Expert Phone Customer Service Training
Deliver Professional and Engaging Customer Service Over the Phone
Your phone-based employees are the voice of your business.
Every call shapes brand perception, customer loyalty, and revenue. But without the right training, inconsistent service can lead to frustrated customers, lost opportunities, and higher stress for employees.
Our Phone Customer Service Training equips your team with proven techniques, confidence, and practical skills to handle customer calls professionally and effectively.
Developed by industry experts and aligned with best practices from the Australian Customer Experience Professionals Association (ACXPA), our training ensures every call is a positive, engaging, and productive experience.
Whether you’re training new employees or upskilling existing staff, our structured courses and private training options help build phone customer service excellence across your team.
Learn more about our in-person frontline customer service training courses by exploring the page or jump straight to a key section:
Why Phone Customer Service Training is Essential
Your phone-based employees are the voice of your business.
Every call shapes brand perception, influences customer loyalty, and directly impacts revenue.
Yet, many employees handling customer calls receive little to no formal training, leading to frustrating customer experiences, lost business opportunities, and higher stress for staff.
Our Phone Customer Service Training programs provide employees with the confidence and skills to handle customer interactions professionally and effectively over the phone.
From managing first impressions to handling difficult callers, we equip your team with proven techniques that create immediate and lasting improvements in service quality.
Whether your employees work in call centres, reception, office support, small businesses, or customer service teams, investing in phone customer service training ensures they deliver positive, professional, and efficient service—every time.
Investing in phone customer service training delivers measurable improvements in key business areas.
Well-trained employees provide exceptional service, leading to higher customer satisfaction, reduced call handling times, and a stronger brand reputation.
Our training programs focus on building these critical phone customer service skills:
This is why our Phone Customer Service Training programs focus on developing essential soft skills for customer service, ensuring employees can build rapport, handle challenges with confidence, and deliver a consistently high level of service.
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.
Aligned with Industry-Recognised Phone Quality Standards
Our Phone Customer Service Training is aligned with the Australian Phone Quality Standards, developed by the Australian Customer Experience Professionals Association (ACXPA).
ACXPA is the leading industry body assessing and benchmarking the quality of phone-based customer service across multiple industries in Australia.
Their Call Centre Rankings provide independent insights into service standards and best practices.
By following these proven frameworks, our training ensures your team – whether in a call centre, office, reception, or any phone-based customer service role – delivers professional, efficient, and customer-focused phone interactions that meet the highest industry standards.
Who Will Benefit from Phone Customer Service Training?
Our Phone Customer Service Training courses are designed for employees who handle customer interactions over the phone and want to improve their service skills, confidence, and professionalism.
Whether your team works in call centres, reception, office support, small businesses, healthcare, professional services, or any phone-based customer service role, these courses provide the essential skills to create exceptional customer experiences and improve business outcomes.
Typical roles that will benefit from 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.
Across our range of courses, your employees will gain the confidence and expertise to handle customer interactions professionally, enhance customer satisfaction, and strengthen your business’s service reputation.
Explore Our Ready-Made Phone Customer Service Courses
We offer three ready-made course options, designed to equip employees in phone customer service roles with the skills, confidence, and techniques to deliver exceptional service.
Our structured approach ensures maximum impact with minimal disruption, allowing businesses to train their teams efficiently without the hassle of creating a program from scratch.
Each course is delivered live and online by industry expert Simon Blair, providing a practical and interactive learning experience.
Whether your team needs foundational customer service training or advanced skills in managing difficult customers, our courses provide the right balance of proven techniques, hands-on practice, and real-world application to drive measurable results.
Benefits of Our Ready-made Courses:
Proven Framework
Developed from decades of experience, aligned with industry best practices and real-world frontline customer service challenges.
Flexible Levels
Choose the course that best suits your team – from frontline customer service essentials to advanced customer handling techniques.
Hassle-Free Training
No need to design a curriculum – we’ve done the work for you, ensuring a seamless and engaging learning experience.
While our three-course structure works for most businesses, we also understand that every organisation is unique.
If you need a tailored solution, we can custom-design a training program to address your specific challenges and business goals.
Browse the options below to find the perfect course for your team, or contact us to discuss private and custom training solutions.
Explore Our Three Ready-Made Phone Customer Service Courses:
Phone Customer Service Essentials (3 Hours)
The Essentials course provides a fast, effective way to equip employees with the critical phone customer service skills needed to create outstanding first impressions and handle customer interactions professionally.
With a focus on the core fundamentals, this 3-hour course is perfect for onboarding new hires or refreshing skills for existing team members in phone-based customer service roles.
Course Details:
- Name: Phone Customer Service Essentials
- Duration: 1 x 3 hours
- Price: $278.00 ex GST per person
- Outcomes:
- Develop confidence in phone-based customer interactions.
