Frontline Customer Service PRO Training Course
Our most advanced program for frontline employees — professional sessions packed with expert training, real scenarios, and proven techniques that lift service standards and drive sales.
$548 per person ex GST (Discounts Available)
Delivered via 3 x 3-Hour Sessions or 1-day onsite
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association (ACXPA), the industry body committed to helping Australian businesses deliver better customer experiences and stronger results.
Frontline Customer Service PRO Course – Advanced Training for Service Excellence
The Frontline Customer Service PRO Course is our most advanced training course for frontline teams, designed for employees in retail, hospitality, tourism, healthcare, education, and other face-to-face environments where first impressions count.
Delivered as either three interactive 3-hour live online sessions or a one-day onsite workshop, the PRO course provides extended time, advanced techniques, and expert coaching to build confident communication, empathy, and professionalism — the hallmarks of exceptional frontline performance.
Backed by the Australian Customer Experience Professionals Association (ACXPA), the program draws on decades of real-world frontline experience to lift Customer Satisfaction, Net Promoter Score (NPS), and first-impression consistency.
Whether in a retail store, hotel, airport, events venue, or reception desk, participants learn how to engage customers with warmth, manage challenging moments with composure, and create positive experiences that build trust and loyalty.
Unlike generic workshops, the PRO course emphasises live practice, advanced role-plays, and scenario-based coaching. Participants gain the confidence to deliver outstanding service and recognise opportunities to add value in every interaction.
Structured for lasting impact, the Frontline Customer Service PRO Course strengthens service culture, boosts confidence, and builds teams that consistently deliver professional, memorable customer experiences.
Frontline Customer Service PRO Training Course — Fast Facts
The top tier of our frontline and reception training pathway — extended, advanced, and focused on service excellence, professionalism, and confidence under pressure.
The Frontline Customer Service PRO program is available exclusively for private bookings. It builds on the core capabilities developed in our public Frontline Essentials and Frontline Foundations courses, then goes deeper with extended coaching, realistic scenarios and expert feedback.
Choose your format: live online across 3 × 3-hour sessions (spaced for practice and application) or a full-day onsite workshop at your premises for an immersive, high-energy experience (trainer travel costs may apply).
The PRO program delivers nine hours of advanced, high-impact training to elevate communication, empathy and problem-solving. Participants return to the floor confident, capable, and ready to deliver outstanding customer experiences.
Who Should Attend the Frontline Customer Service PRO Course?
The Frontline Customer Service PRO course is designed for employees in face-to-face service roles who are ready to advance beyond the basics and master premium-level skills.
It provides extended practice, advanced techniques, and stronger confidence in handling diverse and complex customer interactions — from service recovery to natural upselling opportunities.
Whether in retail, hospitality, entertainment, transport, or any public-facing environment, PRO ensures your team develops advanced communication skills, refines their ability to manage challenges, and consistently delivers outstanding customer experiences.
Delivered across three 3-hour sessions (9 hours total), this course provides extensive coaching and practice to embed lasting capability and measurable improvements in performance.
Please note: This course focuses exclusively on in-person customer service. If your staff also support customers by phone or email, consider our Reception Customer Service Courses or explore all Customer Service Courses.
Typical roles that will benefit from PRO include:
What Your Employees Will Learn in the PRO Course
The Frontline Customer Service PRO course develops both core and advanced customer service skills, preparing employees to confidently manage face-to-face interactions while also driving loyalty and sales outcomes.
With a strong focus on advanced communication and influence techniques, participants learn how to connect more deeply with customers, resolve difficult situations with ease, and create memorable service experiences that stand out.
Training is highly practical, using advanced role-plays, scenario analysis, and live coaching so employees can embed skills immediately and return to work more confident and capable.
Delivered as 3 x 3-hour interactive online sessions or an immersive full-day onsite program, the course provides a premium learning experience that balances flexibility with depth.
The Psychology of Service & Creating Premium Customer Experiences
This session sets the stage by exploring what drives customers to say “yes” — and how face-to-face interactions can influence decision-making without pressure or gimmicks.
