, complaints, and order issues.

What your employees will learn:

Over a 3-hour online/virtual training session, the Phone Customer Service Essentials training course will teach your staff the critical skills for call handling that the most successful customer service employees in the world use to deliver superior customer experiences and efficient first contact resolution.

The skills taught are aligned to the Australian Contact Centre Phone Quality Standards, consisting of five core competencies and 18 behaviours that have been proven to enable great customer service over the phone, whether it’s in an office, contact centre or working from home.

Centred on empathy, action and energy, your employees will learn to be more confident, efficient and effective with every customer interaction.

The training consists of powerful demonstrations and practice in the essential behaviours across five key modules:

The Psychology of Customer Service

The first module of the Customer Service Phone Essentials course includes a short exploration of what customers want and need based on decades of research with an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Phone Quality Standards and how they enable more effective call handling and premium service delivery.

How to Engage

Your employees will learn how to create a strong first impression and improved customer focus through strong ownership, intent, and the management of customer expectations to build trust and confidence.

A range of customer call type simulations will be used to practice with participants the key skills and behaviours learnt to better engage customers.

How to Educate & Inform

We’ll teach your employees the three critical discovery techniques (as used by the FBI) to drive more effective and efficient conversations to identify customer needs and determine the best solution in a way that doesn’t make them feel like ‘just a number’.

They will then learn the key requirements to better present relevant products, services, and process information to customers with a focus on making consistent checks for questions, understanding, and suitability.

How to Close

Employees will learn and practice how to better control and transform the end of their calls to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.

Energy, Empathy & Objections

We will teach your employees how to consistently sound fresh and engaging whilst projecting confidence and clarity with each customer interaction.

Participants will learn (and practice!) a powerful two-step method for dealing with more challenging customer types and situations and how to use the most appropriate language, empathy techniques, and actions to enable better call outcomes.

The modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone.

Looking for something a little longer?

Our Phone Customer Service Foundations course is the extended version of this course, delivered over 2 x 3-hour sessions (total of 6 hours) that allows for more time on teaching skills to manage complaints and difficult customers, and tips for emails and online channels. 

Our Phone Customer Service PRO course is the longer version of this course, delivered over 3 x 3-hour sessions (total of 9 hours) that allows for some more in-depth training and time to embed the new skills with additional practice/role-play.

About Your Trainer

The Customer Service Phone Essentials training course is designed and facilitated by Simon Blair, one of Australia’s leading Customer Service Trainers.

Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.

He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.

He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.

Simon Blair trainer for Customer Service Essentials training course
Simon Blair, one of Australia's leading customer service trainers!

Recent Phone Customer Service Essentials Course Testimonials

At CX Skills, we don’t just teach customer service—we live and breathe it. Our courses are led by industry experts, not just trainers reading off templated guides. That’s why our customer feedback speaks for itself.

Below, you’ll find a selection of recent testimonials from this course, highlighting the impact of our expert-led training.

Want to see more?

Looking for a Different Type of Customer Service Training?

These courses focus specifically on phone-based customer service training. If your team also handles face-to-face interactions, technical support, or sales calls, explore our other training options below to find the perfect fit.

👥

Frontline Customer Service Training

For teams delivering exceptional face-to-face customer service in retail, hospitality, and service industries.

Learn More >
🔔

Reception Customer Service Training

Training that covers both phone and face-to-face interactions for front desk and admin staff.

Learn More >
💻

Technical Support Customer Service Training

For teams providing technical support and troubleshooting over the phone or online.

Learn More >
📈

Inbound Phone Sales Training

For employees handling sales inquiries and converting calls into revenue.

Learn More >

Why Choose CX Skills?

At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.

We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.

Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.

