Give Your Customers the Best Experience – Every Time
Your frontline employees are the face of your business.
Every interaction shapes brand perception, customer loyalty, and revenue.
But without the right training, inconsistent service can lead to lost opportunities and frustrated customers.
Our May 2025 Frontline Customer Service Essentials Course provides your team with proven techniques, confidence, and practical skills to handle face-to-face interactions professionally and effectively.
Developed by industry experts and aligned with best practices from the Australian Customer Experience Professionals Association (ACXPA), our training ensures positive, engaging, and consistent service – every time.
Whether you’re training new employees or upskilling existing staff, our structured courses and private training options help build customer service excellence across your team.
Learn more about our in-person frontline customer service training courses by exploring the page or jump straight to a key section:
Why Frontline Customer Service Training is Essential
Your frontline employees are the face of your business.
Every customer interaction shapes brand perception, influences customer loyalty, and directly impacts revenue.
Yet, many frontline staff receive little to no formal training, leading to inconsistent service experiences and lost business opportunities.
Our May 2025 Frontline Customer Service public course provides employees with the confidence and skills to handle face-to-face customer interactions professionally and effectively.
From managing first impressions to handling difficult customers, we equip your team with proven techniques that create immediate and lasting improvements in service quality.
Whether your employees work in retail, hospitality, customer service counters, transport, or professional service roles, investing in customer service training ensures they deliver positive, consistent, and professional interactions—every time.
Investing in frontline customer service training delivers measurable improvements in key business areas.
Well-trained employees provide exceptional service, leading to higher customer satisfaction, increased revenue, and a stronger brand reputation.
Our training programs focus on building these critical frontline customer service skills:
First Impressions & Customer Experience – Your frontline team sets the tone for every customer interaction. Training ensures they engage professionally, leaving a positive and lasting impression.
Customer Engagement & Service Efficiency – Employees learn to communicate confidently, prioritise tasks, and handle multiple customers effectively, improving overall service flow.
Handling Complaints & Difficult Customers – Not every interaction goes smoothly. Our training provides proven de-escalation strategies, helping employees resolve issues professionally and turn negative experiences into positive outcomes.
Employee Confidence & Retention – Confident employees deliver better service and experience less stress. Training improves morale, job satisfaction, and staff retention rates.
Brand Reputation & Customer Loyalty – Customers remember how they were treated. Exceptional service builds trust, drives repeat business, and strengthens your brand’s reputation.
This is why our Frontline Customer Service Training programs focus on developing essential soft skills for customer service, ensuring employees can build rapport, handle challenges with confidence, and deliver a consistently high level of service.
Who Will Benefit from this Frontline Customer Service Training Course?
Our May 2025 Frontline Customer Service Training course is designed for employees who interact with customers face-to-face and want to enhance their service skills, confidence, and professionalism.
Whether your team works in retail, hospitality, customer service counters, transport, healthcare, or any customer-facing industry, these courses provide the essential skills to create exceptional customer experiences and improve business outcomes.
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.
- Healthcare & allied services: Front-desk staff, medical receptionists, and admin teams providing in-person customer service to patients and clients.
- 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.
Across our range of courses, your team will gain the confidence and expertise to handle customer interactions professionally, enhance customer satisfaction, and strengthen your business’s service reputation.
May 2025 Frontline Customer Service Course Modules
This public May 2025 Frontline Customer Service Essentials course is a single 3-hour training course compromising the modules below.
1. How to Engage
How to create a strong first impression and impact at the start of any retail interaction by using a warm & welcoming greeting, showing a clear desire to assist, and using effective body language to build trust and confidence in the customer.
2. Discover & Educate
Participants learn how to initiate open conversations to identify customer needs, listen effectively and then proactively educate customers with tailored, personalised information.
3. Body Language & Voice Projection
Participants will explore and practice the use of good posture, breathing, vocal delivery and body language to enable strong face-to-face communication that builds confidence and trust in customers.
4. How to Close
How to create a lasting final impression and confident finish to any customer conversation through a simple method of showing gratitude and thanks in a warm farewell, and how to avoid those often awkward, clunky finishes.
5. Dealing with Difficult Customers
Participants will explore and practice a simple two-step method for dealing with customer concerns and issues and learn critical techniques when confronted with more aggressive or irate customers.
Compare Alternative Frontline Customer Service Courses
You're currently viewing the public May 2025 Frontline Customer Service Essentials course, but if you're looking for a deeper dive into face-to-face customer service skills, you may be interested in our Foundations 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 >Public vs Private Customer Service Training Options
This public May 2025 Frontline Customer Service Training course is perfect for individuals or small teams looking to develop their skills in a structured, interactive learning environment.
These sessions bring together participants from different businesses, offering diverse insights and shared learning experiences.
For businesses with frequent staff turnover, public courses also provide a simple way to onboard new employees with the same high-quality training, ensuring consistency in customer service skills across your workforce.
Our private customer service training provides a customised experience tailored exclusively for your team. You’ll have the flexibility to choose the schedule, adjust content, and focus on specific customer service challenges unique to your business.
Compare the options below to find the best fit for your organisation. If you’re unsure, get in touch – we’ll help you select the right solution to enhance your team’s face-to-face customer service skills.
| 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 | $278 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 online training is designed to deliver maximum impact while minimising disruption to your operations.
With a single, engaging session, 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.
🎓 3 Hours of Live, Facilitated Online Training (1 x 3-hour session)
💳 $278 AUD per person (ex GST)
📅 Thursday 7th of May – 09:30 to 12:30 AEST (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 on Training & Improve Customer Interactions with ACXPA
The Australian Customer Experience Professionals Association (ACXPA) helps businesses across all industries deliver better customer experiences, improve service quality, and develop high-performing teams.
As an ACXPA member, you'll get 25% off all CX Skills courses, plus access to industry benchmarks, expert insights, best-practice resources, and a network of professionals to help you enhance your customer service capabilities.
📢 Annual Membership starts from just $35 per employee – saving you money on training while providing ongoing professional development.
🚀 Learn How ACXPA Helps Your Business >