- Learn structured approaches for managing difficult calls and customer concerns.
- Enhance professionalism, tone, and call control techniques.
Why Choose This Course?
This course is ideal for businesses seeking a quick yet effective training session that delivers
immediate improvements in phone-based customer service performance.
Phone Customer Service Foundations (6 Hours)
The Foundations course builds on core phone customer service principles by equipping employees with deeper skills in handling customer interactions, improving communication, and maintaining consistently high service standards over the phone.
Delivered across two interactive 3-hour sessions, this course is designed for employees who need more advanced techniques to manage a variety of real-world phone service situations effectively.
Course Details:
- Name: Phone Customer Service Foundations
- Duration: 2 x 3-hour sessions
- Price: $428.00 ex GST per person
- Outcomes:
- Improve customer engagement and build stronger rapport over the phone.
- Develop confidence in handling service challenges, including complaints and difficult callers.
- Enhance problem-solving skills to deliver fast and effective resolutions.
Why Choose This Course?
This course is ideal for businesses looking to elevate their phone-based customer service team's capabilities and ensure consistently high service standards.
Phone Customer Service PRO (9 Hours)
The PRO course is designed for phone-based customer service employees who want to develop expert-level communication skills, confidently handle challenging calls, and create consistently positive customer experiences.
Delivered across three engaging 3-hour sessions, this course provides in-depth coaching and practical techniques that can benefit employees of all experience levels—whether they are new to customer service or looking to refine and elevate their existing skills.
Course Details:
- Name: Phone Customer Service PRO
- Duration: 3 x 3-hour sessions
- Price: $548.00 ex GST per person
- Outcomes:
- Master advanced phone communication techniques to build trust and rapport.
- Develop confidence in managing high-pressure and emotionally charged calls.
- Learn expert strategies for service recovery and turning complaints into positive experiences.
- Gain a deeper understanding of customer behaviour and service psychology over the phone.
Why Choose This Course?
This program is ideal for any phone-based customer service employee—whether new to the role or experienced—who wants to develop elite phone customer service skills, confidently handle difficult situations, and deliver outstanding service experiences.
Compare Our Frontline Customer Service Courses
Not sure which course is right for your team? Use the table below to compare our Essentials, Foundations, and PRO training options to find the best fit for your business.
| Feature | Essentials | Foundations | PRO |
|---|---|---|---|
| Duration | 3 Hours (Single session) | 6 Hours (2 x 3-hour sessions) | 9 Hours (3 x 3-hour sessions) |
| Best For | New hires, refresher training & fast impact with minimal time |
Teams needing deeper skills with more practice |
Those wanting expert-level customer service training |
| Delivery Format | Public Courses: Live Online Private Training: Online or Onsite |
Public Courses: Live Online Private Training: Online or Onsite |
Public Courses: Live Online Private Training: Online or Onsite |
| Price | $278 per person | $428 per person | $548 per person |
| Learn More > | Learn More > | Learn More > |
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!
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 >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 training options to suit your team’s requirements.
Our public Phone Customer Service 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 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 - $548 per person (depending on the course) | 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. |
Concerned About Online Learning? Here’s Why It Works
Many businesses worry that online training for phone customer service won’t be as engaging or effective as in-person training sessions.
However, our live online training is designed specifically for interaction, practical learning, and real-world application.
- Highly interactive sessions: Delivered via Zoom or Teams, employees participate in scenario-based role plays, group discussions, and collaborative activities.
- Practical & hands-on learning: Employees practice handling real-world customer interactions with immediate expert feedback and coaching.
- Convenient & flexible scheduling: Short, focused sessions fit around shift patterns, reducing business disruption and improving retention.
- Join from anywhere: No need for travel – employees can learn from their workplace or home while still engaging with peers and trainers.
- Cost-effective training: Save on travel, accommodation, and venue hire costs while delivering high-impact learning for your team.
- Industry-aligned training: Our courses follow best practices from the ACXPA Customer Service Quality Standards, ensuring real-world relevance and practical takeaways.
Our online training delivers the same high-impact learning experience as in-person workshops – ensuring your employees leave with immediate, actionable skills to improve customer interactions.
💡 Prefer face-to-face training? We also offer onsite training (minimum numbers and additional costs may apply) — contact us for more details.
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 >
Amazing course!
The course was amazing, Nant made hard concepts so easy to understand by the way she worded things. She is a very intelligent person! Her knowledge of the human mind and how humans behave in a social setting was on point.
Response from CX Skills
Thanks Nina, we agree – Nant is like a walking encyclodedia of all things health and wellness but not in a nerdy way! Glad you enjoyed the course 🙂
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.
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the 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!
