Service Experience Essentials Training Course

The Service Experience Essentials training course has an average rating of 4.9 out of 5 stars
Very good14%

Service Experience Essentials Course Introduction

New course for 2024!

The Service Experience Essentials course is a short (3-hour) course designed to instill a customer-first mindset in all of your employees, whether they are on the frontline working directly with customers or ‘behind the scenes’ in admin, on the road, warehouse, finance, marketing, human resources etc.

As whilst it is often a focus for customer service employees, the truth is that everyone in your business needs to have a customer-first mindset, whether they are dealing with internal or external customers.

This course first explains why customer service and the broader customer experience are critical for business success and then teaches your employees real-world, practical skills that can be implemented immediately following the session.

The course goes beyond traditional customer service training clichés such as ‘always have a smile in your voice’ and ‘use the customer’s name 2 or 3 times in a call’.

This program has been three decades in the making and is based on the Australian Customer Experience Professionals Association (ACXPA) Quality Standards, leveraging the insights and assessment of more than 50,000 customer interactions to identify the five core competencies and 18 behaviours directly linked to positively impacting the customer experience.

Your employees will learn some best-practice techniques to improve customer service over the phone, in writing/emails and how to handle difficult customer situations – all designed to enable your employees to have better customer conversations to improve business outcomes.

In short, this course is designed to ‘shift the dial’ on putting customers first in your business and empower attendees with the knowledge and skills on how to do it!

Customer Service Experience Essentials Training Course
Customer Service Training for Employees

Customer Service Phone Essentials Course Fast Facts

  • Suitable for all employees in your business dealing with internal and external customers.
  • Includes best-practice tips for customer service via phone and in writing (email/emails).
  • A single (1 x 3-hour) live, virtual training session to fast-track learning and minimise the impact on your business.
  • Delivered live with high engagement (laugh & learn!).
  • The skills and methodologies are aligned with the Australian Contact Centre Quality Standards and can be applied across any industry to improve customer service.

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.

Short customer service course for businesses

Who is this course suitable for?

employee customer service training

The Service Experience Essentials course has been designed for any employee who deals with either internal or external customers (or both!).

The customer service skills we teach are applicable to all industries, products and services and are suitable for employees of all ages.

Whether your employees have never received any formal customer service training, you’ve got new employees that you want to equip with professional skills right from the start, employees who are a little stale, or you’re trying to shift the mindset and ‘get everyone on the same page’ about the importance of customer service, this course is for you!

This course is designed to help improve the customer service focus for all roles, including:

  • All employees (customer service, marketing, admin, warehouse, finance, sales etc.)
  • Team Leaders & Supervisors
  • Managers
  • Executives

Looking for something more specific?

If you are looking for alternative customer service training courses, some of our other ‘Essentials’ courses may be suitable – each designed for specific roles/functions.

We also have a range of other customer service training courses and sales training courses >

What your employees will learn:

The Service Experience Essentials course, delivered either online or onsite, is a three-hour course that will explain why customer service is intrinsically linked to business success and teach your staff the skills that the most successful customer service employees worldwide use to deliver superior customer experiences and efficient first-contact resolution.

The skills taught are aligned with the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours that have been proven to enable great customer service over the phone and in writing, whether they are working in the office or working from home.

Centred on empathy, action, and energy, your employees will learn to be more confident, efficient, and effective in every customer interaction without any scripts, providing a natural and engaging experience.

The training consists of powerful demonstrations and practice in the essential behaviours across three core modules and ten micro sessions.

Module One

1. Key Service Principles

Set the scene by introducing and exploring the key service principles for organisational success including Ownership; Management of Expectations; Proactivity; Clarity & Consistency.

2. The Psychology of Customer Service

A short exploration of what all customers want (Internal or External) when they reach out for support and what they need from you, based on decades of research.

Reveals the core theory that drives positive Customer Service Experiences consisting of Fundamentals & Differentiators.

3. The Service Experience Method

An introduction to the five core competencies behind the Australian Customer Experience Professionals Association (ACXPA) Service Standards and how they enable more effective sales & service delivery and enhanced customer experiences for internal and external customers

4. How to Engage (Phone)

Your staff will learn how to show a desire to help over the phone to trigger the right emotional response that builds trust and confidence in the customer.

A range of customer service and sales simulations will be used to practice with participants the key skills and behaviours learnt to better engage customers for strong first impressions with structure, not scripts.

Companies that prioritise CX experience an impressive 80% increase in revenue. (Zippia)

Module Two

5. How to Engage (Written)

Your staff will learn how to write impactful opening paragraphs that restate key needs, demonstrates appreciation and empathy, takes ownership and manages expectations around the response and information provided.

6. How to Close any Call or Interaction

Employees will learn and practice how to better control and transform the end of their calls, meetings, coaching conversations etc. to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.

7. How to Close (Written)

Your staff will learn how to write strong closes to their written communication that confirms timeframes, thanks them and encourages further contact if needed.

8. Dealing with More Difficult Customers

Participants will learn (and practice!) a powerful three-step method for dealing with more challenging customer types and situations and how to use the most appropriate language, empathy techniques and actions to enable better call outcomes.

52% of customers will switch to a competitor after one poor interaction (Zendesk)

Module Three

9. Better Conversations

Fun and engaging demonstration in the use of key discovery techniques (as used by the FBI) to enhance conversations that reveal better insights, quicker.

