Frontline Customer Service Essentials Training Course
$278 AUD ex GST per person (Discounts Available) teaching premium customer service skills for face to face/in-person interactions.
Frontline Customer Service Essentials Course Introduction
The Frontline Customer Service Essentials Course is a short, high-impact training session designed for employees who interact with customers face-to-face in retail, hospitality, and other in-person customer service roles.
In just 3 hours, your team will develop the foundational skills needed to deliver outstanding customer experiences, handle difficult situations professionally, and build stronger customer relationships.
Backed by the Australian Customer Experience Professionals Association (ACXPA), this course is built on proven customer service techniques that have been refined over three decades.
No matter your industry – whether retail stores, restaurants, hotels, airports, events, concerts, front counters/receptions or any face-to-face customer setting – this training equips employees with a structured, natural approach to customer interactions that elevates customer service standards, boosts customer satisfaction, and creates memorable experiences.
This is not about robotic scripts or generic service checklists. Instead, we focus on practical, real-world customer service techniques that help employees engage authentically, solve problems efficiently, and leave customers with a positive impression.
With a direct impact on key success metrics like Customer Satisfaction and Net Promoter Score (NPS), this training ensures your employees are more confident, capable, and effective when interacting with customers in person.
Expect an immediate uplift in customer service quality and professionalism as your employees gain the tools and confidence to handle customers with ease and deliver memorable face-to-face experiences.
Delivered in a single 3-hour session, this course provides practical, easy-to-apply strategies that lead to instant improvements in customer satisfaction, employee confidence, and business performance.
Frontline Customer Service Essentials Training Course Fast Facts
Designed for employees working in face-to-face customer service roles, this course equips participants with proven techniques to enhance interactions, improve customer satisfaction, and create positive, memorable experiences.
Delivered in an engaging, practical 3-Hour session, your employees will learn how to confidently manage customer interactions, handle common scenarios effectively, and consistently deliver exceptional service.
Built Specifically for Live Online Learning – Highly Engaging & Interactive
We understand that many people question whether face-to-face customer service can effectively be trained online.
The truth is, when online training is designed correctly, it can be equally engaging, practical, and powerful as an in-person session—sometimes even more!
The Frontline Customer Service Essentials course is specifically created for live virtual delivery, ensuring that your employees actively participate through real-time discussions, engaging exercises, and interactive scenario-based practice.
- Interactive virtual learning: Delivered via Zoom or Teams, participants engage in real-time scenario practice, discussions, and collaborative group activities.
- Practical & hands-on: Employees actively practice handling real-world customer scenarios with immediate feedback and guidance from an expert trainer.
- Easy scheduling: Just one focused 3-hour session integrates smoothly into your existing roster, minimising any disruption to daily operations.
- Accessible from anywhere: Employees can participate from their office, home, or multiple locations without needing to travel.
- Industry-aligned training: Training techniques and content align with the ACXPA Customer Service Quality Standards, ensuring proven methodologies and industry best practices.
Designed for maximum interaction and immediate real-world application, your employees will leave with practical, actionable skills ready to enhance customer experiences straight away.
Prefer face-to-face training? For Melbourne and Victorian-based businesses, we offer onsite delivery options (additional costs may apply)—see our private training details below.
Who Should Attend?
The Frontline Customer Service Essentials course is designed for employees who engage directly with customers in face-to-face service environments, where delivering exceptional service is essential.
Whether your employees work in retail, hospitality, events, entertainment, or any public-facing role, this course provides the practical skills and confidence needed to handle customer interactions effectively, professionally, and with ease.
Delivered in a single 3-hour session, this training conveniently integrates into your team’s schedule while providing 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: If your employees regularly engage face-to-face with customers, this course will significantly enhance their skills and effectiveness.
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 Frontline Customer Service Essentials training course provides practical skills and behaviours essential for delivering outstanding face-to-face customer interactions.
Employees will learn proven methods to confidently engage customers, build rapport, and effectively manage a range of interactions from initial greeting to handling challenging situations.