Response from CX Skills
Thanks Michael, we had a great time designing and delivering your program – thanks for all your hospitality and having such an engaged team. We look forward to hearing about your successes!
Highly Recommend for any Contact Centre Leader
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Response from CX Skills
Thanks Michelle, Marc has a ton of experience and is passionate about helping others forge their career in the industry so thrilled to hear that the training hit the spot and their are some takeaways that you are already embedding!
Great Time Spent with Justin!
The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.
The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.
Response from CX Skills
Thanks Katie for the lovely review. Justin is certainly very passionate about all things contact centres and we’re thrilled to hear there were lots of takeaway!
Great course!
I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.
We had a smaller group session and it was the perfect way to absorb all the learnings.
Response from CX Skills
Thanks Stephanie, thrilled to hear you enjoyed the course! Thanks for taking the time to leave a review 🙂
Great Trainer!
I felt Daniel was a wonderfully positive and communicative presenter.
Response from CX Skills
Thanks Lauren, indeed – he’s terrefic and we’re thrilled to work with him on a regular basis!
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 >
Ready to Elevate Your Team’s Phone Customer Service Skills?
Invest in your team with live, interactive training designed for employees delivering customer service via the phone channel.
Our expert-led courses provide practical skills your employees can apply immediately, helping to improve customer satisfaction, efficiency, and confidence.
Choose the Best Training Option for Your Team
• Public Course Dates: Secure your spot in one of our upcoming public courses. See the available dates below.
• Private Training: Need more flexibility? Contact us for a tailored quote and scheduling options.
How to get in touch: Call us on 03 9008 7287, email us at enquiries@cxskills.com.au, or send us a message >
Upcoming Public Frontline Customer Service Training Courses:
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.
May 2025 Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe May 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour sessions.
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.
June 2025 Customer Service Phone Professionals
Online via Zoom Price: $548.00 AUD ex GSTEquip your employees with superior phone customer service skills in the June 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.
June 2025 Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe June 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour sessions.
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 on Training & Improve Customer Interactions with ACXPA
The Australian Customer Experience Professionals Association (ACXPA) helps businesses across all industries deliver better customer experiences, improve service quality, and develop high-performing teams.
As an ACXPA member, you'll get 25% off all CX Skills courses, plus access to industry benchmarks, expert insights, best-practice resources, and a network of professionals to help you enhance your customer service capabilities.
📢 Annual Membership starts from just $35 per employee – saving you money on training while providing ongoing professional development.
🚀 Learn How ACXPA Helps Your Business >Frequently Asked Questions (FAQs)
Who should attend these courses?
Our Phone Customer Service Training courses are designed for employees who handle customer interactions over the phone and want to enhance their communication skills, confidence, and professionalism.
Whether your team works in call centres, reception, office support, healthcare, professional services, or any phone-based customer service role, these courses provide essential skills to deliver exceptional service.
What’s the difference between public and private courses?
• Public courses are scheduled training sessions where employees from different companies join together for structured learning. Ideal for smaller teams or individual employees.
• Private courses are exclusive to your organisation, allowing for flexible scheduling and customisation to focus on your specific challenges and objectives.
Are the courses delivered online or in person?
All public courses are delivered live online via Zoom (or Teams), providing an engaging and interactive learning experience without the need for travel.
Private courses can be delivered online or onsite at your location (travel fees may apply).
How long are the courses, and what’s included?
• Essentials Course: 1 x 3-hour session covering core phone customer service skills.
• Foundations Course: 2 x 3-hour sessions focusing on deeper engagement and communication strategies.
• PRO Course: 3 x 3-hour sessions including advanced skills, complaint handling, and professionalism.
All courses include interactive exercises, role-playing scenarios, and real-world application.
What if I need to train my entire team?
For larger teams, a private training session is the best option. We can schedule sessions to fit your business operations and customise the training content to meet your team’s needs.
Contact us for a customised quote.
Can the content be customised for our business?
Our courses are designed to cover a broad range of phone customer service skills.
While public courses follow a structured curriculum, private courses allow you to:
• Adjust course length based on your team’s availability.
• Focus on specific customer service challenges in your business.
• Incorporate real-world scenarios, business processes, or role-playing exercises.
If you’d like a fully tailored training solution, get in touch to discuss your requirements.
Is online training more cost-effective than in-person training?
Online training reduces costs associated with travel, venue hire, and catering, making it a cost-effective option while still delivering high-impact learning.
With live online training, you get:
• Expert-led training without travel expenses.
• Flexible scheduling that minimises disruption.
• Smaller, interactive sessions for better engagement.
How do I book a course?
• Public Courses: View upcoming dates and click “Learn More & Get Tickets” to book online.
• Private Courses: Contact us to discuss your training needs and receive a customised proposal.