Phone Customer Service PRO Course
$548 per person ex GST (Discounts Available)
Delivered via 3 x 3-Hour Sessions
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Course Introduction
Are you looking for a training course that will immediately improve your customer service — and deliver a strong return on investment?
Have your employees ever been professionally trained in how to handle phone calls, or have they just “learnt on the job”?
The Phone Customer Service PRO course is designed to equip your team with the advanced call-handling skills needed to deliver consistently exceptional experiences — call after call, day after day.
Delivered over 3 x 3-hour sessions (a total of 9 hours), this program teaches a structured, natural approach (no scripts!) that empowers staff to be themselves while engaging with empathy and professionalism.
Participants will progressively learn, build, and apply new habits and behaviours that transform both their performance and mindset — leading to more effective conversations, better outcomes, and stronger business results.
Whether you measure First Contact Resolution, Customer Satisfaction, Net Promoter Score, Call Quality, or Employee Engagement, this course delivers proven tools to improve efficiency and impact in every interaction.
Based on the ACXPA Phone Quality Standards and informed by the analysis of over 50,000 phone calls, the training is built around five core competencies and 18 behaviours proven to drive better experiences.
Empower your team with premium call-handling skills that help them confidently manage any enquiry, customer type, or situation — across any industry or product — and deliver exceptional service that customers will remember.
Phone Customer Service PRO Fast Facts
Refine, elevate, and master premium call-handling skills over three dynamic sessions.
This advanced course is designed for phone-based professionals ready to level up their service quality. Over three 3-hour modules, your team will learn to confidently handle complex conversations, build rapport faster, and deliver memorable experiences that truly set your business apart.
Optimised for Online & Virtual Learning
While onsite, in-person training is still an option, many of our clients are discovering the unique advantages of live online delivery — without any compromise on quality or outcomes.
In fact, our customer review scores remain consistently high whether the training is delivered online or onsite.
Why does virtual training work so well?
- Cost-Effective: Online delivery reduces travel and facility costs without reducing quality.
- Enhanced Engagement: Short, interactive sessions keep participants focused and boost retention.
- Flexible & Accessible: Staff can join from anywhere — ideal for remote, hybrid, or decentralised teams.
The Phone Customer Service PRO course is designed to help your team master premium service behaviours — driving better customer experiences, improved outcomes, and greater employee engagement.
Prefer Face-to-Face Training?
We also offer onsite or private delivery for this course. Get in touch to learn more.
Prefer in-person delivery?
This course can also be delivered onsite as a one-day (8-hour) private face-to-face workshop. Perfect for teams who benefit from a full-day immersive learning experience. See private training options below for details (minimum numbers apply).
Who This Course Is Suitable For
The Phone Customer Service PRO course is suitable for employees of all ages and experience levels who work in roles that involve customer interaction over the phone.
Whether it’s a small business, large corporate, or public sector organisation, this course equips participants with premium phone service skills that can be applied in any setting.
Delivered across three structured 3-hour modules, the format allows time for concepts to be absorbed and applied between sessions, driving progressive improvement and retention.
Typical roles that regularly benefit from this training include:
- Call centre agents: Handling customer inquiries, complaints, and complex support calls.
- Receptionists & office staff: Managing incoming calls for government, service desks, and business front desks.
- Customer service teams: Supporting clients over the phone across industries including banking, insurance, utilities and more.
- Small business owners & employees: Enhancing communication quality and professionalism over the phone.
- Healthcare & professional services: Managing client or patient calls in medical, legal, and professional environments.
- Retail & eCommerce teams: Helping customers with product, delivery, or account-related inquiries.
We’ve trained teams from industries including manufacturing, education, government, finance, health, retail, superannuation, logistics, and more. See what our customers say here.
The skills taught are highly transferable — making this one of the most versatile phone customer service training programs available in Australia.
Course Modules
📞 Expert-Led Training Designed for Maximum Impact with Minimal Disruption
The Phone Customer Service PRO course is delivered over 3 x 3-hour highly engaging sessions, providing 9 hours of immersive training designed to build skills progressively while minimising disruption to your operations.
This spaced approach allows employees to learn, practise, and apply their new skills between sessions — ensuring deeper retention and lasting behavioural change.