We'll compare traditional vs. modern service approaches, introduce key customer experience standards, and show how to establish trust, manage expectations, and make powerful first impressions.
Employees will participate in expert-led discussions, demonstrations, and live simulations to embed early-stage customer service behaviours that drive long-term customer satisfaction and loyalty.
1. The Psychology of Customer Service & Sales
Dive deep into the core motivations and expectations that drive customer behaviour. This module leverages proven psychological principles to help your team understand the 'why' behind customer actions, enabling them to anticipate needs, build rapport, and strategically enhance every interaction for mutual success and positive business outcomes.
2. Body Language & Voice Projection
Master the art of non-verbal communication to profoundly impact face-to-face interactions. Participants will learn advanced techniques in posture, expressive voice control, and strategic body language to convey professionalism, confidence, and empathy, significantly boosting customer perception and overall satisfaction.
3. How to Engage
Develop sophisticated techniques to create powerful first impressions and establish immediate trust with customers. This module focuses on proactive engagement strategies that build rapport from the outset, ensuring every customer feels valued and understood, setting a positive tone for the entire interaction.
Advanced Discovery & Customer Engagement That Build Trust
In this session, we focus on uncovering customer needs before offering solutions — a skill that separates transactional service from true customer advocacy.
Employees will learn advanced discovery techniques (including ones adapted from negotiation training), how to effectively educate customers using clear, structured messaging, and how to build solutions naturally while handling various customer scenarios.
Real-time practice and targeted coaching help embed the core behaviours that lead to better engagement, fewer pushbacks, and more confident customer interactions.
4. Discover
Hone your team's ability to conduct needs-based conversations through advanced empathy techniques, mirroring, and precision active listening. This module empowers employees to uncover explicit and implicit customer needs, ensuring proposed solutions are perfectly aligned and highly effective, leading to greater satisfaction and successful outcomes.
5. Educate
Equip your team with strategies for providing personalised, proactive customer solutions. This module focuses on clearly articulating information, anticipating questions, and guiding customers through complex choices with confidence and clarity, transforming service interactions into educational and empowering experiences.
6. How to Close
Master the art of concluding customer interactions with impact, ensuring a memorable and positive closing experience. This module covers techniques for confirming understanding, solidifying satisfaction, and leaving customers with a lasting positive impression, fostering loyalty and encouraging repeat engagement.
Closing with Confidence, Clarity & Empathy
The final session brings everything together — from managing overall energy and demonstrating empathy to effectively dealing with difficult customers and applying all learned skills in real-world scenarios.
Employees will refine their voice, energy, and delivery using vocal coaching, advanced empathy strategies, and guided frameworks for managing complex interactions. We also run end-to-end service simulations to test and refine all the skills learned so far.
This session builds capability, confidence, and consistency — helping employees conclude interactions professionally and apply their new skills in real-world face-to-face customer service conversations.
7. Energy & Empathy
Cultivate the critical skills of consistently maintaining high energy levels and deep empathy throughout demanding shifts. This module provides practical tools and mindset techniques to ensure your team remains positive, focused, and genuinely connected with every customer, even under pressure, enhancing overall service quality.
8. Dealing with Difficult Customers
Equip your team with advanced strategies and extensive practice for effectively managing challenging customer interactions. This module focuses on de-escalation techniques, professional complaint resolution, and transforming potentially negative encounters into positive outcomes, safeguarding customer relationships and brand reputation.
9. Bringing it all together!
This comprehensive capstone module consolidates all learned skills through immersive, interactive practice and personalised feedback sessions. Participants will apply integrated techniques in realistic scenarios, solidifying their confidence and expertise, and leaving with a practical action plan for immediate and sustained excellence in frontline customer service.
Course Workbook Included!
With nine hours of immersive training content, every participant receives a downloadable course workbook to support their learning during and after the course.
It’s packed with summaries, frameworks, and ready-to-use phrases that help your team confidently apply the skills covered in both sessions — whether they’re starting conversations, educating customers, or defusing tricky situations.
