Frontline Customer Service Foundations Training Course
$428 AUD ex GST per person (Discounts Available) teaching advanced customer service skills for face to face/in-person interactions.
Frontline Customer Service Foundations Course Introduction
The Frontline Customer Service Foundations Course is a comprehensive, interactive training course 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 that enable them to deliver exceptional customer experiences, professionally manage challenging situations, and build meaningful customer relationships.
Endorsed by the Australian Customer Experience Professionals Association (ACXPA), this course leverages proven customer service strategies that have been refined over three decades of frontline experience.
Ideal for any face-to-face customer environment—such as retail stores, hospitality venues, hotels, airports, events, receptions, and more – this training provides your employees with advanced, yet natural communication techniques designed to significantly elevate customer service standards, improve customer satisfaction, and create memorable interactions.
Unlike scripted or formulaic training, we focus on real-world customer service scenarios, practical exercises, and interactive discussions that equip your employees to engage authentically, solve problems efficiently, and leave lasting positive impressions.
With a direct impact on critical business metrics such as Customer Satisfaction and Net Promoter Score (NPS), your employees will emerge more confident, capable, and effective in their face-to-face customer interactions.
Expect significant improvements in customer service quality and employee professionalism as your staff learn proven, practical methods to confidently manage customer interactions and deliver outstanding experiences.
Structured across two engaging 3-hour sessions, this course ensures thorough learning and practical skill development, delivering immediate and sustained improvements in customer satisfaction, employee confidence, and business outcomes.
Frontline Customer Service Foundations Training Course Fast Facts
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.
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 extensively in scenario practice, interactive group discussions, and collaborative activities.
- Practical & hands-on: Employees practice advanced handling of real-world customer scenarios, receiving immediate expert feedback and personalised guidance.
- Convenient scheduling: Two focused 3-hour sessions that integrate seamlessly into your roster, reducing disruption and maximising learning retention.
- Accessible from anywhere: Employees can join sessions from their workplace, home, or multiple locations without needing travel.
- Industry-aligned training: Training aligns closely with the ACXPA Customer Service Quality Standards, employing proven methodologies and industry best practices.
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.
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.
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: Employees regularly engaging face-to-face with customers will significantly benefit from the deeper skills taught in this course.
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 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)
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)
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!
We jam a lot into six 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.
Whilst many find our public courses 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 |
| 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 | $428 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 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’.
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 Foundations Training course is $428 per employee ex GST for the entire six hours of high engagement facilitated learning (2 x 3-hour sessions).
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 Foundations 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 June 3rd & 4th from 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 >