Master In-Person Customer Service – A Proven, High-Impact Training Program
The Frontline Customer Service PRO Course is an advanced, interactive training course designed specifically for employees who directly engage with customers face-to-face in retail, hospitality, and various customer service roles.
Delivered through public courses consisting of 3 x 3-hour sessions (9 hours total), or available via private training customised to your business, your employees will gain practical, advanced skills enabling them to deliver exceptional customer experiences, professionally handle challenging situations, and build stronger customer relationships.
Endorsed by the Australian Customer Experience Professionals Association (ACXPA), this course utilises sophisticated customer service strategies refined over decades of frontline experience to positively impact key business metrics such as Customer Satisfaction and Net Promoter Score (NPS).
Perfect for face-to-face customer environments – including retail stores, hospitality venues, hotels, airports, event spaces, reception desks, and more – this training equips your team with high-level communication techniques proven to elevate service standards, significantly enhance customer satisfaction, and create memorable interactions.
Unlike generic or scripted training, this program emphasises practical exercises, advanced scenarios, and interactive discussions, providing your employees with genuine, sophisticated skills to confidently manage customer interactions and deliver lasting, positive impressions.
Structured to maximise engagement and learning retention, the Frontline Customer Service PRO course ensures immediate, sustainable improvements in customer satisfaction, employee confidence, and measurable business results.
Frontline Customer Service PRO Training Course Fast Facts
Designed specifically for advanced face-to-face customer service roles, this course delivers deeper insights and extensive practice in sophisticated techniques for enhanced interactions, increased satisfaction, and memorable customer experiences.
Delivered in three engaging, interactive 3-hour sessions (9 hours total), your employees will master advanced skills to expertly manage interactions, handle complex scenarios, and consistently deliver superior service.
Advanced, structured communication techniques tailored for face-to-face customer interactions.
3 x 3-hour sessions (includes extensive scenario practice & interactive activities).
Highly engaging sessions to maximise participation, learning retention, and enjoyment.
Public courses available – enrol individuals or entire teams!
Private training & customised content available upon request.
Delivered live & online by Simon Blair, one of Australia's most experienced customer service trainers.
Who Should Attend?
The Frontline Customer Service PRO course is designed for employees who engage directly with customers in face-to-face service roles and want to take their skills to the next level.
This course provides more advanced techniques, deeper practice opportunities, and stronger confidence in handling diverse customer interactions.
Whether your employees work in retail, hospitality, events, entertainment, or any public-facing role, this course ensures they develop advanced communication skills, refine their ability to manage challenging situations, and consistently deliver outstanding customer experiences.
Delivered across three 3-hour sessions (9 hours total), this training offers extensive coaching and skill-building to create immediate and lasting improvements in customer service performance.
Typical roles that will benefit from this course include:
- Retail employees: Staff in stores and shopping centres who engage with customers throughout their experience.
- Hospitality teams: Front-of-house staff in restaurants, cafes, hotels, and bars looking to enhance guest interactions.
- Event staff: Employees managing customer service at concerts, festivals, sporting events, and exhibitions.
- Customer service counters: Staff handling customer inquiries, complaints, and service requests in various industries.
- Transport & travel services: Employees ensuring smooth customer interactions in airports, public transport, and other travel-related services.
- Any face-to-face customer service role: Professionals who interact with customers daily and want to refine their ability to engage, resolve issues, and build customer loyalty.
By the end of this course, your team will be equipped with the confidence and expertise to handle any customer interaction professionally, enhance customer satisfaction, and strengthen your business’s service reputation.
Please note: This course focuses exclusively on face-to-face customer service. If your employees also interact with customers via phone or email, consider our Reception Customer Service Courses or explore our full range of Customer Service Courses.
What Your Employees Will Learn:
The Frontline Customer Service PRO course is designed to provide employees with both core and advanced customer service skills, ensuring they confidently handle face-to-face interactions and deliver exceptional customer experiences.
With a deeper focus on advanced communication techniques, employees will learn how to build stronger customer connections, manage challenging interactions with confidence, and create memorable service moments that drive customer loyalty.
Through interactive discussions, real-world scenarios, and hands-on role-playing, employees will develop the skills to improve engagement, enhance problem-solving abilities, and consistently exceed customer expectations.
This structured training is delivered as either 3 x 3-hour interactive online sessions or a full-day onsite program, providing employees with practical, hands-on learning experiences that embed best-practice techniques.
| Key Course Outcomes | |
|---|---|
| Advanced customer service skills | Equip employees with the confidence and expertise to handle a variety of customer interactions professionally and effectively. |
| Mastering first impressions | Teach employees how to create a warm, engaging, and professional first impression that sets the tone for a positive customer experience. |
| Handling difficult customers with confidence | Provide employees with the skills and techniques to manage complaints, defuse tense situations, and turn negative experiences into positive outcomes. |
| Building customer trust and loyalty | Develop strategies to strengthen customer relationships, increase repeat business, and leave lasting positive impressions. |
| Interactive role-playing & real-world practice | Employees will apply their skills in a safe, fun, and highly engaging learning environment, ensuring immediate application in the workplace. |
By the end of the course, your employees will have the skills, confidence, and techniques needed to create consistently outstanding customer interactions, enhance customer satisfaction, and positively impact your business outcomes.
Nine Hours of Live Training Delivered Over 3 x 3-Hour Sessions (or one day onsite)
This course is designed to be delivered in three interactive 3-hour sessions, making it easy to absorb key concepts in bite-sized chunks.
This structured approach ensures participants stay engaged, retain more knowledge, and can immediately apply their skills in real-world situations.
Session One (3 Hours)
1. The Psychology of Customer Service & Sales
Understanding customer motivations, expectations, and the role employees play in the customer experience.
2. Body Language & Voice Projection
Enhancing face-to-face interaction through effective posture, voice control, and body language.
3. How to Engage
Techniques to create strong first impressions and trust from the outset.
Session Two (3 Hours)
4. Discover
Needs-based conversations using empathy, mirroring, and active listening.
5. Educate
Providing personalised, proactive customer solutions.
6. How to Close
Mastering a memorable and positive closing interaction.
Session Three (3 Hours)
7. Energy & Empathy
Consistently maintaining energy, empathy, and clarity.
8. Dealing with Difficult Customers
Practising effective management of challenging interactions.
9. Bringing it all together!
Consolidate and apply skills with interactive practice and feedback.
Course Workbook Included!
We jam a lot into nine 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 PRO course, but if you're looking for a **quicker** option, you may be interested in our Essentials or Foundations 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 >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’.
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 | $548 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 >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 PRO course online training is designed to deliver maximum impact while minimising disruption to your operations.
With three engaging sessions of 3 hours each (9 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.
🎓 9 Hours of Live, Facilitated Online Training (3 x 3-hour sessions)
💳 $548 AUD per person (ex GST)
📅 Tuesday 12th, Wednesday 13th and Thursday the 14th of August – 13:30 to 16:30 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 >