Key Course Outcomes
By the end of the course, your employees will have the skills, confidence, and techniques needed to consistently outstanding customer interactions, enhance customer satisfaction, and positively impact your business outcomes.
Compare Alternative Frontline Customer Service Courses
You're currently viewing the Frontline Customer Service PRO course — advanced training for experienced face-to-face customer service professionals. If you’re after a shorter introduction or a more foundational training path, check out our Essentials or Foundations courses below.
Not quite the right fit? We also offer training for phone-based staff, reception roles, and managing difficult customers. Explore all customer service courses →
Looking for a lower-cost option? Check out our self-paced online courses, including pathways like the Customer Service Course and the Sales Skills Course.
Flexible Delivery Options – Online or Onsite
The Frontline Customer Service PRO course is available in two formats — giving you the flexibility to choose what best suits your business and team.
1. Online Option – Flexible & Cost-Effective
Delivered over 3 × 3-hour live online sessions (9 hours total), the online PRO option minimises disruption while maximising advanced skill development.
Employees can join from anywhere — office, home, or multiple sites — and stay engaged through live coaching, breakout rooms, advanced role-plays, and real-time group discussions.
- ✅ Flexible Scheduling: Choose dates and session spacing that work for your team
- ✅ Advanced & Practical: Role-plays, coaching, and collaborative learning activities
- ✅ Accessible from Anywhere: All that’s needed is a stable internet connection
- ✅ Best-Practice Content: Aligned with industry standards for professional, face-to-face service
2. Onsite Option – Immersive Full-Day Training
The onsite PRO course is delivered as a full-day program (9:00 AM – 5:00 PM) at your workplace, offering a powerful, face-to-face learning experience that builds skills and team cohesion in real time.
Facilitated in person, this format encourages active participation, immediate feedback, and shared energy — ideal for teams who thrive on direct interaction and collaboration.
- ✅ High Impact Learning: Face-to-face energy boosts engagement and retention
- ✅ Team Cohesion: Shared learning builds alignment and consistency across the group
- ✅ Instant Feedback: Real-time coaching from the trainer and peer observation
- ✅ Immersive Experience: Interactive activities and in-person practice sessions drive confidence fast
Note: Travel costs may apply depending on location. Contact us to confirm availability and pricing for onsite delivery.
Trainer for the Frontline Customer Service PRO Course
The Frontline Customer Service PRO course is led by Simon Blair, one of Australia’s most experienced and engaging customer service trainers.
Simon has spent over 30 years working with frontline teams to master both service and sales outcomes. His approach blends behavioural science, proven frameworks, and hands-on coaching, giving participants the confidence and techniques to deliver professional, human-centred service at an advanced level.
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’.
Private Frontline Customer Service PRO Benefits
The Frontline Customer Service PRO program is delivered exclusively as a private training session just for your employees. You choose the dates, format and level of tailoring so the training lands in your real world, not in a generic slide deck.
Why teams book the private PRO:
- ✔ Flexible scheduling choice of live online training or a single onsite day.
- ✔ Consistent behaviours rolled out across your entire frontline.
- ✔ Customised role-plays using your customer examples and scenarios.
- ✔ Confidential environment to surface real issues and fix them fast.
- ✔ Hands-on training with actionable feedback and measurable uplift.
Delivery options:
• Live Online: three x 3-hour live sessions with spaced practice between modules.
• Onsite: full-day immersion at your workplace (travel costs apply).
Ready to lift service quality and confidence across your business? Contact us or call +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne) for pricing, availability and the right configuration for your team.
What Participants Say About Our Customer Service Training
Our customer service training consistently earns praise for being practical, relatable, and immediately useful — with real-world tools participants can apply straight away.
From retail and hospitality staff to front desk teams and support roles, we’ve helped thousands of employees build confidence, improve professionalism, and deliver more consistent customer experiences. Here’s what participants had to say:
Great call handling structure!
We learned the two types phone customer service which is what customer wants and what customers need, and we also covered the four service method of customer service which is engage, discover, name, and bridge – enjoyed the training!
Enjoyed the first degree of customer experience
Really enjoyed how to constructively converse with any individuals virtually or physically with a clear desire to help trigger the right emotional response with empathy to deliver the best experience.