The training incorporates interactive exercises and role-playing, ensuring your team can immediately apply their new skills in a supportive and enjoyable online learning environment.
At the end of the course, participants will receive a certificate of achievement and leave equipped with invaluable skills to enhance customer experiences.
The Frontline Customer Service Essentials course includes five modules, as outlined below.
1. How to Engage
How to create a strong first impression by using a warm and welcoming greeting, clearly demonstrating a genuine desire to help, and using effective body language to build trust and confidence.
2. Discover & Educate
Initiate meaningful conversations to identify customer needs, actively listen, and provide tailored, personalised information to educate and assist customers effectively.
3. Body Language & Voice Projection
Explore and practise effective posture, breathing techniques, voice projection, and confident body language to enhance face-to-face communication and customer confidence.
4. How to Close
Create lasting positive impressions with confident endings to customer interactions, using gratitude, warmth, and smooth, professional farewells.
5. Dealing with Difficult Customers
Learn a simple yet powerful two-step method for effectively handling customer concerns and challenging interactions, including essential techniques for managing aggressive or irate customers calmly and professionally.
Course Workbook Included!
We jam a lot into the three 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!
Private Training Options – Tailored for Your Business
We understand that every business has unique customer service challenges and needs. Our private Frontline Essentials 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.
Prefer onsite training? For Melbourne and Victorian-based businesses, we can deliver training directly at your location (additional costs may apply).
📞 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 |
| Dates & Times | Fixed schedule | 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 | Discounts available for larger groups |
| Best For | Businesses needing to train a few employees | Companies looking for a customised, team-wide training solution |
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 Frontline Customer Service Essentials 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’.
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Amazing course!
The course was amazing, Nant made hard concepts so easy to understand by the way she worded things. She is a very intelligent person! Her knowledge of the human mind and how humans behave in a social setting was on point.
Response from CX Skills
Thanks Nina, we agree – Nant is like a walking encyclodedia of all things health and wellness but not in a nerdy way! Glad you enjoyed the course 🙂
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.
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
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!
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
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
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
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.
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
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!
Response from CX Skills
Thanks Michael, we had a great time designing and delivering your program – thanks for all your hospitality and having such an engaged team. We look forward to hearing about your successes!
Highly Recommend for any Contact Centre Leader
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Response from CX Skills
Thanks Michelle, Marc has a ton of experience and is passionate about helping others forge their career in the industry so thrilled to hear that the training hit the spot and their are some takeaways that you are already embedding!
Great Time Spent with Justin!
The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.
The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.
Response from CX Skills
Thanks Katie for the lovely review. Justin is certainly very passionate about all things contact centres and we’re thrilled to hear there were lots of takeaway!
Great course!
I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.
We had a smaller group session and it was the perfect way to absorb all the learnings.
Response from CX Skills
Thanks Stephanie, thrilled to hear you enjoyed the course! Thanks for taking the time to leave a review 🙂
Great Trainer!
I felt Daniel was a wonderfully positive and communicative presenter.
Response from CX Skills
Thanks Lauren, indeed – he’s terrefic and we’re thrilled to work with him on a regular basis!
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Pricing and Payment Options
The Frontline Customer Service Essentials Training course is $278 per employee ex GST for the entire three hours of high engagement facilitated learning (1 x 3-hour session).
Tickets can be purchased using a credit card or you can request an invoice on checkout (the invoice must be paid in full prior to the course commencing).
Available Discounts
- Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members instantly save 25% off all CX Skills courses, plus membership includes 15 self-paced training courses. Learn More >
- Want to train all your frontline employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
🎟️ Secure Your Spot in the Frontline Customer Service Essentials Training!
Purchase tickets for your employee(s) for any of the available public course dates listed below.
Simply select your preferred date below, then complete your booking instantly with a credit card or choose to request an invoice at checkout.
👉 Don’t miss out – secure your seats today and empower your team with premium customer service skills!
Our next public course will be on May 8th, 09:30 to 12:30 AEST (Melbourne/Sydney, Australia).
Tickets will be available to purchase from the 17th of March!
💡 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 >