Service Experience Essentials Training Course
Service Experience Essentials Course Introduction
The Service Experience Essentials course is a fast-paced, high-impact training session designed to shift mindsets and embed a customer-first culture across your entire business — not just the frontline.
Whether it’s a team member in admin, warehouse, finance, HR, marketing or on the road, every employee plays a role in the customer experience — and this course gives them the clarity, skills and confidence to play it brilliantly.
In just one powerful 3-hour session, your staff will:
- Understand why customer experience (CX) is the ultimate business differentiator
- Learn how their role contributes to CX, even if they don’t speak to customers directly
- Gain practical skills they can use immediately — on the phone, in writing, and when things get tough
We don’t waste time on tired clichés like “put a smile in your voice.” Instead, this course is grounded in real-world best practice — built on ACXPA’s nationally recognised CX Quality Standards and backed by insights from over 50,000 assessed customer interactions.
Attendees will be introduced to the five core competencies and 18 proven behaviours that directly influence customer satisfaction, loyalty and business outcomes.
If your goal is to improve service, boost professionalism, and create better customer conversations from the inside out, this is your course.
In short?
This isn’t just another training session — it’s a 3-hour culture reset for your organisation.
Customer Service Training - Short but Sweet!
Simon provided the perfect balance to deliver an enjoyable but focused message that I think met the needs of our newer staff members as well as our more seasoned staff who live and breathe ‘customer service’.
Having a mixed audience from across our practices for these sessions was a great format, and Simon’s approach was very well received.
I am sure everyone learnt something to take back and hone to improve the service experience for our customers (internal and external), and even our social lives. Thank You Simon!
Service Experience Essentials Course Fast Facts
Here’s a quick overview of what makes the Service Experience Essentials course such an effective and engaging option for your team.
Online or Onsite Options
As a short 3-hour course, the Service Experience Essentials training course can be delivered effectively either onsite or online.
Online/Virtual Training
The online/virtual training option enables a lot more flexibility in scheduling, as well as reduced costs as there is no travel required by our trainers.
The course is delivered virtually via Zoom, which is easily accessible to anyone with an internet browser so your employees can join when working from the office or from home.
Our customer review scores
Onsite Training
Whilst there are many benefits to online training, we understand that some people have a preference for onsite/in-person training.
Onsite training is delivered directly at your workplace to reduce costs and the impact on your operations. Please note, however, that there are some additional costs for on-site delivery, as we need to physically allow time for our trainer to travel to and from your business.
Regardless of your preferences, at just three hours long, you can be assured your employees will enjoy a great session with high engagement and tangible learning outcomes.
Who is this course suitable for?
The Service Experience Essentials course is designed for any employee who interacts with internal or external customers — whether they’re answering phones, managing projects, driving trucks, or balancing the books.
Customer experience isn’t just a frontline issue — it’s a whole-of-business priority.
That’s why this course works across all industries, roles, and age groups — from new recruits to seasoned leaders.
Whether:
- You have team members who’ve never received formal customer service training,
- You’re onboarding new staff and want to build skills from day one,
- Some employees have become a little “stale” and need a reset, or
- You simply want to get everyone aligned with a customer-first mindset…
This course delivers the shift you’re looking for.
It’s ideal for anyone whose actions impact the customer experience, including:
- All employees (customer service, admin, sales, warehouse, finance, HR, marketing, etc.)
- Team Leaders & Supervisors
- Managers
- Executives
What your employees will learn
The Service Experience Essentials course is built around a structured, interactive learning experience that combines expert insight, live demonstrations, and real-world practice — all delivered in just 3 hours.
With a strong focus on core service behaviours, the course is broken into three practical modules and ten bite-sized sessions that cover everything from foundational principles to handling tough customer conversations with confidence.
It’s designed to shift the mindset of every participant, help them understand their role in delivering great service, and give them the tools to do it consistently — whether they’re communicating by phone, email, or in person.
Scroll down to explore the full course breakdown.
1. Key Service Principles
Explore the foundational service principles that drive organisational success – Ownership, Proactivity, Expectation Management, Clarity and Consistency – and how each shapes a better service culture.
2. The Psychology of Customer Service
Understand what customers really want and need, based on decades of behavioural research. Learn the two elements that underpin great experiences: the Fundamentals that build trust, and the Differentiators that set your service apart.
3. The Service Experience Method
Unpack the five core competencies that form the backbone of the ACXPA Service Standards. Discover how they elevate both sales and service conversations across every touchpoint, internal or external.
4. How to Engage (Phone)
Learn how to spark the right emotional connection with customers over the phone. Participants will practise real-world simulations to master tone, structure, and intent – all without relying on rigid scripts.
