Public Sector Customer Service Training
Proven customer service training designed for councils, departments, and government agencies
Public Sector Customer Service Training is a core part of what we do at CX Skills — with a wide range of courses already trusted by councils, regulators, and government departments across Australia. From mastering difficult conversations to managing customer complaints, onboarding new team members, or improving email communication, we’ve developed a suite of purpose-built programs that help government teams thrive under pressure.
But after years of working closely with the public sector, we identified a recurring gap — the need for an all-rounder course that builds capability across all key service channels: phone, email, and face-to-face.
These core channels still drive the majority of community and stakeholder interactions, yet staff are often left to ‘figure it out’ without structured training. That’s why we created these three public sector–specific courses, designed to strengthen service skills, confidence, and consistency across any touchpoint.
Whether your teams support internal departments, the broader community, or both, these programs help staff navigate high volumes, complex systems, sensitive enquiries, and emotionally charged interactions with empathy and professionalism, even in high-stress environments.
This isn’t generic customer service training. Each course is mapped to the ACXPA Customer Service Quality Standards — the same standards used to assess and rank public sector contact centre performance — so you can trust the frameworks are built to deliver meaningful results in real-world public sector settings.
Explore the three course levels below or get in touch to discuss a tailored program for your team.
Learn more about our customer service training courses for public sector employees by exploring the page, or jump straight to a key section:
Why Customer Service Training Matters in the Public Sector
From local councils to state departments and federal agencies, frontline staff play a critical role in shaping how the public experiences your organisation.
They’re expected to handle high volumes of phone calls, emails, and walk-ins — often involving complex issues, emotional situations, or service constraints that are out of their control. And they do it all under increasing pressure to deliver more with fewer resources, tighter budgets, and heightened public expectations.
Even with strong systems and internal processes, delivering great customer service in this environment requires more than goodwill — it requires structure, confidence, and practical, repeatable techniques.
That’s exactly what our public sector training delivers. We equip your team with the tools to:
Communicate with clarity and respect: Confidently handle enquiries across phone, email, and face-to-face — even when emotions run high.
Handle complaints with empathy and structure: Use proven techniques to de-escalate situations and resolve issues while maintaining professionalism.
Boost efficiency and consistency: Deliver high-quality service despite system limitations, complex policies, or departmental handovers.
Strengthen public trust: Build confidence in your organisation with every interaction — no matter the channel or complexity of the enquiry.
Whether you’re a council, department, regulatory body, or public-facing agency, we tailor each course to reflect the real-world challenges your teams face every day — and provide the tools to meet them with confidence.
Why Invest in Customer Service Training?
Great customer service in the public sector isn’t just a nice-to-have — it’s a strategic advantage. When frontline teams are confident, consistent, and equipped with proven techniques, the impact is felt across the entire organisation.
And when people can’t take their business elsewhere, every interaction counts.
That’s why we don’t just talk about standards — we measure them.
CX Skills is aligned with the Australian Customer Experience Professionals Association (ACXPA), the independent body behind the monthly Council Call Centre Rankings.
Every month, ACXPA assesses and benchmarks real customer interactions with councils across Australia, using over 80 independent criteria from wait times, the soft skills of agents and lots more.
These insights directly inform our training, giving your team access to the same proven techniques and standards used to assess and rank Australia’s best.
Here’s what the right training delivers:
This is why our Public Sector Customer Service Training programs focus on building the practical skills and confidence your team needs to deliver professional, consistent, and efficient service across every community interaction.
Who Are These Courses Designed For?
Whether you’re part of a local council, government department, regulatory body, or public-facing agency, your frontline staff shape how the public experiences your organisation.
From answering complex phone calls to supporting walk-ins or responding to email enquiries, employees in these roles juggle high expectations, limited resources, and increasing pressure to deliver quality service — even when situations are emotional, technical, or outside of their control.
Our training is built specifically for these environments, helping your team develop the structure, skills, and confidence to engage respectfully, resolve issues effectively, and support trust in your organisation — every day.
Our training is ideal for any public sector team who handles enquiries from the community – especially those on the front line.
These courses are ideal for:
New starters who need structured customer service skills from day one.
Existing team members needing a refresher or consistency boost.
Staff who’ve never had formal customer service training.
Common roles that benefit include:
If your team supports the community in any form — whether through services, information, support, or regulation — our courses will help them do it with empathy, professionalism, and confidence.
Explore Our Purpose-Built Public Sector Customer Service Training Courses
Our structured three-level training framework is designed specifically for councils, departments, and other government organisations. Each course builds on practical communication skills, emotional intelligence, and the ability to manage enquiries professionally across all service channels.
All courses are delivered privately for your team only and include tailored examples, scenarios, and a supporting workbook to ensure relevance and long-term impact.
