Frontline Customer Service Foundations Course November 2025
$428 AUD ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Advance Your Team’s Capability to Deliver Confident, Human-Centred Service
The November 2025 Frontline Customer Service Foundations Course is a comprehensive, interactive training experience 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 to consistently deliver exceptional service, professionally manage challenges, and build meaningful customer relationships from the very first moment.
Endorsed by the Australian Customer Experience Professionals Association (ACXPA), the course is grounded in proven customer service strategies refined over three decades of real-world experience.
Whether your business is in retail, hospitality, hotels, events, airports, front desks, or customer service counters, this course gives your team the mindset, techniques, and confidence to elevate service standards, boost customer satisfaction, and create memorable face-to-face experiences.
This isn’t rigid, scripted training — it’s real-world learning with scenario-based discussions, practical exercises, and tools your team will use immediately.
With measurable impact on Customer Satisfaction and Net Promoter Score (NPS), your staff will finish the course more confident, more professional, and more capable in their customer interactions.
Expect a noticeable uplift in service quality, employee confidence, and customer sentiment as a result of this practical, high-impact training.
Frontline Customer Service Foundations Training Course Fast Facts
Elevate your team’s skills with practical, real-world training for confident, professional face-to-face service.
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.
Who Should Attend?
The 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.
This course is ideal for:
- New employees who need confidence and structure in face-to-face service roles.
- Experienced staff who want to sharpen and evolve their customer service approach.
- Teams preparing for busy periods, campaigns, or elevated service expectations.
Please note: This course focuses exclusively on face-to-face customer service. If your employees also assist customers via phone and/or email, please refer to our Reception Customer Service Courses or explore all our Customer Service Courses.
Typical roles that will benefit from this course include:
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 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 in live discussions, role-plays, and collaborative activities.
- ✅ Practical & hands-on: Real-world customer service scenarios, with expert feedback and coaching throughout.
- ✅ Convenient scheduling: Two 3-hour sessions fit easily into rosters, reducing disruption and boosting retention.
- ✅ Accessible from anywhere: Join from work, home, or multiple locations — no travel required.
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.
What Your Employees Will Learn
The 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.
The Frontline Customer Service Foundations course includes six comprehensive modules across two sessions, as outlined below.
Session One – 3 Hours
The first session focuses on the core behaviours and mindset needed to deliver exceptional face-to-face service. Employees will explore customer psychology, body language, and the power of first impressions — giving them the tools to build instant rapport and leave lasting positive impressions.
Through interactive discussions and practical exercises, participants will develop confidence in how they present themselves, engage with professionalism, and use natural techniques to manage expectations and customer emotions.
By the end of this session, employees will have a strong foundation in what drives outstanding service — and how their own communication choices directly influence customer outcomes.
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
Building on the first session, employees will now deepen their skillset with advanced communication tools designed to uncover needs, educate customers clearly, and professionally manage difficult interactions.
They’ll learn structured methods for needs discovery, proactive information delivery, and emotional defusion — all grounded in practical role-play and real-world examples.
This session prepares your team to handle more complex scenarios with confidence, clarity, and control — equipping them to consistently deliver high-quality, human-centred service experiences.
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!
With six 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.
What Your Team Will Walk Away With:
Compare Alternative Frontline Customer Service Courses
You're currently viewing the Frontline Customer Service Foundations course — a comprehensive, two-session training for face-to-face customer service professionals. If you’re after a shorter introduction or a more advanced training path, check out our Essentials or PRO courses below.
Need something else? We also offer training for phone-based staff, reception teams, and managing difficult customers. Explore all customer service courses →
About Your Trainer
The Frontline Customer Service Foundations course is designed and delivered by Simon Blair — one of Australia’s most respected and engaging customer service trainers.
With over 30 years’ experience working with frontline teams, Simon combines behavioural science, proven frameworks, and practical tools that empower employees to deliver more confident, consistent, and human-centred service.
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’.
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:
Simon was great!
I would like to acknowledge and commend the exceptional way in which Simon imparts knowledge. His teaching style is both engaging and effective, demonstrating a deep understanding of the subject matter and a genuine commitment to learning.
Priceless and engaging
This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course. Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.
Of course, we were given tools to make sure our customers were given top tier customer service. What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results. Thank you so much!
Engaging session very relevant to our business
We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial. Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.
We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned. Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.
Enlighting and helpful
An enjoyable course providing valuable insights to help to have valuable conversations with our customers. Well presented and very engaging. Great Job!
Great course - Informative and Enjoyable!
Thank you Simon for a great course. I not only learnt information about the psychological ways and behaviors of customers via phone/in person but also some dating tips too! We got to do role play of scenarios to understand and practice what it’s like to handle customers in various ways which was a great way for us to interact and be a part of the course. Very informative and especially enjoyed understanding the science behind our brain and how we process our emotions and logical side. e.g. amygdala part of the brain.
Incredibly Valuable!
I highly recommend this course to anyone looking to improve themselves. It has been an incredibly valuable experience for me. Not only did it help me build my confidence, but the way Simon presented the material was excellent.
The Training Really Works!
I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.
I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.
After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.
Valuable Experience That Changed Our Mindset!
The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.
It’s been a valuable experience that has already changed our mindset on the way we approach customer service.
Highly recommended!
Tailor-made Training!
I really enjoyed the energy Simon brought to the class. At the start he gave us the opportunity to express what we felt we needed refining in our service skills then proceeded to tailor our sessions to meet those needs.
It was engaging and eye-opening experience and there were a lot of “ah huh” moments for me.
Simon created a very comfortable learning space to be able to open up, express my experiences and guide me through situations without fear of judgement that I handled it wrong.
I enjoyed practicing the techniques we were taught and the challenges he set for us.
A great overall experience!
Great Customer Experience Training
A great short course with easy to understand examples and real-world scenarios. Simon was an enthusiastic and helpful trainer.
Customer Service at its Best!
Loved the real life situations, role plays, easy to understand and great examples to use in a real life situations.
This will also help with home life situations which I loved!
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Engaging and informative training sessions
We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!
Awesome training!
Learning how to properly introduce myself and leave a good impression is something that will help me on the Service Desk everyday.
Fantastic - Highly Recommend!
I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer was incredibly knowledgeable, engaging, and made the session both informative and enjoyable.
Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!
Great course! Great Trainer
I recently completed a 3-part training course with Simon (Reception PRO). It was incredibly helpful and practical, significantly enhancing my communication and writing skills. I highly recommend this course to anyone looking to improve their communication abilities.
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
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.
How and When It’s Delivered
The November 2025 Frontline Customer Service Foundations course is delivered live online via Zoom, making it easy for your team to attend from the office, home, or anywhere in between.
As a public course, your employees will learn alongside professionals from other businesses — bringing fresh insights, real-world examples, and diverse perspectives to the training experience.
Pricing and Payment Options
Facilitated by Simon Blair, the November 2025 Frontline Customer Service Foundations course is just $428 per person (ex GST).
This live online course will be delivered across two sessions on Tuesday, 25th & Wednesday, 26th November 2025, from 13:30 to 16:30 (Melbourne/Sydney time).
You can enrol one person or your entire team — there’s no minimum requirement for public sessions.
💳 Secure your spot with either credit card or invoice payment — both options are available at checkout.
Your employees won’t just sit and listen — they’ll actively learn, practise, and apply proven techniques that lift service standards fast. Expect stronger confidence, smoother interactions, and a real return on training time.