5. How to Engage (Written)
Learn how to write strong opening paragraphs that acknowledge customer needs, express appreciation, and establish trust through empathy, ownership, and clear expectation setting.
6. How to Close any Call or Interaction
Master the art of ending calls, conversations or meetings with clarity and confidence by applying final checks, warm gratitude, and a professional, polished close.
7. How to Close (Written)
Learn to wrap up written interactions with professionalism and warmth by confirming actions or timeframes, thanking the customer, and inviting further engagement where appropriate.
8. Dealing with More Difficult Customers
Build confidence in managing challenging interactions using a proven three-step approach. Participants will practise empathy, assertive communication, and outcome-focused language to reduce conflict and improve results.
9. Better Conversations
Discover how to use powerful questioning techniques (inspired by the FBI!) to create deeper, more insightful conversations. These skills help staff uncover true customer needs faster – and apply them in everyday life too.
10. Presentation Skills
Enhance your team’s impact when communicating with customers or colleagues by mastering key delivery skills – dynamic presence, vocal projection, purposeful pausing, confident body language, and audience engagement techniques.
The modules are designed to deliver immediate impact — helping your employees build confidence and consistency in every customer interaction, whether it’s over the phone, in writing, or face-to-face. The result? Better service outcomes for your customers and your business.
Looking for something a little longer?
Our Service Experience Foundations course is delivered over 2 x 3-hour sessions, providing deeper insights and more time to embed skills through practice and role-play.
For teams seeking a more advanced experience, the Service Experience PRO course runs across 3 x 3-hour sessions, allowing more time for advanced service techniques and practice.
Ask us for more information – we’ll help you choose the right fit!
About Your Trainer
What sets our training apart — and keeps our customer reviews consistently high — is simple:
- We teach practical content that actually changes behaviour
- Our sessions are interactive, engaging, and fun (yes, really!)
- And we only use real experts — not generic trainers reading off a slide deck
For the Service Experience Essentials course, you’ll be trained by one of two industry professionals who bring decades of hands-on experience, a deep understanding of CX, and a proven ability to deliver high-energy, high-impact sessions that participants love.
Simon has trained thousands of employees in Australia in a career spanning over 30 years and he’s recognised as one of Australia’s leading customer service trainers, providing high-energy, fun and interactive training sessions that deliver immediate results!
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’.
While some may recognise Nathan Burke for his extensive AFL career (18 years as a player, Director at the St.Kilda FC, Coach of the Bulldogs AFLW team etc. and an inductee into the AFL Hall of Fame in 2021), outside of the footy world, Nathan has also forged an extensive career in education.
Since retiring in 2003, Nathan has been applying his years of experience working in human performance in the fields of education, business and sport (Including Chief Operating Officer at a 1,300 seat contact centre) helping people to achieve their best.
A highly engaging presenter, Nathan leaves a lasting impression by connecting through relevant stories of his time as an elite athlete, teacher, business owner and executive, combined with leading practices in customer service and high-performance leadership.
Recent Customer Testimonials for This Course
What makes the Service Experience Essentials course so highly rated isn’t just the engaging delivery — it’s the fact that it’s taught by genuine industry experts who know what works in the real world.
Our trainers have decades of hands-on experience in customer service, CX, and leadership. They don’t just read from a slide deck — they bring energy, insights, and credibility that participants respond to.
Below are real testimonials from people who completed this exact course. Want more proof?
Click here to view all our customer testimonials or view a list of our customers from across the public and private sector.
Awesome training!
Learning how to properly introduce myself and leave a good impression is something that will help me on the Service Desk everyday.
Response from CX Skills
Thanks Heimona, a good great can make all the difference!
Fantastic - Highly Recommend!
I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer was incredibly knowledgeable, engaging, and made the session both informative and enjoyable.
Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!
Response from CX Skills
Thanks Marivic, couldn’t ask for a better testimonial 🙏
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
Response from CX Skills
Thanks Michelle, glad to hear the passion came through and that you enjoyed the training 🙂
Valuable Insights and Engaging!
The presentation by Simon was excellent. Simon is a very enthusiastic presenter who presented the information content very well. I learned some valuable insights into customer service and techniques with engaging people. Well done 🙂
Response from CX Skills
Thanks Stuart, really glad to hear the training hit the right spot!
What you kind of knew but didn't know you knew!
This training explains exactly *why* good customer experiences are good and how to make them good for your customers. Best of all Simon builds a framework you can use in all your interactions and provides scenario insights that help you make the connection between the framework and how to use it in all the various types of customer interactions you have day-to-day, whatever your role.