From reshaping how staff think about service to mastering how they deliver it, the course begins by shifting the internal mindset to a truly customer-first perspective — a fundamental step in delivering premium service outcomes.
Skills are aligned to the Australian Phone Customer Service Quality Standards, built on five core competencies and 18 high-impact behaviours proven to lift service performance across any role, industry, or location — whether it’s in a contact centre, office, or remote environment.
It’s the same framework used in the Australian Contact Centre Rankings reports, used to assess and benchmark leading phone-based teams across the country.
We’ve also dedicated a full module to handling difficult customers — providing techniques that reduce stress for your team while also defusing customer frustration more effectively.
Every session includes live demonstrations, interactive role-plays, expert coaching, and practical feedback in a safe, supportive (and fun) environment that builds real skill, not just awareness.
At the end of the course, participants receive a Certificate of Achievement — but more importantly, they’ll walk away empowered with proven strategies to deliver better customer experiences and business outcomes.
Session 1 lays the foundation for outstanding phone service by focusing on the mindset, principles, and frameworks that underpin consistently great customer experiences.
Participants will explore what really drives customer expectations, how their behaviour impacts perception, and why a customer-first mindset is essential for long-term success.
This session also introduces the Australian Customer Experience Professionals Association (ACXPA) Phone Quality Standards, giving employees a practical structure to guide how they show up, engage, and deliver value on every call.
Session 1
The Psychology of Customer Service
This module sets the scene about what customers want and need based on decades of research, WHY the customer experience is so important and how crucial your employees’ role is in representing your business and brand with every single customer interaction.
The ACXPA Phone Quality Standards
Introduction & exploration of the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards.
We reveal how the standards enable more effective call handling and premium service delivery through positively impacting the psychology of the customer as explored in the first module.
How to Engage
Your employees will learn how to create a strong first impression and customer focus by showing strong ownership, intent and how to manage expectations to build trust and confidence that the customer’s service issues and needs will be resolved.
A range of customer call type simulations will be run for both group demonstration and lots of individual practice in the use of the key skills and behaviours learnt to better engage customers.
Building on the mindset and frameworks from Session 1, this session focuses on lifting the quality of the core conversation — how employees uncover, inform, and close with greater confidence and clarity.
Participants will learn how to uncover real customer needs more effectively, educate with confidence, and close calls with warmth, professionalism, and control — all while practising the habits that lead to stronger outcomes and more efficient resolutions.
How to Discover Needs
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to more effectively converse, mirror and confirm their needs from the customer and what is needed to resolve their enquiries in a more efficient and effective manner.
The trainer will demonstrate the techniques required across a range of scenarios to highlight their effectiveness in driving better conversations for improved insights and problem solving.
Individuals will then practice extensively with each other to develop some new habits and capability within the session.
How to Educate
Participants will learn how to proactively educate and inform customers with product, service & process information in a manner that maximises first contact resolution.
Clarity, Pacing, Pausing and consistent checks for questions, understanding, comfort and suitability are the key skills and behaviours covered.
How to Close
Employees will learn 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.
The three techniques for closing calls will be extensively practiced in rapid-fire simulations of the end of various call types in a range of contexts and situations to build greater confidence and expertise in call closing within the session.
The final session brings everything together — sharpening the delivery, deepening emotional intelligence, and embedding skills through immersive practice.
From mastering empathy and tone to confidently handling difficult customers, this session gives participants the tools and strategies to stay calm, clear, and in control — no matter who’s on the other end of the line.
The session finishes with full-call simulations, helping your team apply everything they've learned in realistic scenarios that build confidence and capability to make an immediate impact back on the job.
Energy & Empathy
Most businesses put a lot of time and effort into teaching staff WHAT to say but few have the internal expertise to teach staff the best manner in HOW to say it.
In this fun and engaging module, we will help participants practice proven methods to enhance their vocal delivery with better tone, stronger voice projection and improved clarity.
They will learn how to consistently sound fresh, engaging and empathetic (even when tired or worn down!) whilst projecting more confidence and clarity with each customer interaction.
Dealing with Difficult Customers
This module includes an exploration into the science behind emotions, and how they can impact customer brain chemistry and functions when things go wrong and also when they go right!
We will help your staff to better understand what is happening with emotional customers in real-time and what is needed as a response to validate and diffuse their emotions effectively in order to focus on what is needed to resolve.