Proven Framework
Built on decades of experience and aligned with ACXPA standards, our training reflects the real-world challenges of customer service in the public sector.
Flexible Levels
Select the course level that best fits your team – from developing core skills to mastering complex interactions in high-pressure environments.
Tailored & Turnkey
No need to build your own training program. We've done the heavy lifting, with ready-to-go content tailored for your environment and delivered with minimal disruption.
Our three-course structure suits most public sector teams, but we know every department is different. If you’d prefer a completely custom program, we’re ready to help.
Browse the three course options below or get in touch to discuss a tailored solution.
Public Sector Customer Service Essentials (3 Hours)
The Essentials course provides a fast, effective way to equip your frontline staff with the critical customer service skills needed to represent your council or department professionally and confidently across all channels.
With a focus on the core fundamentals, this 3-hour course is perfect for onboarding new hires or refreshing skills for existing team members who engage with the community via phone, email, or in person.
Course Details:
- Name: Public Sector Customer Service Essentials
- Duration: 1 x 3 hours
- Price: $278.00 per person ex GST
- Outcomes:
- Develop confidence in handling phone, email, and face-to-face enquiries.
- Learn structured techniques to manage difficult or frustrated community members calmly and professionally.
- Enhance communication and presentation skills in a public-facing environment.
Why Choose This Course?
This course is ideal for government organisations looking for a quick yet effective training session that delivers immediate improvements in customer service for staff dealing directly with the community.
Public Sector Customer Service Foundations (6 Hours)
The Foundations course takes a deeper dive into customer service techniques for public sector employees, helping them manage more complex enquiries, build trust with the community, and maintain professionalism under pressure.
Delivered over two 3-hour sessions, this course is designed for staff who have mastered the basics and are ready to enhance their capability, consistency, and confidence across all service channels.
Course Details:
- Name: Public Sector Customer Service Foundations
- Duration: 2 x 3-hour sessions
- Price: $428.00 per person ex GST
- Outcomes:
- Improve engagement strategies when dealing with community members across phone, email, and in-person enquiries.
- Build confidence through practical role-plays and public sector-specific scenarios.
- Strengthen resolution and empathy skills to manage sensitive or challenging interactions effectively.
Why Choose This Course?
This course is ideal for councils and government departments seeking to upskill their frontline teams to confidently manage complex interactions, resolve issues efficiently, and deliver service that earns community trust.
Public Sector Customer Service PRO (9 Hours)
The PRO course is our most advanced customer service training program for public sector professionals who need to consistently perform at a high level – even under pressure, public scrutiny, or emotionally sensitive situations.
This three-session (9-hour) training program is designed for experienced staff managing complex enquiries, high call or email volumes, and frontline interactions where professionalism, empathy, and clarity are critical.
Course Details:
- Name: Public Sector Customer Service PRO
- Duration: 3 x 3-hour sessions
- Price: $548.00 per person ex GST
- Outcomes:
- Enhance community engagement using advanced rapport-building and communication strategies.
- Strengthen confidence and control when managing escalations or emotionally charged situations.
- Embed a consistent, high-standard approach to service delivery across all community touchpoints.
Why Choose This Course?
This course is ideal for councils and departments seeking to elevate their most experienced team members – giving them the tools to lead by example, support their colleagues, and deliver high-quality service in even the most demanding situations.
Compare Our Public Sector Customer Service Courses
Not sure which public sector customer service 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 | Online or Onsite | Online or Onsite | Online or Onsite |
| Price | $278 per person | $428 per person | $548 per person |
| View Modules > | View Modules > | View Modules > |
Course Workbook Included
All participants receive a professionally designed course workbook to support their learning during and after the training.
It includes the structure taught in the course, useful phrases, practical tips, and space for personal notes – making it a handy on-the-job reference.
Flexible Training Formats to Suit Your Team
We understand that public sector teams have unique operational demands, tight schedules, and varying levels of digital readiness. That’s why our Public Sector Customer Service Training is available in multiple formats to suit your team’s preferences, location, and budget.
Choose the format that works best for your organisation:
Onsite Training
Our expert trainers come to your premises, delivering tailored face-to-face sales workshops for your team. Minimise travel time and maximise engagement.
Live Online Training
Highly interactive, instructor-led sessions via Zoom (or Teams). Break training into smaller, manageable sessions to suit busy teams with a lower cost.
Self-Paced Learning
Flexible online courses with videos, workbooks, and resources. Learn anytime, anywhere at your own pace with hundreds of courses to choose from!
Private & Public Training Options
Our Public Sector Customer Service Training courses are offered exclusively as private training programs so we can tailor the content, examples, and delivery to suit your department, processes, and community needs.
That said, we also offer a wide range of public customer service courses, which continue to be popular with public sector organisations. They’re a great option if you:
- Only have one or two staff to train at a time
- Need onboarding for new team members who missed earlier private training
- Want staff to hear different perspectives and techniques from other industries
Both options are valuable depending on your needs – and we’re happy to help you decide the best fit.