Call Handling and Customer Service Skills
During my 3-days course with Simon, I learnt a lot of valuable skills and knowledge. Main skills I have acquired are how to engage with various customers and to properly communicate using the right words, energy and empathy. I am glad to have set under this training and appreciate every knowledge gained.
I would gladly recommend this course to people like me who are willing to better their communication and interaction skills with customers or a day to day life style.
Helped me get the start of the call right!
This ‘How to Engage’ module has taught me new way of approaching to the customer by using the key behaviours Simon showed us. And overall the training helps me assist the customer by meeting their needs or solve their problems.
Call Handling Essentials: Confident Calls, Better Results.
I learned to actively listen and show empathy. Also on how to control the call and be more confident and the most valuable thing is assisting customers at first point/call and closing the query and yes I would highly recommend this training.
Well explained training!
I have come to realise how important it is to engage, discover, educate, and empathise with customers. It was a very impressive training which I believe with more time, I will definitely be a good customer service agent. Most of the training was done with role play which broadened my mind to again really understand the training. It was excellent training – really appreciated it Mr Simon Blair!
Real Customer Experience!
The training built my understanding on how to properly engage and interact with customers. During these 3 days of training, I built valuable communication skills. The trainer (Simon) allowed us to interact and perform scenarios to further understand what was taught. I would definitely recommend this training course to anyone who is willing to better their communication skills.
Informative and Helpful
The training was very enjoyable and I have learnt that there is more to customer service on the phone than what I actually thought. Outline was nice and clear and I would definitely recommend it.
Short, Sharp and Interesting!
I learned plenty new valuable ideas on customer service skills and especially technics on call handling. This three days training (3-hours each day) has broadened my mind, and strengthened my skills on how to master and handle customers on all levels. More over, the training was short, sharp and interesting and I enjoyed it overall!
Very Patient and Engaging - Highly Recommended
I found the training very engaging and practical. The information was presented and explained in a way that related to real life scenarios and was easy to comprehend. Simon is a very patient and effective teacher. I would absolutely recommend this course to others, not just for customer service efficiency but for gaining knowledge about communication, socialisation etc.
No more robot interactions
I basically learnt the proper structure of call handling, personalising conversations with customers instead of speaking like a robot and important key behaviors to incorporate within the conversation, from the start, throughout till the end to guarantee customer satisfaction.
Very detailed, simplified and interactive training which was thoroughly enjoyed!
Skills for Life!
Your Call Handling Training with us at BSP Contact Centre was really helpful and informative and is a lifetime lesson.
Worthwhile training that builds confidence and enhances communication skills
The training course was very informative, well organised and well-paced. The facilitator (Simon) was experienced and explained the concepts clearly. I found it beneficial and would highly recommend it to others looking to build skills in this area. Thank you!
Great Session!
He made us feel comfortable during the training by allowing us to speak first and share our thoughts. I learned a lot about how a customer service representative should handle customers from different cultures.
Having a call guide is especially helpful, as it allows trainers to coach trainees on how to properly handle calls without relying too much on a script and encourages them to be more conversational.
Well worth every minute
I was nervous making and taking phone calls. This course has given me clear structure that I can follow not just for phone calls, but for everyday conversation. Simon personalised the content for my situation which only enhanced what I got out of the experience.
He is very knowledgeable and made the whole session fun. I feel much more confident now to be able to handle any phone call. Highly recommend this course and Simon as an instructor.
Really interesting and made me rethink how I talk to our customers.
I really enjoyed the mirroring technic. Repeating the caller’s last 3 words.
Engaging Session on Natural Customer Conversations
I learned several helpful techniques for building natural and connected conversations with customers. The facilitator (Simon) also gave us opportunities to practice these techniques with guidance, which made the session very engaging and practical. I really enjoyed the training, and it felt quite short—I would have appreciated a longer session to explore the techniques further.
Helpful and Interactive
I found the training very helpful and interactive. The skills we covered will directly support my day‑to‑day coaching with my agents, and I appreciate how practical and easy to apply everything was.