CX Skills Australia Training Courses

Customer Reviews & Testimonials

Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >

gmblogo
Excellent
CX Skills
5.0
Based on 36 reviews
Honestly does not matter which industry you are working within, this face-to-face 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.
I had the pleasure of attending a customer service training session today with trainer, Simon Blair and it was fantastic! Simon 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 the owner:Thanks Mav for the wonderful review and thrilled to hear you enjoyed the training! We'll make sure we pass the feedback onto Simon as well - he takes a lot of pride in ensuring everyone enjoys the training and importantly, that it provides skills that can be put to immediate use!
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Response from the owner:Thanks Chris for leaving a wonderful review for Simon and sorry in the delay in acknowleding it. Always great to hear that the passion comes through and that the training hits the mark!
Did the introduction to contact center manager course with Justin, it was a fantastic experience

You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience

I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together

Strongly recommend
Response from the owner:Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏
Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.
It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.
Response from the owner:Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.

From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.

What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.

The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.

The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.

In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.

If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner:Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
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!
Response from the owner:Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
The best course I have taken in 4 decades of customer service.
Response from the owner:Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner:Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner:Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner:Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner:Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner:Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner:Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner:Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner:Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
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.
Response from the owner:Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner:Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner:Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.
In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.
The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.
Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.

Bec Goss
Response from the owner:Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner:Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner:Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner:Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner:Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner:Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner:Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
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!
Response from the owner:Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner:Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.

This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.

Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.

I would recommend CX Group to anyone who will listen!
Response from the owner:Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
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 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.
Response from the owner:Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner:Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner:Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner:Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner:Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed 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. At 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 and Justin for training and support.
Response from the owner:Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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Some of the Organisations We've Trained

We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >

Public vs Private Phone Customer Service Training Options

Whether you need a flexible or tailored training solution, we offer both public and private phone customer service essentials training options to suit your team’s requirements.

Our public Phone Customer Service Essentials Training courses are perfect for individuals or small teams looking to develop their skills in a structured, interactive learning environment.

These sessions bring together participants from different businesses, offering diverse insights and shared learning experiences on handling customer interactions over the phone.

For businesses with frequent staff turnover, public courses also provide a simple way to onboard new employees with the same high-quality training, ensuring consistency in phone customer service skills across your workforce.

Our private phone customer service essentials training provides a customised experience tailored exclusively for your team. You’ll have the flexibility to choose the schedule, adjust content, and focus on specific customer service challenges unique to your business.

Compare the options below to find the best fit for your organisation. If you’re unsure, get in touch – we’ll help you select the right solution to enhance your team’s phone customer service skills.

Feature Public Course Private Course
Who Attends Open to all companies and individuals Your team only
Dates & Times Fixed schedule making it easy to plan ahead Fully flexible to suit your needs
Content Standardised curriculum covering core skills Customised to your business needs
Delivery Method Live online Live online or onsite
Cost $278 per person ex GST Cost-effective for larger groups
Best For Businesses needing to train a few phone-based employees Companies looking for a customised, team-wide training solution
Ongoing Training for New Hires Ideal for businesses with high staff turnover – send new employees to public sessions for consistent training. Training is delivered to your entire team upfront, with refresher options available.

Pricing and Payment Options

The Phone Customer Service Essentials course is just $278 per employee ex GST for 3 hours of live, facilitated learning with Simon Blair.

Whether you’re upskilling one employee or an entire team, you can purchase as many tickets as you need—just select the preferred date at the bottom of this page to purchase tickets to that course.

Payment can be made instantly using a credit card, or you can request an invoice (full payment is required before training begins).

Available discounts:

  • Save 15%  when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
  • ACXPA Members instantly save 25% off all CX Skills courses (like this one), plus membership includes 15 self-paced training courses. Learn More >
Customer Service Refresher training Australia

Do you have questions about this Phone Customer Service Essentials course?

Want to train your whole team or talk to us about a customised training program?

Speak to us live on +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 anytime >

Purchase a Ticket to a Public Phone Customer Service Essentials Course

All the publicly available CPhone Customer Service Essentials courses are listed below – click on your preferred date to purchase tickets.

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

If you have larger numbers (more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.

New public course dates are published on a regular basis!

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As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.

📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.

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