Frontline Customer Service PRO Training CourseÂ
$548 AUD ex GST per person (Discounts Available) teaching premium face to face customer service skills.
Master In-Person Customer Service – A Proven, High-Impact Training Program
The Frontline Customer Service PRO Course is an advanced, interactive training course designed specifically for employees who directly engage with customers face-to-face in retail, hospitality, and various customer service roles.
Delivered through public courses consisting of 3 x 3-hour sessions (9 hours total), or available via private training customised to your business, your employees will gain practical, advanced skills enabling them to deliver exceptional customer experiences, professionally handle challenging situations, and build stronger customer relationships.
Endorsed by the Australian Customer Experience Professionals Association (ACXPA), this course utilises sophisticated customer service strategies refined over decades of frontline experience to positively impact key business metrics such as Customer Satisfaction and Net Promoter Score (NPS).
Perfect for face-to-face customer environments – including retail stores, hospitality venues, hotels, airports, event spaces, reception desks, and more – this training equips your team with high-level communication techniques proven to elevate service standards, significantly enhance customer satisfaction, and create memorable interactions.
Unlike generic or scripted training, this program emphasises practical exercises, advanced scenarios, and interactive discussions, providing your employees with genuine, sophisticated skills to confidently manage customer interactions and deliver lasting, positive impressions.
Structured to maximise engagement and learning retention, the Frontline Customer Service PRO course ensures immediate, sustainable improvements in customer satisfaction, employee confidence, and measurable business results.
Learn more about the course by scrolling below or jump straight to a section:
Frontline Customer Service PRO Training Course Fast Facts
Designed specifically for advanced face-to-face customer service roles, this course delivers deeper insights and extensive practice in sophisticated techniques for enhanced interactions, increased satisfaction, and memorable customer experiences.
Delivered in three engaging, interactive 3-hour sessions (9 hours total), your employees will master advanced skills to expertly manage interactions, handle complex scenarios, and consistently deliver superior service.
Who Should Attend?
The Frontline Customer Service PRO course is designed for employees who engage directly with customers in face-to-face service roles and want to take their skills to the next level.
This course provides more advanced techniques, deeper practice opportunities, and stronger confidence in handling diverse customer interactions.
Whether your employees work in retail, hospitality, events, entertainment, or any public-facing role, this course ensures they develop advanced communication skills, refine their ability to manage challenging situations, and consistently deliver outstanding customer experiences.
Delivered across three 3-hour sessions (9 hours total), this training offers extensive coaching and skill-building to create immediate and lasting improvements in customer service performance.
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.
- 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.
By the end of this course, your team will be equipped with the confidence and expertise to handle any customer interaction professionally, enhance customer satisfaction, and strengthen your business’s service reputation.
Please note: This course focuses exclusively on face-to-face customer service. If your employees also interact with customers via phone or email, consider our Reception Customer Service Courses or explore our full range of Customer Service Courses.
What Your Employees Will Learn:
The Frontline Customer Service PRO course is designed to provide employees with both core and advanced customer service skills, ensuring they confidently handle face-to-face interactions and deliver exceptional customer experiences.
With a deeper focus on advanced communication techniques, employees will learn how to build stronger customer connections, manage challenging interactions with confidence, and create memorable service moments that drive customer loyalty.
Through interactive discussions, real-world scenarios, and hands-on role-playing, employees will develop the skills to improve engagement, enhance problem-solving abilities, and consistently exceed customer expectations.
This structured training is delivered as either 3 x 3-hour interactive online sessions or a full-day onsite program, providing employees with practical, hands-on learning experiences that embed best-practice techniques.
Key Course Outcomes Include:
| Advanced customer service skills | Equip employees with the confidence and expertise to handle a variety of customer interactions professionally and effectively. |
| Mastering first impressions | Teach employees how to create a warm, engaging, and professional first impression that sets the tone for a positive customer experience. |
| Handling difficult customers with confidence | Provide employees with the skills and techniques to manage complaints, defuse tense situations, and turn negative experiences into positive outcomes. |
| Building customer trust and loyalty | Develop strategies to strengthen customer relationships, increase repeat business, and leave lasting positive impressions. |
| Interactive role-playing & real-world practice | Employees will apply their skills in a safe, fun, and highly engaging learning environment, ensuring immediate application in the workplace. |
By the end of the course, your employees will have the skills, confidence, and techniques needed to create consistently outstanding customer interactions, enhance customer satisfaction, and positively impact your business outcomes.