A great set of skills for life which will also help staff be more effective at identifying customer needs to help them deliver more tailored and personalised solutions.

10. Presentation Skills

Whether it’s communicating key information to customers or presenting to staff, the critical communication techniques to enhance vocal and physical delivery are revealed, demonstrated and practiced with the group.

Dynamic Delivery; Vocal Projection; Body Language; Pausing; and checks for questions and confirmation are the key techniques covered.

The modules are designed to have an immediate impact – delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone.

Looking for something a little longer?

Our Service Experience Professionals course is the longer version of this course, delivered over 2 x 3-hour sessions, that allows for additional insights and learnings and more time to embed the new skills with practice/role-play. Ask us for more information!

We’ve also got the Customer Service Foundations course that is 3 x 3 hours, combining the Service Experience Professionals course and a 3-hour session on workplace resilience/health & well-being so your employees can consistently perform at their best at work and at home.

About Your Trainer

The reason for our consistenly high customer review scores is because we (1) teach content that actually makes a difference, (2) we make sure all our training sessions are interactive and fun and (3) we only use proven industry experts not trainers just reading off a powerpoint deck.

For this Service Experience Essentials course, we use one of two expert trainers who are both renowned for high-energy and engaging training, backed by extensive industry knowledge and experience.

Simon Blair trainer for Customer Service Essentials training course
Simon Blair, one of Australia's leading customer service trainers!

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’.

Nathan Burke training profile for CX Skills
Nathan Burke, AFL legend & high-performance training expert.

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 Service Experience Essentials Course Testimonials

What makes the CX Skills courses stand out from the pack is the quality of our trainers, who are all industry experts, not just trainers reading off templated course guides.

Our trainers live and breathe in the industry and it’s the reason behind our exceptional customer testimonials and ratings, a sample of which you can read below for this particular course.

Click here to view all our customer testimonials as well as a view a list of our customers covering a wide range of industry sectors.

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
CX Skills
Based on 33 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here:
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great course delivery and awesome techniques to use with customers.
Response from the owner: Thanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course!
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Course Takeaway/Handbook Included!

We cram a lot into this 3-hour workshop, so we want to ensure that your employees can continue to learn even after the course has been completed.

Each employee will be provided with an electronic workbook they can download in PDF format that contains an overview of the key principles they learned, along with handy phrases and tips they can refer to as needed.

The workbook also includes some easily printable pages that can be stuck up on the wall, workstation etc as a permanent reminder your employees can reference during a customer interaction to ensure they put their learnings into practice.

We’ll even co-brand the workbook with your logo, and you can include an intro page/forward by your CEO etc. to reinforce your customer service focus, key goals, metrics etc.

Service Experience Essentials Workbook cover

Pricing and Payment Options

We believe in open and transparent pricing so can plan your training with confidence.

The Service Experience Essentials course is $288 per employee ex GST for three hours of live, online/virtual facilitated learning and a course workbook with generous discounts available for larger group sizes/whole of business.

Please note that additional costs will apply for onsite delivery – please contact us for more information.

Our invoice can be paid by credit card or direct deposit and payment must be made prior to the course commencing.

Available discounts:

    • We offer discounts for bookings for ten or more employees!
    • ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
Customer Service Experience Essentials course

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience. 

Common FAQs

What are the minimum numbers required?

We require a minimum of six employees per session. If you have fewer numbers, we encourage you to view one of our alternative upcoming public courses, where you can purchase as little as one ticket.

What dates and times can the training be conducted?

We’ll work with you to find the most suitable time to minimise the impact on your business.

Want a morning session? Out of business hours? Only on Wednesdays? Whatever your requirements, we’ll do our best to accommodate!

Online/virtual sessions provide the most flexibility as we don’t need to allow for travel time to and from your business.

What is the maximum number of employees per session?

Typically, we aim to keep group sizes to under 14 to ensure the best training experience.

What is the maximum number of employees you can train?

The course is designed to train all your employees in your business whether they work directly with customers, are in the office, on the road etc. To date, the largest number of employees we have trained for one business is just over 350 (across approx 25 different sessions).

For onsite training, can you do multiple sessions in one day?

Yes, we find most businesses aim for an AM and PM session to minimise business disruption.

What are the costs for onsite training?

Currently, both our trainers are based in Melbourne, so we need to allow for travel time to and from your workplace. For interstate bookings, if it’s only one session, we’d suggest online/virtual would be a more cost-effective alternative.

However, if you have a larger number of employees who would like to complete the training, we’ll work with you to make it an attractive proposition.

Can we include our own products/services/scenarios in the training?

Our trainers are skilled at enabling your employees to talk about their experiences during training. However, we can also customise the training to incorporate specific examples if required.

Can we customise the training?

Yes! We’ve designed the course content/modules to provide the best outcomes for most businesses, but should you need something else or would like to tweak a few modules to align more closely with your objectives, please contact us to discuss!

We also have a range of pre-built specialised courses if there is a specific skill you need to enhance.

Do employees receive a certificate?

Yes, all employees who complete the training are provided with a certificate of completion.

Do you have any questions about this Service Experience Essentials course?

Speak to our team live on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or leave your details below and we’ll contact you! 

Like us to contact you?

Please leave your details below and we’ll contact you asap!