Phone Customer Service Training

Deliver exceptional service over the phone with structured, expert-led training designed for Australian businesses.

Whether you need fast onboarding for new hires, want to refresh your team’s skills, or are ready to level up to advanced techniques, we’ve got a course to match.

  • 3 Ready-made course options - Essentials, Foundations & PRO
  • Live, facilitated online public courses available
  • Private or customised options available (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. But without the right training, even experienced staff can struggle to deliver a consistently professional, effective phone experience — costing you sales, customer loyalty and staff morale.

Our Phone Customer Service Training programs are built to equip your team with the essential skills, structure and confidence to handle phone interactions professionally and efficiently.

  • Build rapport quickly and leave great first impressions
  • Stay in control of calls with clear, proven techniques
  • Learn how to 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 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.

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.

Job Suitability for Phone Based Customer Service training

Common roles that benefit from phone customer service training include:

  • Call centre agents: Staff handling inbound customer inquiries, complaints, or support calls.
  • Receptionists & office staff: Managing incoming calls for businesses, government offices, or service desks.
  • Customer service teams: Phone-based support across any industry.
  • Small business owners & employees: Anyone taking customer calls who wants to improve service and professionalism.
  • Healthcare & professional services: Staff managing patient, client, or customer calls in clinics, law firms, etc.
  • Retail & eCommerce support: Phone-based teams handling product inquiries, complaints, and orders.

Looking for something different? We also offer training for frontline (in-person) customer service, reception teams, and managing difficult customers. Explore all customer service courses

Structured, Ready-to-Deliver Courses

Whether you’re onboarding new employees or want to sharpen the skills of your existing team, our Phone Customer Service courses are ready to roll. We’ve designed three clear training options — Essentials, Foundations and PRO — so you can choose the right level of depth and duration for your needs.

All courses are available as public live online sessions, where you can enrol one person or your whole team. Prefer a private session? We also offer customised training delivered online or onsite — minimum numbers and additional costs may apply.

Compare Our 3 Phone Customer Service Courses

Not sure which course is right for your team? Use the table below to compare our Essentials, Foundations, and PRO options to find the best fit.

Essentials Foundations PRO
Duration 3 Hours (1 session) 6 Hours (2 × 3hr sessions) 9 Hours (3 × 3hr sessions)
Best For New hires & refresher training Teams needing deeper skills Those wanting expert-level training
Delivery Format 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
Learn More → Learn More → Learn More →
💡 Discounts available! Save 15% when you book 3 or more people in the same transaction, enjoy special rates for group bookings and private sessions, plus exclusive discounts for ACXPA Members.

How These Customer Service Phone Courses Deliver Real Results

Our Phone Customer Service Training programs are built to drive behaviour change and improve performance — fast. Whether you’re training new hires or upskilling seasoned professionals, these courses help your team sound sharper, handle calls better, and deliver measurable improvements in service and efficiency.

Build rapport fast and make strong first impressions
Take control of conversations with structure and clarity
Use questioning and listening techniques to uncover real needs
Handle difficult customers with calm, confident professionalism
Reduce call times, repeat contacts and unnecessary transfers
Boost customer satisfaction and loyalty with every call
Strengthen your brand with consistent call quality
Empower staff with techniques they’ll actually use

Public vs Private Phone Customer Service Training Options

Need to upskill quickly and cost-effectively? You can join a public course — perfect for individuals or small teams. Public sessions are a great way to sharpen skills while gaining fresh insights from others across industries.

If you’re training a whole team, all of our Essentials, Foundations and PRO Phone Customer Service Training courses can be delivered privately — either in their standard format or tailored to match your specific roles, goals and customer challenges.

Prefer a completely bespoke solution? We can design a custom training program from the ground up, drawing on our proven frameworks to meet your team’s unique needs.

The comparison below shows how our public and private training options stack up so you can choose the best fit. Still unsure? Get in touch — we’re happy to help.

Feature Public Course Private Course
Who Attends Open to individuals and teams from any organisation Just your team — exclusive and tailored
Learning Environment Diverse perspectives and networking with others across industries Focused learning experience aligned to your team’s challenges
Dates & Times Set dates published in advance You choose the dates that work for your team
Content Standard course structure covering core phone service skills Customised agenda to suit your team’s roles and goals
Delivery Method Live online via Zoom Live online or delivered onsite at your location
Cost $278 – $548 per person (based on the course) Cost-effective for 4+ people
Best For Teams or individuals after a convenient, fixed-date option Businesses needing tailored, flexible training for their staff
Minimum Numbers No minimum — enrol one or more Minimum of 4 participants
View Upcoming Public Courses > Learn More About Private Training >

Why Businesses Choose CX Skills

With hundreds of satisfied customers across Australia, we’ve built a reputation for delivering exceptional training that produces real results — fast.

  • Specialised Expertise: We focus exclusively on phone-based customer service skills.
  • Flexible Delivery: Public courses or private delivery — online or onsite.
  • Proven Methods: Aligned to ACXPA Quality Standards to deliver immediate impact.
  • Industry-Leading Trainers: Facilitated by Simon Blair, one of Australia's most experienced CX trainers.
ACXPA Certified Badge
4.9
Our Phone Customer Service courses are rated 4.9/5.0 from 56+ verified reviews!
Excellent88%
Very good12%
Average0%
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What Our Customers Are Saying

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🎯 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


📅 Upcoming Public Phone Customer Service Courses


Secure a ticket for one of our upcoming public sessions — just pick a date, book instantly, and start transforming your team's phone skills.

Purchase one ticket or send your team, and you can pay instantly via credit card or request an invoice on checkout.

Need help or interested in a private booking?
Call us on +61 3 9008 7287 or send a message.

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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.