The August 2025 Frontline Customer Service Foundations Course is a comprehensive, interactive training course specifically designed for employees who engage directly with customers face-to-face in retail, hospitality, and other in-person customer service roles.
Delivered over 2 x 3-hour sessions (6 hours total), your employees will acquire deeper, practical skills that enable them to deliver exceptional customer experiences, professionally manage challenging situations, and build meaningful customer relationships.
Endorsed by the Australian Customer Experience Professionals Association (ACXPA), this course leverages proven customer service strategies that have been refined over three decades of frontline experience.
Ideal for any face-to-face customer environment—such as retail stores, hospitality venues, hotels, airports, events, receptions, and more – this training provides your employees with advanced, yet natural communication techniques designed to significantly elevate customer service standards, improve customer satisfaction, and create memorable interactions.
Unlike scripted or formulaic training, we focus on real-world customer service scenarios, practical exercises, and interactive discussions that equip your employees to engage authentically, solve problems efficiently, and leave lasting positive impressions.
With a direct impact on critical business metrics such as Customer Satisfaction and Net Promoter Score (NPS), your employees will emerge more confident, capable, and effective in their face-to-face customer interactions.
Expect significant improvements in customer service quality and employee professionalism as your staff learn proven, practical methods to confidently manage customer interactions and deliver outstanding experiences.
Structured across two engaging 3-hour sessions, this course ensures thorough learning and practical skill development, delivering immediate and sustained improvements in customer satisfaction, employee confidence, and business outcomes.
August 2025 Frontline Customer Service Foundations Training Course Fast Facts
Designed specifically for employees working in face-to-face customer service roles, this course offers deeper insights and extensive practice in proven techniques to enhance interactions, increase customer satisfaction, and create memorable customer experiences.
Delivered in two engaging, practical 3-hour sessions (6 hours total), your employees will learn advanced skills to confidently manage customer interactions, effectively handle challenging scenarios, and consistently provide outstanding service.
Advanced, structured, and natural communication techniques tailored for face-to-face customer service settings.
2 x 3-hour sessions (includes deeper facilitated learning, practical scenarios & extensive interactive activities).
Highly engaging sessions designed to maximise participation and learning retention (laugh and learn!).
Public courses available – enrol individual employees or entire teams!
Private training sessions and customised content options available upon request.
Delivered live & online by Simon Blair, one of Australia's most experienced customer service trainers!
Built Specifically for Live Online Learning – Highly Engaging & Interactive
We understand that some people may question whether effective face-to-face customer service skills can be successfully trained online.
The reality is that when designed correctly, online training can be just as engaging, practical, and effective as in-person sessions—often even more so!
The public August 2025 Frontline Customer Service Foundations course is purpose-built for live virtual delivery, ensuring employees are actively involved through real-time discussions, deeper scenario-based practice, and interactive exercises.
- Interactive virtual learning: Delivered via Zoom or Teams, participants engage extensively in scenario practice, interactive group discussions, and collaborative activities.
- Practical & hands-on: Employees practice advanced handling of real-world customer scenarios, receiving immediate expert feedback and personalised guidance.
- Convenient scheduling: Two focused 3-hour sessions that integrate seamlessly into your roster, reducing disruption and maximising learning retention.
- Accessible from anywhere: Employees can join sessions from their workplace, home, or multiple locations without needing travel.
- Industry-aligned training: Training aligns closely with the ACXPA Customer Service Quality Standards, employing proven methodologies and industry best practices.
Designed for maximum interaction and immediate real-world application, your employees will leave with practical, actionable skills to immediately enhance customer experiences.
Prefer face-to-face training? We also offer onsite training (minimum numbers and additional costs may apply) — contact us for more details.
Who Should Attend?
The August 2025 Frontline Customer Service Foundations course is designed specifically for employees who interact directly with customers in face-to-face service environments, where delivering exceptional service is critical.
Whether your employees work in retail, hospitality, events, entertainment, or any public-facing role, this comprehensive course provides deeper skills and the confidence needed to manage customer interactions effectively, professionally, and effortlessly.