Nine Hours of Live Training Delivered Over 3 x 3-Hour Sessions (or one day onsite)
Session One (3 Hours)
1. The Psychology of Customer Service & Sales
Understanding customer motivations, expectations, and the role employees play in the customer experience.
2. Body Language & Voice Projection
Enhancing face-to-face interaction through effective posture, voice control, and body language.
3. How to Engage
Techniques to create strong first impressions and trust from the outset.
Session Two (3 Hours)
4. Discover
Needs-based conversations using empathy, mirroring, and active listening.
5. Educate
Providing personalised, proactive customer solutions.
6. How to Close
Mastering a memorable and positive closing interaction.
Session Three (3 Hours)
7. Energy & Empathy
Consistently maintaining energy, empathy, and clarity.
8. Dealing with Difficult Customers
Practising effective management of challenging interactions.
9. Bringing it all together!
Consolidate and apply skills with interactive practice and feedback.
Course Workbook Included!
We jam a lot into nine 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!
Flexible Training Options – Online or Onsite
We understand that every business has different training needs, which is why the Frontline Customer Service PRO course is available in both online/virtual and onsite delivery formats.
Choose the option that best suits your team, schedule, and budget.
Online Option – Flexible & Cost-Effective
The online version of this course is delivered over 3 x 3-hour live sessions (9 hours total), making it the preferred choice for most businesses. This format minimises operational disruption while maximising learning through short, highly interactive, and engaging sessions.
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!
- Public Online Course: Delivered on three consecutive days (1 x 3-hour session per day) – view upcoming course dates >
- Private Online Course: Offers flexibility in scheduling, allowing you to choose a timeframe that best suits your business.
- Interactive & engaging: Features live discussions, role-playing, and expert coaching.
- Accessible from anywhere: Employees can participate from the office, home, or multiple locations.
Onsite Option – Immersive Full-Day Training
For businesses preferring in-person training, the onsite version of this course can be delivered at your premises as a single-day intensive program (9:00 AM – 5:00 PM).
This option is available for private bookings only and allows for a fully immersive learning experience tailored to your team.
- Customised training: The onsite format allows for more tailored content and hands-on coaching.
- Full-day immersion: Ideal for teams wanting to complete the training in one session.
- Business Transformation: Give your business a competitive edge by transforming your frontline team into customer service leaders who set new industry benchmarks in engagement and service quality.
Note: Travel costs may apply depending on your location, as trainers are not available in every state. Contact us to discuss availability and pricing.
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 | $548 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 >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 >
About Your Trainer, Simon Blair
The Frontline Customer Service PRO course has been designed by Simon Blair, one of Australia’s leading trainers for customer 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’.
Pricing and Payment Options
The price for this Frontline Customer Service PRO course is $548 AUD per person ex GST for the entire nine hours of live online facilitated learning (3 x 3-hour sessions); however, discounts are available depending on the number of employees you would like to train.
Select the preferred public course date at the bottom of this page to purchase tickets or speak to us about a private booking just for your employees.
Each employee who attends the public training will receive:
- Nine hours of live, facilitated training.
- Course workbook containing key action points and prompters.
Payment for the course can be made by credit card, or you can request an invoice (payment must be received before the course commences).
Available Discounts
- Save 15%Â 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 save 25% off all CX Skills courses, plus membership includes 15 self-paced training courses and a host of other benefits. Learn More >
- Want to train your whole team or multiple employees? Â Contact us for volume discounts and availability.
Purchase a Ticket to a Public Frontline Customer Service PRO Course
All the publicly available Frontline Customer Service PRO courses are listed below – click on your preferred date to purchase tickets.
If you have larger numbers (more than 5) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
Our next public course will be on June 3,4 & 5 from 13:30 to 16:30 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 >