Phone Customer Service Essentials Course

$278 per person ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session

4.8
This course is rated 4.8/5.0 from the latest genuine 26 reviews
Excellent77%
Very good23%
Average0%
Poor0%
Terrible0%
ACXPA Certified Badge

ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.

Customer Service Training Image

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 formal customer service training, this course teaches the essential foundations to help them deliver consistently great service over the phone.

This course goes beyond generic tips like ‘smile when you talk’ or ‘say the customer’s name’ — instead, it provides practical, proven strategies that are easy to learn and instantly apply.

Developed in alignment with the ACXPA Phone CX Standards, it draws from over 50,000 evaluated calls to deliver a reliable structure that improves empathy, energy, and simplicity in every call.

Your team will learn how to master the start and finish of any phone call, check for understanding, and apply a simple but powerful 2-step method for managing difficult conversations.

If you’re looking for an immediate uplift in your phone customer service, this course delivers it.

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.

Online customer service training

Simple and Effective!

Review of Feb 2023 Customer Service Phone Essentials

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!

Avatar for Kira Domanico
Kira Domanico
Ecommerce coordinator
Citystrength

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.

Customer Service Phone Skills Training Suitable Roles

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.

Course Modules

Over a single 3-hour online/virtual live training session, the Phone Customer Service Essentials training course teaches staff the critical call handling skills used by the most successful customer service professionals to deliver standout customer experiences and efficient first contact resolution.

The content is aligned with the Australian Contact Centre Phone Quality Standards, which include five core competencies and 18 behaviours proven to drive high-quality customer service — whether your team is working in an office, contact centre, or remotely.

Grounded in empathy, action and energy, your employees will leave the session more confident, more efficient, and more effective with every call.

The training includes powerful demonstrations and hands-on practice 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.

Compare Alternative Phone Customer Service Courses

You're currently viewing the Phone Customer Service Essentials course, but if you're looking for a more comprehensive training experience, you may be interested in our Foundations or PRO courses. Below is a quick comparison of the available options to help you choose the best fit.

Phone Customer Service Essentials

A fast, focused course covering the key skills for delivering exceptional customer service over the phone.

Duration: 1 x 3-hour session
Price: $278 ex GST
You're currently viewing this course.

Phone Customer Service Foundations

Expands on the essentials with a stronger focus on communication techniques, active listening, and handling customer interactions with confidence.

Duration: 2 x 3-hour sessions
Price: $428 ex GST
Learn More >

Phone Customer Service PRO

Designed for professionals looking to master advanced phone service skills. Covers high-value customer interactions, personalisation, influence techniques, and confidently managing complex conversations.

Duration: 3 x 3-hour sessions
Price: $548 ex GST
Learn More >

Not quite the right fit? We also offer customer service training for frontline teams, reception staff, tech support, and inbound sales roles. Explore other training categories

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, customer service trainer

Recent Customer Service Phone Essentials Course Testimonials

What makes the CX Skills courses stand out from the pack is the quality of our trainers, who are all industry experts — not just trainers reading off a course template.

Our trainers live and breathe the industry, and it’s the reason behind our exceptional customer testimonials and ratings — a sample of which you can read below for this particular course.

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.

Australia Post logo City of Casey logo Federal Circuit Court of Australia logo I-MED Radiology logo MECCA logo Taronga Zoo logo Viking Cruises logo Ultra Tune logo

Public vs Private Phone Customer Service Training Options

Whether you need a flexible or tailored training solution, we offer both public and private options for this course to suit your team’s requirements.

Our public 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 fresh perspectives and shared learning on handling customer interactions over the phone.

For businesses with frequent staff turnover, public courses are also a great way to onboard new employees — ensuring consistent, high-quality training across your workforce.

Our private courses provide a fully customised experience tailored to your team’s needs. You’ll have the flexibility to choose the schedule, adjust the content, and focus on the phone service challenges that matter most to your business.

Use the table below to compare the options and find the best fit. Still unsure? Get in touch — we’ll help you choose the right training solution to elevate your team’s phone customer service skills.

Feature Public Course Private Course
Who Attends Open to all companies and individuals Your team only
Learning Environment Hear different perspectives and insights from others in various industries. Training is customised to your organisation’s specific challenges and goals.
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 More Cost-effective for larger groups
Best For Businesses needing a hassle-free, ready-made training solution with fixed dates Companies wanting a customised training program tailored to their team’s needs
Minimum Numbers No minimum - book a single employee or the whole team! Minimum of 4 participants
View Upcoming Public Courses > Learn More About Private Training >
$278 ex GST
Per Employee
3hr Live Online Course

Pricing and Payment Options

Facilitated by Simon Blair, the Customer Service Phone Essentials course delivers impactful training that fits your team’s schedule and budget.

Choose your preferred session date below, then follow the steps to complete your booking.

💳 Credit card or invoice payments accepted.

Secure your team's training now — pick a date that suits, and you’re good to go! 🎯

Customer Service Trainer
💰 Save 15% when booking 3 or more staff in one transaction.
⭐ ACXPA Members Save 25% on all CX Skills courses – includes 15 self-paced courses. Learn More >
🏢 Volume discounts available for clinics, offices, and teams — contact us!
ℹ️ Prefer a private session? Flexible training is available for groups of 5+ — Contact us for more info >

Purchase a Ticket to a Public Phone Customer Service Essentials Course

All publicly available course dates are listed below. Simply click on your preferred session to purchase tickets instantly.

💳 Secure checkout is available via credit card, or you can request an invoice during the booking process.

Have questions about this course?

Want to train your whole team or explore a customised training solution?
Speak with us directly on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm AEST/AEDT) or send us a message.

New public course dates are published on a regular basis!

Views Navigation

Course Views Navigation

Today

💡 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 >