The activities during the session also helped me put the key concepts into practice right away. Thank you, Simon, for an engaging and impactful training!
Fantastic Course
The contact centre coaching PRO training course was held over 3 half days. Simon has a great knowledge and skill in this area. Simon is very engaging. The main area I believe it will assist me is in having difficult conversations with my team. It is hard to pinpoint what part of the course that I liked the most as it was all fantastic. I would highly recommend this course to any team leaders or managers.
Loved Simon's psychology tips on how to sell
Have learnt so much and was very interested in the psychology of Sales, which Simon did very well explaining the logics to it.
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.
3 × 3hr Live Online Sessions
or 1-Day Onsite Workshop (travel costs may apply)
Pricing and Booking
The Frontline Customer Service PRO course is available exclusively for private delivery and can be tailored to your team’s service context, systems, and customer profiles.
Pricing is based on $548 per person (ex GST) with discounts available for larger teams and ACXPA Members. Choose live online across three spaced 3-hour sessions for better retention, or a full-day onsite workshop for immersive, hands-on training (trainer travel costs may apply).
Minimum 5 participants. Credit card and invoice payment options available.
Ready to level-up frontline service confidence and consistency?
Call us on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne time) or send us a message for quotes, dates and delivery recommendations.
Need a More Flexible & Affordable Option?
While live training is always the gold standard for skill development, our Self-Paced Courses offers a practical alternative when time, budget, or scheduling are tight.
- Easy to use 'Netflix' style interface
- Short, engaging video lessons (approx. 10 mins each)
- Workbooks, quizzes, and a certificate of completion
- Part of a growing library of 300+ on-demand courses
- Wide variety of topics from customer service, sales, leadership, resilience and more
- Accessible anytime, anywhere – from any device
Check out the Customer Service Pathway as one example of what's included: Self-Paced Customer Service Course Pathway
Frontline Customer Service PRO — FAQs
The Frontline Customer Service PRO course suits anyone who interacts with customers face to face or by phone — whether they’re new to customer service or experienced team members ready to fine-tune advanced skills. It’s about practical capability, not seniority.
The PRO course is delivered privately for your organisation, allowing us to tailor examples, role-plays, and scenarios to your industry, customers, and service environment.
If you’re training only one to four employees, our public Essentials and Foundations courses cover the same proven methodology, delivered in shorter formats with regular public dates available.
You can choose the format that works best for your business:
- Online: Three live 3-hour sessions spaced across multiple days (or weeks) — perfect for remote, hybrid, or multi-site teams.
- Onsite: A single full-day, high-energy workshop at your workplace — ideal for immersive, team-based learning.
Both formats deliver the same content and training outcomes, ensuring your team builds lasting capability and confidence.
Yes. Every private PRO course can be tailored to your environment — from the examples used to the scenarios, role-plays, and training focus. We can incorporate your internal processes, KPIs, and customer situations so the training is immediately relevant and actionable.
Most clients choose a hybrid approach: we use our proven structure and integrate your language and service challenges for the best of both worlds.
All three courses share the same ACXPA-endorsed service framework and practical, behaviour-based approach. The difference lies in depth, duration, and coaching time:
- Essentials: A concise, single-session introduction to world-class customer service standards — ideal for onboarding or refreshers.
- Foundations: Two sessions that expand on Essentials with more examples, reinforcement, and practice.
- PRO: Extended time for more advanced techniques and time for role-playing and practice, for teams ready to embed mastery and consistency across the business.
Each level delivers tangible improvement — PRO simply allows more space for depth, coaching, and high-pressure scenario work.
We recommend a minimum of five participants for private delivery to ensure a strong mix of interaction, role-play, and peer feedback.
If you have fewer than five people, consider enrolling in our public Frontline Customer Service Essentials or Foundations programs that run throughout the year with flexible dates.
The Frontline Customer Service PRO Course is based on $548 per person (ex GST). Discounts apply for groups and ACXPA members. Contact us for customised pricing and availability.
For general FAQs about bookings, payments, and certificates, visit the main Frontline Customer Service Training page.