Phone Customer Service Essentials Course
$278 per person ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
About the Phone Customer Service Essentials Course
The Phone Customer Service Essentials course is a focused 3-hour program that equips employees with practical, professional call handling and telephone customer service skills they can use immediately.
Perfect for new starters, refreshers, or teams without formal training, it teaches the core foundations that drive consistent, high-quality phone interactions across any industry.
Rather than generic advice, we teach proven techniques your people can apply on the very next call — building rapport, structuring conversations, and managing expectations with clarity and confidence.
Developed in alignment with the ACXPA Phone CX Standards and informed by insights from 50,000+ evaluated calls, the course lifts empathy, energy and simplicity in every interaction.
Participants master the start and finish of calls, confirm understanding, and use a simple 2-step method to de-escalate difficult conversations. If you want an immediate uplift in your team’s phone service, this is the fastest path.
Phone Customer Service Essentials — Fast Facts
Boost core phone skills in just 3 hours.
Designed for call centres, reception and any phone-based role, this interactive session builds confidence, improves structure and lifts customer satisfaction.
Online Phone Customer Service Essentials Training
While onsite delivery is available, Phone Customer Service Essentials is purpose-built for live online delivery — combining engagement, flexibility and value.
Our customer feedback is consistently high for both formats. See the benefits of online learning: Online customer service training.
The short, 3-hour interactive format keeps energy high and helps learners immediately apply skills in the workplace.
Sessions run via Zoom and are accessible with an internet connection and browser — ideal for distributed or hybrid teams.
Prefer In-Person Delivery?
We can run private onsite sessions nationwide for larger groups. Contact us to discuss private delivery options.
Simple and Effective!
Simon was great at delivering the course! I have learned a few essential steps that hugely improved my confidence and the quality of my customer service. I highly recommend this course!
Who the Phone Customer Service Essentials Course Is For
The skills apply across industries, products and services — suitable for any employee who speaks with internal or external customers over the phone.
Ideal for teams that need a refresher, have never had formal training, or are onboarding new staff with a consistent, professional approach.
Typical roles include:
- Call centre agents: Inbound enquiries, complaints and support.
- Reception & office staff: Managing incoming calls for businesses and service desks.
- Customer service teams: Any phone-based support roles across industries.
- Small businesses: Owners and staff who want more professional, consistent phone service.
- Healthcare & professional services: Patient/client-facing phone teams in clinics, firms and practices.
- Retail & eCommerce support: Product enquiries, complaints and order handling over the phone.
Phone Customer Service Essentials Course Modules
In one 3-hour live session, your team will learn the call handling skills used by top performers to deliver standout experiences and efficient first-contact resolution.
Content aligns to the Australian Contact Centre Phone Quality Standards (five competencies, 18 behaviours) to lift consistency across office, contact centre and remote environments.
Grounded in empathy, action and energy, participants leave more confident, efficient and effective — on every call.
The training includes demonstrations and practice across five key modules:
The Psychology of Customer Service
What customers want and need, based on decades of research. Introduction to the five core competencies within the ACXPA Phone Quality Standards and how they drive better outcomes.
How to Engage
Create strong first impressions through ownership, intent and expectation setting to build trust and control. Practice via realistic call-type simulations.
How to Educate & Inform
Use three discovery techniques to uncover needs quickly, then present information clearly with checks for questions, understanding and suitability.
How to Close
End calls professionally with final checks, clear next steps and warm farewells — avoiding clunky finishes and repeat contacts.
Energy, Empathy & Objections
Sound fresh and confident, use the right language and apply a simple two-step method to handle difficult customers and de-escalate issues.
These modules deliver an immediate uplift in call quality and confidence, improving customer outcomes and team performance.
Compare Alternative Phone Customer Service Courses
You’re viewing Essentials. If you need more depth and practice time, consider Foundations or PRO.
Not quite the right fit? Explore training for frontline teams, reception staff, tech support, and inbound sales. Prefer a flexible and lower-cost option? Try our self-paced customer service pathway. See all live customer service courses →
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 Testimonials
Our trainers are industry practitioners, not slide readers — that’s why our reviews are consistently high and our programs stick.
Here’s a sample of feedback for this course:
Very relevant and interactive!
Simon delivered this workshop really well, great interaction and insights with great take aways.
The Training Really Works!
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.
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!
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Public vs Private Delivery of the Phone Customer Service Essentials Course
The Essentials course is designed to quickly boost skills in a single 3-hour session. To make it as flexible as possible, we offer both public and private delivery options so you can choose what best fits your team.
Public courses are perfect for individuals or small teams who want a cost-effective way to sharpen their phone skills. You’ll join a live online class with participants from other businesses, gaining fresh perspectives while keeping the training interactive and engaging.
Many businesses also use public courses to onboard new employees quickly — giving them professional skills from day one without the need to run a private session.
Private courses provide the same Essentials content but tailored to your organisation’s systems, customers and challenges. Ideal if you’re training a whole team, private delivery gives you the flexibility to set dates and customise examples while still only taking 3 hours out of your schedule.
Compare the options in the table below. Still unsure? Contact us — we’ll help you decide the best way to lift your team’s phone customer service skills.
| Feature | Public Phone Essentials Course | Private Phone Essentials Course |
|---|---|---|
| Who Attends | Open to individuals and small teams from any organisation | Just your employees — exclusive to your business |
| Learning Environment | Gain fresh perspectives by training alongside participants from other industries | Customised to your organisation’s customers, systems, and scenarios |
| Dates & Times | Set dates published in advance (1 × 3-hour live online session) | You choose the schedule that works best for your team |
| Content | Standard Essentials curriculum covering the critical phone service skills | Essentials curriculum tailored with your examples, policies, and challenges |
| Delivery Method | Live online via Zoom | Live online or onsite at your workplace |
| Cost | $278 per person (discounts available) | More cost-effective for groups of 4 or more |
| Best For | Onboarding new hires or refreshing skills quickly without disruption | Teams needing a tailored, in-house training experience |
| Minimum Numbers | No minimum — book one or more places | Minimum of 4 participants |
| View Upcoming Public Essentials Dates > | Learn More About Private Training > |
Phone Customer Service Essentials Pricing and Payment
Facilitated by Simon Blair, this Essentials course delivers high-impact training that fits your schedule and budget.
Pick a date below and complete your booking online.
💳 Pay by credit card or request an invoice.
Secure your team’s training now and lift call quality fast.
Purchase a Ticket to a Public Phone Customer Service Essentials Course
All upcoming public course dates are listed below. Click a session to purchase instantly.
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Questions? Call +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm AEST/AEDT) or send us a message.
September 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe September 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
November 2025 Customer Service Phone Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe November 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.
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