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.
Bringing it all together
Your employees will have a chance to extensively practice all of their newly learnt customer service and call handling skills through role-playing with each other and the trainer, completing end-to-end customer service calls they typically deal with.
This will enable them to build greater confidence in applying their new call habits so they are ready to ‘hit the ground running’ and make an immediate impact in their roles and on your business post-training completion.
What Your Team Will Walk Away With:
Compare Alternative Phone Customer Service Courses
You're currently viewing the Phone Customer Service PRO course, but if you're looking for a shorter training option, you may be interested in our Essentials or Foundations courses. Below is a quick comparison of the available options to help you choose the best fit.
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 →
Public vs Private Phone Customer Service Training Options
Whether you're after flexibility or a tailored solution, we offer both public and private delivery options to suit your team’s needs.
Our public PRO courses are ideal for individuals or small teams looking to elevate their skills in a dynamic, instructor-led environment. With participants from multiple organisations, they offer a collaborative experience and cross-industry perspectives that spark fresh thinking.
Public sessions also make it easy to onboard new employees with consistent, high-quality training — ensuring everyone develops the premium phone service skills your business relies on.
Our private PRO training is a customised experience tailored specifically for your organisation. Choose your own schedule, shape the content to match your environment, and focus on the customer service challenges that matter most to your team.
Compare the options below to see what fits best. Need help deciding? Get in touch — we’ll help you build the right plan to lift your team’s phone customer service capability.
| 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 | $548 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 > |
About Your Trainer
The Phone Customer Service PRO 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 Feedback from Phone Customer Service PRO Participants
What sets the CX Skills courses apart is the real-world credibility of our trainers — industry veterans who don’t just deliver content, they live it.
It’s why our courses consistently receive 5-star ratings from participants across industries, roles, and experience levels. Below are just a few recent reviews from this advanced-level course.
Engaging and informative training sessions
We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!
Exceeded My Expectations!
I would like to say that Simon Blair from CX Skills has exceeded my expectations in providing the training in 3 sessions. The training content was apt and is helping me with my interactions on day-to-day basis. The ease with which Simon trained us is exceptional.
Informative and Fun!
Simon was a very helpful coach who took great care in providing me with an enhanced understanding of customer service. The methods he taught me were followed by roleplay scenarios and the psychology involved.
I greatly benefited overall as he gave me personalised application catered towards my job, with an in-depth reflection of previous difficult calls I received. Was both informative and fun. Would highly recommend!
Impacting session with great takeaways and practical toolkits to lay the CX foundation in the company
We took part in a private Inbound Sales Phone Professional course which was tailored specifically to our need.
The course was practical and well structured. The simulation sessions and tools discussed personally helped me and our team to further build confidence when dealing with customers.
I must mention that Simon Blair (the trainer) is well experienced, focused, and flexible. His liveness drew high attention and participation during the full day session. Among many valuable take aways, the five core competencies and specific behaviours taught to us were highly commendable.
Thanks to Simon, Justin and to everyone at CX skills for your professionalism and friendly manner. Best wishes!
Practical, efficient and relevant CX stategies
The course (over 3 days) was brilliant! Very engaging workshop. Tailored content.
Efficient and practical strategies that can be implemented immediately in my role and personal situations.
Definitely recommended.
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.
Pricing and Payment Options
The Phone Customer Service PRO course is $548 AUD per person ex GST for nine hours of expert-led training, delivered across three interactive online sessions.
Choose the public session dates that suit your team and follow the prompts to complete your booking online.
💳 Credit card and invoice payments are both accepted.
Secure your spot now — choose a date that fits and you're good to go! 🎯
Book a Spot in a Public Phone Customer Service PRO Course
All upcoming public course dates are listed below. Simply select your preferred session to purchase tickets instantly and reserve your place.
💳 Secure checkout is available via credit card, or you can request an invoice during the booking process.
Have questions before booking?
Looking to train your entire team or explore a tailored training option?
Call us on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm AEST/AEDT) or send us a message — we’re happy to help.
New public course dates are published on a regular basis!
August 2025 Phone Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior phone customer service skills in the August 2025 Phone Customer Service PRO training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
October 2025 Phone Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior phone customer service skills in the October 2025 Phone Customer Service PRO training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all 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 >