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all organisations (incl. public sector) | Exclusively your team |
| Learning Environment | Hear diverse insights from different industries | Fully tailored to your department's services, scenarios, and policies |
| Dates & Times | Fixed schedule, easy to plan | Completely flexible to your availability |
| Content | Standardised training (core skills) | Customised to your team's needs and service context |
| Delivery Method | Live online only | Live online or onsite |
| Cost | $278 - $548 per person (depending on the course) | More cost-effective for larger groups |
| Best For | Small numbers, new hires, or ad hoc training needs | Teams seeking consistent, relevant, high-impact training |
| Minimum Numbers | No minimum (train as little as one person) | Minimum of 6 participants |
| View Available Public Courses > | Learn More About Private Training > |
Looking for a More Targeted Customer Service Course?
While our Public Sector Customer Service courses provide a complete foundation, some teams prefer to focus more narrowly on a single area of service delivery.
These private-only training options are ideal as standalone sessions or follow-up training — allowing you to go deeper into face-to-face service, phone-based communication, or managing difficult interactions.
Frontline Customer Service Training
Focused on face-to-face interactions, perfect for public counters, customer service desks, and onsite roles.
Learn More >Phone Customer Service Training
Designed to sharpen call handling, tone, and empathy for employees who primarily work over the phone.
Learn More >Managing Difficult Customers
Intensive workshop focusing entirely on defusing tension, building resilience, and assertive service techniques.
Learn More >Not Sure About Online Learning? Here’s Why It Works for Public Sector Teams
We understand that some public sector organisations may be hesitant about online training — especially for roles that interact directly with the community.
However, our live online sessions are built for engagement, skill development, and immediate workplace application — and they consistently deliver great outcomes for councils, departments, and agencies across Australia.
- Interactive and hands-on: Delivered via Zoom or Teams, sessions include role plays, scenario-based activities, and practical coaching — not passive webinars.
- Tailored for public sector environments: All examples and exercises are customised for government roles, ensuring relevance from start to finish.
- Flexible and efficient: Short, focused sessions fit around rosters and operational needs without the disruption of full-day training blocks.
- Perfect for remote and regional teams: Online delivery removes travel barriers, allowing employees across multiple locations to participate together in real time.
- Consistent training at scale: Online delivery makes it easier to roll out high-quality, standardised training across teams of all sizes and locations.
- Actionable skills from day one: Every module is built around practical techniques your staff can apply immediately to improve service outcomes.
Our online training delivers the same impact as onsite workshops — giving employees the confidence and capability to deliver great customer service, wherever they work.
💡 Still prefer in-person delivery? All courses are available onsite for private groups (minimum numbers and travel fees may apply) — contact us for more details.
Why Government Teams Choose CX Skills
With hundreds of satisfied customers across Australia, we’ve built a reputation for delivering practical, results-driven training — especially for public sector teams on the front line.
Here’s why government organisations trust CX Skills:
• We’re proudly small (but mighty): CX Skills is a 100% Australian-owned and operated small business. That means personalised service, faster decisions, and training that’s actually designed for the real world — not churned out by a corporate machine.
• Deep Public Sector Experience: We’ve worked with councils, government departments, agencies, and regulators across Australia. Every course is customised to reflect the public-facing challenges your teams navigate daily.
• Built on Proven Standards: Our soft skills training aligns with the Australian Customer Experience Professionals Association (ACXPA) Quality Standards, the same framework used to assess and rank council contact centres every month.
• Flexible Delivery Options: Whether you need private team sessions or want to book individuals into public dates, we offer all formats live online or onsite — whatever works best for your team.
• Practical, Engaging Facilitation: Our trainers aren’t just subject matter experts — they know how to make sessions practical, enjoyable, and relevant for government staff in real-world roles.
Trusted by Government Organisations Across Australia
From councils and regulatory bodies to federal agencies and community services, here are just some of the public sector organisations that have had employees complete CX Skills training.
What Government Employees Are Saying
It’s not just logos – here’s what real public sector employees have said after completing a training course with CX Skills.
Great introduction to Journey Mapping!
We have recently begun our Customer Experience journey and a huge part of this is understanding the Customer Journey. What a great course this was to introduce us to what it was all about.
We had the best trainers in Rod and Simon and the course was really well structured. Done over 2 sessions, it took us through the basics then gave us some time to piece together a map ourselves. It opened my eyes to things that I hadn’t considered were part of a customer journey before.
Overall, a fantastic course to begin with, well structured, very informative and well-paced with lots of time to ask questions and consider scenarios.
Knowledgeable and Engaging
I recently completed the Customer Journey Mapping course, and it was an incredibly insightful and valuable experience. The course content was well-structured and covered all the essential aspects of customer journey mapping, from understanding customer personas to creating detailed journey maps.