Delivered across two 3-hour sessions, this training fits smoothly into your team’s schedules while delivering extensive and immediately applicable skills.
Typical roles that will benefit from this course include:
- Retail employees: Staff in shops and stores who directly interact with customers.
- Hospitality teams: Front-of-house staff in restaurants, cafes, bars, and hotels.
- Event staff: Employees managing interactions at concerts, festivals, sporting events, and expos.
- Customer service counters: Staff handling customer inquiries and requests in service environments.
- Transport & travel services: Employees ensuring smooth customer interactions in airports, public transport, and other travel-related services.
- Any role requiring direct customer interaction: Employees regularly engaging face-to-face with customers will significantly benefit from the deeper skills taught in this course.
By the end of this course, your team will be empowered to deliver consistently high-quality customer interactions, resulting in increased customer satisfaction and loyalty.
Please note: This course focuses exclusively on face-to-face customer service. If your employees also handle customers via phone and/or email, refer to our Reception Customer Service Courses or explore all our Customer Service Courses.
What Your Employees Will Learn:
The August 2025 Frontline Customer Service Foundations training course provides deeper, practical skills and behaviours critical for delivering outstanding face-to-face customer interactions.
Employees will gain advanced knowledge and practical methods to confidently engage customers, identify needs, and professionally handle a variety of interactions, including challenging scenarios.
The training is highly interactive, featuring extensive exercises, real-world scenarios, and role-playing activities, ensuring your team can immediately apply their enhanced skills in an enjoyable and supportive online learning environment.
At the conclusion of the course, participants will receive a certificate of achievement and possess the advanced capabilities needed to consistently deliver exceptional customer experiences.
This public August 2025 Frontline Customer Service Foundations course includes six comprehensive modules across two sessions, as outlined below.
Session One (3 Hours)
1. The Psychology of Customer Service & Sales
Understand customer motivations and expectations based on proven research, exploring the importance of customer experience (CX) in driving business success.
2. How to Start and Finish any Customer Interaction
Create positive first impressions by clearly demonstrating intent and ownership, managing expectations, and building trust. Learn techniques for strong and memorable finishes to interactions.
3. Body Language & Voice Projection
Master techniques for posture, breathing, voice projection, and body language to improve face-to-face interactions, boosting customer confidence and satisfaction.
Session Two (3 Hours)
4. Needs Discovery
Utilise proven conversational techniques to efficiently uncover customer needs, goals, and concerns, ensuring relevant solutions for customer service and sales scenarios.
5. How to Educate & Inform for Success
Develop skills to effectively educate and inform customers through proactive communication, regular checks of understanding, and tailored information delivery for optimal results.
6. Handling Difficult Customers
Learn and practise vocal and body language strategies for managing challenging customer behaviours, defusing emotions, and resolving difficult interactions calmly and professionally.
Course Workbook Included!
We jam a lot into six hours of live training, so it’s good to know that your employees will also be provided with a workbook they can download after the course that will serve as a great reminder of the framework they’ve learned, as well as some handy phrases to use with customers!
Compare Alternative Frontline Customer Service Courses
You're currently viewing the Frontline Customer Service Foundations course, but if you're looking for a quicker option or a more advanced program, you may be interested in our Essentials or PRO courses. Below is a quick comparison of the available options to help you choose the best fit.
Looking for a Different Type of Customer Service Training?
These frontline customer service courses focus specifically on face-to-face customer service training. If your team also handles phone calls, emails, or technical support inquiries, explore our other training options below to find the perfect fit.
Phone Customer Service Training
Training for teams who primarily handle customer interactions over the phone.
Learn More >Reception Customer Service Training
Training that covers both face-to-face and phone/email interactions.
Learn More >Technical Support Customer Service Training
For teams providing technical support and troubleshooting.
Learn More >Private Training Options – Tailored for Your Business
We understand that every business has unique customer service challenges and needs.
Whilst many find our public courses like this one to be highly effective, our private Frontline Customer Service Foundations training provides a customised, confidential experience designed specifically for your team.
