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!
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.
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.
Course Suitability
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.
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’.
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?
- 👉 Read all our customer testimonials
- 👉 See a list of our customers across various industries.
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.
Informative and fun!
Thanks for the training Simon, it was very informative and enjoyable!
Engaging and informative
I recently took part in the Customer Experience training conducted by Simon, which was mandatory for all employees. Before the training, like many others, I was apprehensive about its duration given our busy schedules and anticipated would be boring.
Surprisingly, it turned out to be the complete opposite. The training flew by, thanks to Simon’s fun and energetic delivery and his encouragement for active participation in various scenarios.
He imparted valuable insights and practical tips applicable not only in the workplace but also in personal interactions. Overall, the session was highly informative and engaging. Thank you, Simon!
Good Theory and Practice
Really enjoyable session, feel like a good use of time. The session felt like 40min as opposed to the full three hour block!
The focus on structure and technic meant that the content was well conveyed and practiced in the session.
Great info, needed more time for practice
We found the information very useful, and there was great examples and knowledge imparted in the training.
The changes in techniques and updates to some of the techniques I had been taught previously were appreciated.
I wished there had been more time to do role plays to practice the techniques more, so the team could have felt more comfortable with them.
However, the introduction to the trainer was too long winded. I would rather the presentation of the material follow the call flow, as for newer staff we jumped around and lot.
The material sent after the course was greatly appreciated and I have some of the pages displayed on my wall to assist me to use the techniques.
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.
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 >
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 >
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!
March 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
May 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe May 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
June 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe June 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
July 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe July 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
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.
🚀 Learn More & Save 25% Before You Enrol >