Frontline Customer Service PRO Training Course
$548 AUD ex GST (Discounts Available)
teaching premium face to face customer service skills.
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Master In-Person Customer Service & Drive Sales – 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, with a clear focus on enhancing both service excellence and sales outcomes.
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, build stronger customer relationships, and capitalise on sales opportunities.
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, Sales Conversion, 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, create memorable interactions, and naturally increase sales.
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, identify and pursue sales/upselling opportunities, 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, sales performance, and measurable business results.
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 customer satisfaction, improved sales, 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, driving both satisfaction and sales.
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.
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.
Typical roles that will benefit from this course include:
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.
The Psychology of Service & Creating Premium Customer Experiences
This session sets the stage by exploring what drives customers to say “yes” — and how face-to-face interactions can influence decision-making without pressure or gimmicks.
We'll compare traditional vs. modern service approaches, introduce key customer experience standards, and show how to establish trust, manage expectations, and make powerful first impressions.
Employees will participate in expert-led discussions, demonstrations, and live simulations to embed early-stage customer service behaviours that drive long-term customer satisfaction and loyalty.
1. The Psychology of Customer Service & Sales
Dive deep into the core motivations and expectations that drive customer behaviour. This module leverages proven psychological principles to help your team understand the 'why' behind customer actions, enabling them to anticipate needs, build rapport, and strategically enhance every interaction for mutual success and positive business outcomes.
2. Body Language & Voice Projection
Master the art of non-verbal communication to profoundly impact face-to-face interactions. Participants will learn advanced techniques in posture, expressive voice control, and strategic body language to convey professionalism, confidence, and empathy, significantly boosting customer perception and overall satisfaction.
3. How to Engage
Develop sophisticated techniques to create powerful first impressions and establish immediate trust with customers. This module focuses on proactive engagement strategies that build rapport from the outset, ensuring every customer feels valued and understood, setting a positive tone for the entire interaction.
Advanced Discovery & Customer Engagement That Build Trust
In this session, we focus on uncovering customer needs before offering solutions — a skill that separates transactional service from true customer advocacy.
Employees will learn advanced discovery techniques (including ones adapted from negotiation training), how to effectively educate customers using clear, structured messaging, and how to build solutions naturally while handling various customer scenarios.
Real-time practice and targeted coaching help embed the core behaviours that lead to better engagement, fewer pushbacks, and more confident customer interactions.
4. Discover
Hone your team's ability to conduct needs-based conversations through advanced empathy techniques, mirroring, and precision active listening. This module empowers employees to uncover explicit and implicit customer needs, ensuring proposed solutions are perfectly aligned and highly effective, leading to greater satisfaction and successful outcomes.
5. Educate
Equip your team with strategies for providing personalised, proactive customer solutions. This module focuses on clearly articulating information, anticipating questions, and guiding customers through complex choices with confidence and clarity, transforming service interactions into educational and empowering experiences.
6. How to Close
Master the art of concluding customer interactions with impact, ensuring a memorable and positive closing experience. This module covers techniques for confirming understanding, solidifying satisfaction, and leaving customers with a lasting positive impression, fostering loyalty and encouraging repeat engagement.
Closing with Confidence, Clarity & Empathy
The final session brings everything together — from managing overall energy and demonstrating empathy to effectively dealing with difficult customers and applying all learned skills in real-world scenarios.
Employees will refine their voice, energy, and delivery using vocal coaching, advanced empathy strategies, and guided frameworks for managing complex interactions. We also run end-to-end service simulations to test and refine all the skills learned so far.
This session builds capability, confidence, and consistency — helping employees conclude interactions professionally and apply their new skills in real-world face-to-face customer service conversations.
7. Energy & Empathy
Cultivate the critical skills of consistently maintaining high energy levels and deep empathy throughout demanding shifts. This module provides practical tools and mindset techniques to ensure your team remains positive, focused, and genuinely connected with every customer, even under pressure, enhancing overall service quality.
8. Dealing with Difficult Customers
Equip your team with advanced strategies and extensive practice for effectively managing challenging customer interactions. This module focuses on de-escalation techniques, professional complaint resolution, and transforming potentially negative encounters into positive outcomes, safeguarding customer relationships and brand reputation.
9. Bringing it all together!
This comprehensive capstone module consolidates all learned skills through immersive, interactive practice and personalised feedback sessions. Participants will apply integrated techniques in realistic scenarios, solidifying their confidence and expertise, and leaving with a practical action plan for immediate and sustained excellence in frontline customer service.