Choosing a private course allows you to:
✔ Schedule sessions at times convenient to your business operations.
✔ Train exclusively with your own team, ensuring confidentiality and more personalised learning.
✔ Tailor course content to directly address your team’s specific customer service challenges.
✔ Train employees consistently, ensuring the entire team benefits simultaneously.
✔ Receive focused coaching and tailored feedback relevant to your workplace scenarios.
📞 Contact us today to discuss pricing, availability, and customised training options for your business.
Compare Public versus Private Course Benefits
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from others in various industries. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $428 per person ex GST | More cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum (book a single employee or the whole team!) | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
Contact Us >About Your Trainer – Simon Blair
The August 2025 Frontline Customer Service Foundations training course is facilitated by Simon Blair, one of Australia’s leading Customer Service and Sales trainers.
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’.
Concerned About Online Learning? Here’s Why It Works
Many businesses worry that online training won’t be as engaging or effective as in-person sessions for frontline customer service training.
However, our live online training is designed specifically for interaction, practical learning, and real-world application.
- Highly interactive sessions: Delivered via Zoom or Teams, employees participate in scenario-based role plays, group discussions, and collaborative activities.
- Practical & hands-on learning: Employees practice handling real-world customer interactions with immediate expert feedback and coaching.
- Convenient & flexible scheduling: Short, focused sessions fit around shift patterns, reducing business disruption and improving retention.
- Join from anywhere: No need for travel – employees can learn from their workplace or home while still engaging with peers and trainers.
- Industry-aligned training: Our courses follow best practices from the ACXPA Customer Service Quality Standards, ensuring real-world relevance and practical takeaways.
Our online training delivers the same high-impact learning experience as in-person workshops – ensuring your employees leave with immediate, actionable skills to improve customer interactions.
💡 Prefer face-to-face training? We also offer onsite training (minimum numbers and additional costs may apply) — contact us for more details.
Why Businesses Choose CX Skills
With hundreds of satisfied customers across Australia, we’ve built a reputation for delivering exceptional training that produces real results.
Here’s why organisations of all sizes trust us to deliver their frontline customer service training:
• Specialised Expertise: We specialise in frontline customer service training, equipping staff with the skills to engage customers professionally, communicate with confidence, and handle face-to-face interactions effectively to deliver outstanding service.
• Flexible Delivery: Public and private courses delivered live online or onsite.
• Proven Methods: Soft skills and behaviours aligned with the Australian Customer Experience Professionals Association (ACXPA) Quality Standards and are designed to deliver immediate results.
• Industry-Leading Trainers: Courses facilitated by Simon Blair, Australia’s top customer service trainer.
Our Customer Service courses are rated 4.9/5.0 89+ from verified reviews!
Course Delivery & Pricing
We understand that training needs to be accessible, flexible, and effective for both businesses and employees.
That’s why our live, facilitated August 2025 Customer Service Foundations course online training is designed to deliver maximum impact while minimising disruption to your operations.
With two engaging sessions of 3 hours each (6 hours in total), participants can immediately apply what they’ve learned, ensuring a stronger return on investment.
Our pricing structure is designed to provide great value, with discounts available for group bookings and exclusive savings for ACXPA members.
🎓 6 Hours of Live, Facilitated Online Training (2 x 3-hour sessions)
💳 $428 AUD per person (ex GST)
📅 Tuesday 12th & Wednesday 13th of August – 09:30 to 12:30 AEST each day (Melbourne/Sydney, Australia)
✅ Volume Discounts – Save 15% when booking 3 or more staff in one transaction.
🎟 ACXPA Members instantly Save 25% on all CX Skills courses. ACXPA membership also includes 15 self-paced training courses and more. Learn More >
🤔 Dates don’t suit? Check for other available dates >
💻 Looking for self-paced training options? Learn more >
ℹ️ Got Questions? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne/Sydney, Australia (AEST or AEDT) Monday to Friday or send us an online message anytime >
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >
