Phone Customer Service Training

Upskill your team with practical phone customer service training designed for real-world impact. Delivered live online or onsite, these courses build confidence, improve call handling and lift customer satisfaction.

Choose from Essentials, Foundations and PRO levels — ideal for onboarding new staff, refreshing existing skills or advancing to expert techniques.

  • Three structured options: Essentials, Foundations & PRO
  • Live, facilitated online public courses available
  • Private or customised delivery online and onsite
Phone customer service training courses in Australia

Why Phone Customer Service Training Matters

Your phone-based employees are often the first impression your customers receive. Without the right training, even experienced staff can struggle to deliver a consistently professional, effective phone experience — which hurts sales, loyalty and morale.

Our phone customer service training equips your team with the structure, skills and confidence to handle calls professionally and efficiently. The result is more consistent outcomes, faster resolution and better CSAT.

  • Build rapport quickly and leave great first impressions
  • Stay in control with clear, proven call-handling techniques
  • Handle difficult customers with confidence
  • Reduce long calls, transfers and repeat contacts
  • Suitable for all phone-based roles — new or experienced
Why Phone Customer Service Training is Essential

Who Will Benefit from Phone Customer Service Training?

Our phone customer service training is designed for employees who handle customer interactions over the phone and want to improve service skills, confidence and professionalism.

Whether your team works in call centres, reception, office support, small businesses, healthcare, professional services or any phone-based role, these courses provide essential telephone customer service training to lift customer experience and business outcomes.

Across the range, participants gain practical tools to handle calls professionally, improve CSAT and strengthen your brand.

Job Suitability for Phone Based Customer Service training

Common roles that benefit include:

  • Call centre agents: Inbound inquiries, complaints or support calls
  • Reception & office staff: Managing incoming calls for businesses and service desks
  • Customer service teams: Phone-based support across any industry
  • Small business teams: Anyone taking customer calls seeking stronger professionalism
  • Healthcare & professional services: Patient and client phone interactions
  • Retail & ecommerce support: Product inquiries, complaints and orders by phone

Phone Customer Service Course Options

Whether you’re onboarding new employees or sharpening existing skills, our structured phone skills training is ready to roll. Choose from Essentials, Foundations and PRO to match the depth and duration you need.

All courses are available as public live online sessions for one or more people, or as private/customised training delivered online or onsite.

Compare Our 3 Phone Customer Service Courses

Use the table below to choose the right option for your team’s call handling training needs.

Essentials Foundations PRO
Duration 3 hours (1 session) 6 hours (2 × 3 hr) 9 hours (3 × 3 hr)
Best For New hires & refresher training Teams needing deeper skills Advanced development
Delivery Live Online / Private Onsite Live Online / Private Onsite Live Online / Private Onsite
Price $278 pp ex GST $428 pp ex GST $548 pp ex GST
View Course → View Course → View Course →
💡 Discounts available! Save 15% when you book 3 or more people in the same transaction. Group and private pricing available. ACXPA members receive exclusive discounts.

Learning Outcomes from Our Phone Customer Service Training

These programs drive behaviour change fast. Whether training new hires or upskilling seasoned staff, your team will handle calls better, sound more professional and deliver measurable improvements in service and efficiency.

Build rapport fast and make strong first impressions
Structure calls for control and clarity
Use questioning and listening to uncover real needs
De-escalate and handle difficult customers confidently
Reduce call time, repeat contacts and transfers
Improve CSAT and create consistent experiences
Strengthen brand reputation with professional call quality
Apply techniques immediately on the job

Public vs Private Phone Customer Service Training Options

Need to upskill quickly and cost-effectively? Join a public course — ideal for individuals or small teams. Public sessions provide fresh perspectives from peers across industries.

Training a whole team? Run Essentials, Foundations or PRO privately in standard format or customised to your roles, goals and customer scenarios — delivered live online or onsite.

Not sure which is best? Compare options below or contact us.

Feature Phone Service PUBLIC Course Phone Service PRIVATE Course
Who Attends Open to anyone Your team only
Learning Environment Diverse peers and perspectives Focused on your challenges
Dates & Times Set dates You choose
Content Standard skills and structure Tailored agenda and practice
Delivery Live online Live online or onsite
Cost $278–$548 per person Cost-effective for 4+ people
Best For Individuals and small teams Teams needing tailored outcomes
Minimum Numbers None Minimum of 4
View Upcoming Public Courses > Private Training Options >

Why Choose Our Phone Customer Service Training

Trusted by organisations nationwide, we deliver specialist training that produces real results fast.

  • Specialised Expertise: 100% focused on phone-based customer service skills
  • Flexible Delivery: Public or private, online or onsite
  • Proven Methods: Aligned to ACXPA Quality Standards
  • Industry-Leading Trainers: Facilitated by Simon Blair
ACXPA Certified Badge
4.9
Our Phone Customer Service courses are rated 4.9/5.0 from 56+ verified reviews!
Excellent88%
Very good12%
Average0%
Poor0%
Terrible0%

What Our Customers Are Saying

View all customer testimonials →

🎯 Why Our Specialist Training Gets Better Results

We live and breathe customer service. Our trainers are industry experts who’ve spent years on the front line — not generic presenters reading off PowerPoint slides. We’re specialists, not a ‘one-size-fits-all’ training company, and every program is built to deliver real, lasting impact. Here’s what sets our training apart:

📞 100% Phone-Focused

Every technique, tip and activity is built around phone interactions — not generic customer service fluff.

🧠 Based on Real Evaluations

We’ve assessed over 50,000 phone calls. Our training is grounded in what actually drives better outcomes.

🎬 Engaging, Practical Sessions

Role-plays, live demos, group challenges — we keep learners involved and applying what they’ve learned.

🧑‍🏫 Trainers Who’ve Done the Job

Our facilitators are seasoned pros who’ve worked the phones and led teams. Zero fluff. All substance.

📊 Measurable Results

We focus on skills that lift call quality, customer satisfaction and first call resolution — and help you track progress over time.

✅ Aligned to Industry Standards

Training is designed to help your team meet the ACXPA Phone Quality Standards for consistency and professionalism.

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

Book a Public Phone Customer Service Course

Upcoming dates for the Phone Customer Service courses are listed below. Choose your preferred session and secure your place instantly.

💳 Checkout online with a credit card, or request an invoice during the booking process.

Need help before booking?
Call us on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne, Australia) or send us a message.

Training a whole team? Explore private course options.

💡 Poor phone experiences drive customer churn fast. Investing in phone customer service training ensures your staff create positive first impressions, reduce complaints, and strengthen your brand reputation.

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Today

October 2025 Phone Customer Service PRO

Online via Zoom
Price: $548.00 AUD ex GST

Equip 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.

Phone Customer Service Training FAQs

Common questions about our phone customer service training, including delivery options and how to choose between Essentials, Foundations and PRO.