Course Workbook Included!
With nine 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.
Key Course Outcomes
By the end of the course, your employees will have the skills, confidence, and techniques needed to consistently outstanding customer interactions, enhance customer satisfaction, and positively impact your business outcomes.
Compare Alternative Frontline Customer Service Courses
You're currently viewing the Frontline Customer Service PRO course — an advanced, three-session training for experienced face-to-face customer service professionals. If you’re after a shorter introduction or a more foundational training path, check out our Essentials or Foundations courses below.
Need something else? We also offer training for phone-based staff, reception teams, and managing difficult customers. Explore all customer service courses →
Flexible Delivery Options – Online or Onsite
The Frontline Customer Service PRO course is available in two formats that best suits your team, schedule, and business goals.
1. Online Option – Flexible & Cost-Effective
Delivered over 3 x 3-hour live online sessions (9 hours total), the online version of the Frontline Customer Service PRO course is a popular choice for businesses looking to minimise disruption while maximising advanced skill development.
Employees join from anywhere — office, home, or remote — and stay involved through live coaching, dynamic breakout rooms, advanced role-plays, and real-time group discussions tailored to high-level customer interactions.
- ✅ Public Courses: Delivered over 3 days (1 x 3-hour session per day)
- ✅ Private Courses: Schedule the dates that suit your team best
- ✅ Highly Interactive & Practical: Advanced role-plays, live coaching, and collaborative activities
- ✅ No travel required: Accessible from any location with a stable internet connection
- ✅ Best-practice content: Aligned with leading customer experience standards for face-to-face service
2. Onsite Option – Immersive Full-Day Training
Prefer face-to-face training? The onsite version is delivered as a single full-day program (9:00 AM – 5:00 PM) at your premises — ideal for teams wanting a deeper, fully immersive, and highly collaborative experience.
Tailored exclusively for private groups, this format combines high-level content with intensive coaching and peer collaboration in a dynamic in-person setting, ensuring maximum skill application and team cohesion.
- ✅ Private delivery only: Dedicated, exclusive session for your team
- ✅ Customised content: Tailored advanced scenarios and industry-specific examples
- ✅ Hands-on practice: Advanced role-plays, in-depth coaching, and deep group discussions
- ✅ Immersive learning: One-day format maximises focus, engagement, and immediate application
Note: Travel costs may apply based on your location. Contact us to discuss availability and pricing for onsite delivery.
About Your Trainer
The Frontline Customer Service PRO 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’.
Private Training Options – Designed for Impact
If you’re looking to embed a culture of service excellence across your team, our private Frontline Customer Service PRO course delivers a high-impact, tailored solution.
Choosing a private course allows you to:
- ✔ Schedule sessions across three modules to fit seamlessly into your operations.
- ✔ Upskill your team in a consistent, structured way that drives long-term behaviour change.
- ✔ Tailor examples and role-plays to reflect the real-world situations your team faces.
- ✔ Keep training confidential and laser-focused on your unique service challenges.
- ✔ Receive detailed coaching and performance feedback throughout all sessions.
Prefer onsite training? This course can be delivered face-to-face at your workplace (minimums and travel charges apply).
📞 Contact us today to discuss private delivery options, pricing, and how we can customise this program for your team.
| 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 | $548 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.
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.
Pricing and Payment Options
Facilitated by Simon Blair, the Frontline Customer Service PRO course is $548 per person (ex GST) for nine hours of high-impact, advanced training delivered over three live sessions.
You can enrol one person or your entire team — no minimum numbers required for public sessions.
Select your preferred date below and complete the simple checkout process to secure your spot.
💳 Both credit card and invoice payments are available during booking.
Ready to elevate your frontline service to an expert level? Lock in your team’s training today! ✅
Your employees won’t just sit and listen — they’ll actively learn, practise, and apply advanced proven techniques that enhance service standards immediately. Expect expert-level confidence, seamless interactions, and a significant return on training investment.
Purchase a Ticket to a Public Frontline Customer Service PRO 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 advanced course?
Want to enrol multiple employees or explore a customised training option for your team?
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 PRO
Online via Zoom Price: $548.00 AUD ex GSTJoin the August 2025 Frontline Customer Service PRO course to gain advanced skills and strategies for handling face-to-face customer interactions with confidence, professionalism, and impact.
November 2025 Frontline Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTJoin the November 2025 Frontline Customer Service PRO course to gain advanced skills and strategies for handling face-to-face customer interactions with confidence, professionalism, and impact.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
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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.
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