E.g., having a clear framework for the Engage step make a huge difference. Once you understand the CX framework Simon teaches, just saying ‘hello’ becomes more purposeful. Having that conscious intent and being focussed on establishing trust when you kick-off that initial meet-and-greet makes a huge difference to the whole meeting.
I will be reviewing Simon’s excellent and simple-to follow CX framework as an essential part of my pre-meeting preparation for – well – just about everything from now on.
Response from CX Skills
Thanks Stephen, what a lovely, thoughtful review – much appreciated for taking the time to write it and really glad we’ve helped you on your journey!
Excellent course On Customer Service Essentials
I found this course to be extremely engaging and enjoyable. Simon is a fantastic facilitator, very articulate, charismatic, and knowledgeable.
We learned some wonderful tips on how to engage customers and keep the dialogue succinct, cordial, respectful, and outcome driven.
I would highly recommend this course to anyone considering doing it, and especially if you work in the customer service industry or manage a team that does. AAA+
Response from CX Skills
Thanks Derek, what a wonderful review 🙏 Thanks for taking the time to send it in!
Great session!!
Simon is a great trainer and there were many take aways from the session. He engaged everyone throughout the training!
Response from CX Skills
Thanks Ramya, we think deep down Simon just loves to perform – he just happens to know a lot about customer service as well! Glad you enjoyed the course.
Awesome Training Provided by Simon!
Awesome training provided by Simon, all the scenarios he gave with examples, and he also gave a live demo in the training which I enjoyed!
Response from CX Skills
Thanks Ashwini, really glad to hear you enjoyed the training!
Great Refresher & Information
Training was very informative and hands-on experience of the situation. Something we do every day but did not realise that we are following same principles. Thanks for refreshing the concept!
Response from CX Skills
Thanks Vijaysinh and glad to hear it was a good refresher – sometimes that’s all it takes to get things back on track!
Excellent training!
It’s clear that Simon was a natural in providing us customer service training – I appreciated the enthusiasm and energy and found the learnings insightful.
Response from CX Skills
Thanks Brenden, he’s certainly very passionate about it which helps. Glad you enjoyed the course 🙂
Why Businesses Trust 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.
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 >
Course Takeaway/Handbook Included!
We don’t just run a great training session and leave your team to it — every participant also receives a high-quality, professionally designed digital workbook to support their learning long after the course is done.
The handbook includes:
- A summary of the key principles and behaviours taught during the session
- Handy tips, reminders, and proven customer phrases to reference on the job
- Printable desk prompts and wall posters to keep the learning front and centre
To make it even more valuable, we’ll co-brand the workbook with your logo and messaging — and you can even include a foreword from your CEO or leadership team to reinforce your customer service vision, priorities, or performance goals.
It’s a practical, branded asset that keeps the momentum going — helping your team embed the skills and mindset well beyond the 3-hour workshop.
Pricing and Payment Options
We believe in transparent pricing so you can plan your training with confidence — no hidden costs, no surprises.
The Service Experience Essentials course is just $288 per employee (ex. GST) for three hours of live, high-impact online learning, including a professionally designed course workbook.
Generous discounts are available for larger groups or full-team bookings.
💡 Prefer onsite delivery? We’re happy to come to you — additional travel/setup costs apply. Just contact us for a tailored quote.
Payment Options:
Invoices can be paid by credit card or direct deposit. All courses must be paid for in full prior to the training date.
Available Discounts:
- ✅ 10+ employees? Group discounts apply — talk to us about whole-of-team rates.
- 🏷️ ACXPA Members Save 25% on all CX Skills courses for 12 months. Learn more
Common FAQs
What are the minimum numbers required?
We require a minimum of six employees per session. Have fewer? Consider one of our public courses where you can book individual seats.
What dates and times can the training be conducted?
We’ll work with you to minimise disruption — morning, afternoon, after hours, midweek — we’re flexible. Online delivery offers the most convenience.
What is the maximum number of employees per session?
We recommend keeping group sizes under 14 for the best training experience.
What is the maximum number of employees you can train?
The course is scalable. One client trained over 350 staff via 25 sessions. We’ll work with you to reach everyone.
For onsite training, can you do multiple sessions in one day?
Yes — we often run AM and PM sessions to minimise downtime.
What are the costs for onsite training?
Our trainers are Melbourne-based, so travel costs apply. If you’re interstate and booking just one session, virtual may be more cost-effective.
For larger groups, we’ll work with you to find the best pricing option.
Can we include our own products/scenarios?
Yes — we can incorporate your real-life examples or let employees share during the session.
Can we customise the training?
Absolutely! We can tweak content to better fit your goals or use one of our specialised courses if you need deeper skills in a particular area.
Do employees receive a certificate?
Yes, all participants who complete the training will receive a certificate of completion.
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