Frontline Service Essentials Training Course
$278 per person 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.
Deliver Memorable Service in Every Face-to-Face Interaction
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 service environments.
In just 1 x 3-hour live online session, your team will develop the practical skills to deliver outstanding customer experiences, handle challenging situations professionally, and build stronger customer relationships from the very first impression.
Backed by the Australian Customer Experience Professionals Association (ACXPA), the training is built on proven customer service techniques refined over three decades — not scripts or checklists, but real-world behaviours that make service feel natural and authentic.
No matter your industry — retail, hospitality, hotels, events, front desks, airports or face-to-face customer counters — this course gives employees a structured, human-centred approach that elevates service standards, increases satisfaction, and creates lasting positive impressions.
Employees will learn how to engage customers with confidence, communicate clearly, resolve issues smoothly, and leave people feeling genuinely cared for — all while strengthening brand loyalty and trust.
With a direct impact on key metrics like Customer Satisfaction and Net Promoter Score (NPS), this training delivers immediate improvements in professionalism, confidence, and service performance.
Expect an instant uplift as your employees gain the mindset, structure, and skills to consistently deliver excellent customer service, face-to-face.
Frontline Customer Service Essentials Training Course Fast Facts
Empower your team to deliver exceptional service in any face-to-face customer setting.
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 live online session, your employees will learn how to confidently manage customer interactions, handle common scenarios effectively, and consistently deliver exceptional service.
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.
This course is ideal for:
- New starters who need a structured, professional approach to in-person customer service.
- Existing employees who need a refresh or more confidence in handling customer situations.
- Teams preparing for peak periods, events, or new campaigns where service quality is critical.
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.
Typical roles that will benefit from this course include:
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: Real-time practice, discussions, and collaborative group activities.
- ✅ Practical & hands-on: Employees practise real-world scenarios with live feedback from an expert trainer.
- ✅ Easy scheduling: One 3-hour session fits neatly into rosters and reduces disruption to daily operations.
- ✅ Accessible from anywhere: Join from the office, home, or multiple sites – no travel needed.
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.
Course Modules
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 welcoming customers to resolving challenges with professionalism and care.
The training incorporates interactive exercises, group discussions, and live role-playing scenarios, ensuring your team can immediately apply their new skills in a supportive and enjoyable online learning environment.
Every participant will receive a Certificate of Achievement and leave equipped with practical tools to elevate service standards and improve the overall customer experience.
The course is structured into five modules, 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 pack a lot of value into just three hours – so every participant also receives a downloadable course workbook after the session.
It’s a practical resource that reinforces the techniques learned, outlines the service interaction framework, and includes handy phrases your team can use right away to handle face-to-face interactions with more confidence and clarity.
What Your Team Will Walk Away With:
Compare Alternative Frontline Customer Service Courses
You're currently viewing the 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.
Not quite the right fit? We also offer training for phone-based staff, reception roles, and managing difficult customers. Explore all customer service courses →
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.
| 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.
About Your Trainer
The Frontline Customer Service Essentials training course is designed and facilitated by Simon Blair, one of Australia’s most experienced and engaging customer service trainers.
Simon brings over 30 years of experience helping frontline teams deliver better customer experiences — blending practical techniques, behavioural science, and real-world insights into every session.
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.
Looking to transform your whole business with a customer-first mindset?
The Service Experience Essentials course is designed for all employees — frontline or behind-the-scenes — fostering collaboration and instilling a powerful customer-focused culture across your entire organisation, including administration, operations, finance, marketing, HR, and more.
Delivered as a dynamic 3-hour session, this course teaches practical, immediately actionable skills to elevate internal and external customer interactions and enhance overall business outcomes.
Pricing and Payment Options
Facilitated by Simon Blair, the Frontline Customer Service Essentials course is just $278 per person (ex GST) for a practical, high-impact 3-hour live session.
There’s no minimum number required to attend our public courses — enrol one employee or your whole team.
Select your preferred session date below and follow the easy booking process to secure your spot.
💳 Both credit card and invoice payments are accepted.
Don’t miss out — choose a date that works and lock in your training now! ✅
Purchase a Ticket to a Public Frontline Customer Service Essentials Course
All publicly available course dates are listed below. Simply click on your preferred session to purchase tickets instantly.
💳 Secure checkout is available via credit card, or you can request an invoice during the booking process.
Have questions about this course?
Want to train your whole team or explore a customised training solution?
Speak with us directly on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne, Australia) or send us a message.
New public course dates are published on a regular basis!
August 2025 Frontline Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe August 2025 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service.
October 2025 Frontline Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe October 2025 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service.
💡 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 >