The instructors were knowledgeable and engaging, providing real-world examples that made the concepts easier to grasp. Overall, I highly recommend this course to anyone looking to enhance their skills in customer journey mapping.
It has equipped me with the knowledge and confidence to improve customer experiences and drive better business outcomes.
Great Course with a Great Trainer
Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.
Positive training course
I would like to show much appreciation to Simon and Nant for their customer foundation course. Simon and Nant were engaging and personable.
The teachings were related back to our work situations which was most helpful. The health and wellbeing model was a very valuable experience – allowing for vulnerability.
I have already used some of the strategies in my personal life and will continue to put the teachings into practise within my working relationships as well as my personal relationships with family and friends.
Thank you for sharing your experiences and guidance.
Definitely essential!
This course provided me with both professional and personal skills. I feel more confident in how to approach difficult interactions with others. What I learnt will now be part of my daily routine. Thank you Nant!
Comprehensive & Engaging!
Simon conducted an extremely comprehensive Customer Service Phone Pro Training. His knowledge was incredibly impressive and I’m very grateful to have taken away so many new skills.
Simon gave valuable advice for not only how we communicate with customers but also with family, friends and strangers. I will definitely be applying my new learning in everyday life.
What a Great Course!
So much information but all extremely valuable. Daniel and Marcus were nothing but fantastic throughout this course. Will definitely recommend to my colleagues and friends
Highly Recommended!
I just completed the contact centre management fundamentals 4 x 4-hour workshop and it was fantastic! The facilitator (Daniel Ord) was really engaging and explained everything from WFM to forecasting in an easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Thoroughly enjoyed this course!
This course was very true to its name and provides a comprehensive overview and understanding of the competencies of successful CX Management. Daniel was extremely engaging, exceptionally well versed in the theory and allowed for some very rich contributions and shared learnings from across the group.
Highly recommend for anyone looking to expand their knowledge in this space and those looking to pursue their CCXP accreditation.
Outstanding in every way!
Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.
Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and to learn from each other as well as supporting each other in progressing theory into current real-life examples.
Cannot speak enough about the after course work and the offering Justin provides for the CX community.
Loved this course!!!
I’d been looking for this type of training for some time and it certainly exceeded all my expectations. A great opportunity to learn the fundamental principles and frameworks behind Customer Experience and Daniel was a great presenter!
The Gold Standard for CX Professionals!
The best days I’ve spent in training for a long time! This course is the ‘gold standard’ for Customer Experience Professionals looking to sharpen their skills and understanding of the six core competencies needed to effectively lead and transform their organisation’s Customer Experience
One of the best courses I've done in my career!
It is one of the best courses I have done in my career. It was all so relevant and logical. My challenge now will be ‘where to start’! It was great meeting everyone and hearing their stories too.
Ready to Train Your Public Sector Team?
All of our Public Sector Customer Service courses are delivered privately, allowing us to tailor the content and examples to suit your department, council, or agency.
Whether you're looking to upskill a small team or deliver consistent training across multiple sites, we can help you find the right fit.
+61 3 9008 7287 (Mon–Fri, 8:30am to 5:30pm Melbourne/Sydney, Australia)
Frequently Asked Questions (FAQs)
Who should attend these courses?
These courses are ideal for staff working in customer-facing roles across government departments, councils, and agencies – including call centres, front counters, administration, community services, and more. They’re suited for both new and experienced staff looking to build confidence, consistency, and professionalism in how they support internal or external customers.
What’s the difference between public and private courses?
• Public courses are open to all organisations and scheduled on fixed dates. They’re ideal for training individuals or small numbers of staff.
• Private courses are exclusively for your organisation. We can tailor the content, examples, and delivery to meet your specific needs – with flexible dates and delivery either online or onsite.
Can the content be customised?
Absolutely. For private training, we can shorten, extend, or remove modules, tailor scenarios to suit your environment, or add focus areas based on your priorities. Just let us know what you need when you enquire.
Is there a minimum number of participants?
Private training sessions require a minimum of six participants. If you have fewer than six people, our public courses are a great alternative.
How long are the ready-made courses, and what’s included?
• Essentials Course: 1 x 3-hour session – fast, high-impact training.
• Foundations Course: 2 x 3-hour sessions – deeper exploration of techniques.
• PRO Course: 3 x 3-hour sessions – advanced strategies for experienced teams.
All courses include real-world examples, role-play, expert coaching, and a digital workbook.
How do we pay for the training?
We work with many government clients and can issue invoices with purchase order numbers or your preferred procurement references. Alternatively, you can choose to pay via credit card securely online.
How do I book a course?
To arrange a private course, simply contact us with your requirements and we’ll provide a tailored proposal including dates, pricing, and delivery options.