Frontline (In-Person / Face-to-Face) Customer Service Training

Equip your in-person teams with proven techniques to deliver confident, professional customer interactions — every time.

Whether you’re onboarding new staff, refreshing core skills, or levelling up to advanced techniques, there’s a course to match.

  • 3 ready-made course options — Essentials, Foundations & PRO
  • Live, facilitated public courses available (online)
  • Private or customised options available (online or onsite)
  • Built for retail, hospitality, service counters, healthcare, transport & more
In-person frontline customer service training courses in Australia

Why In-Person Frontline Customer Service Training Matters

Your frontline employees are the face of your business. Every interaction shapes brand perception, influences customer loyalty, and directly impacts revenue.

Without the right training, even experienced staff can deliver inconsistent service — leading to lost opportunities, frustrated customers, and a damaged reputation.

Our Frontline Customer Service Training equips your team with proven techniques, confidence, and practical skills to handle face-to-face interactions professionally and effectively.

  • Create strong first impressions and positive customer experiences
  • Engage confidently and communicate with professionalism
  • Handle complaints and difficult situations with proven strategies
  • Enhance efficiency while maintaining service quality
  • Apply skills across all customer-facing industries

Together, these skills empower your team to deliver consistent, high-quality service that keeps customers coming back.

In-person frontline customer service training in Australia

Who Should Attend Frontline Customer Service Training?

Our Frontline Customer Service Training courses are built for employees who interact with customers face-to-face and want to enhance their service skills, confidence, and professionalism.

Whether your team works in retail, hospitality, healthcare, customer counters, transport, or any face-to-face service industry, these courses provide the skills to create exceptional customer experiences and stronger business outcomes.

Participants will gain the confidence and expertise to handle interactions professionally, improve satisfaction, and strengthen your brand reputation.

Who frontline training is suitable for

Typical roles that benefit from frontline customer service training:

  • Retail staff: Engaging customers in-store and driving positive experiences.
  • Hospitality teams: Front-of-house staff in restaurants, hotels, bars, and cafes.
  • Event staff: Handling customers at concerts, festivals, and exhibitions.
  • Service counters: Staff at government, banking, or business desks.
  • Healthcare & allied services: Patient and client-facing employees.
  • Transport & travel services: Airports, public transport, and travel hubs.

Looking for other options? We also offer training for phone-based teams, reception staff, and managing difficult customers. Explore all customer service courses

Compare Our Frontline Customer Service Training Options

We offer three structured levels — Essentials, Foundations, and PRO. Each builds on the same proven core skills with increasing depth, practice, and advanced techniques.

All are available as public online courses (book 1 or more staff). Prefer private delivery? We can customise the content and deliver online or onsite to your team.

Frontline Customer Service Training — Essentials vs Foundations vs PRO

Use this table to compare features and choose the right training level for your employees.

Frontline Essentials Frontline Foundations Frontline PRO
Duration 3 Hours (1 session) 6 Hours (2 × 3hr sessions) 9 Hours (3 × 3hr sessions)
Best For New hires & refreshers Teams needing deeper skills Employees ready for expert-level skills
Delivery Live Online / Private Onsite Live Online / Private Onsite Live Online / Private Onsite
Price $278 pp ex GST $428 pp ex GST $548 pp ex GST
Learn More → Learn More → Learn More →

Frontline Customer Service Training — What Your Team Will Learn

These in-person / face-to-face customer service courses drive fast behaviour change. Staff leave with repeatable techniques, practical language and the confidence to deliver great service under pressure.

Create strong first impressions and build rapport quickly
Engage with professionalism, empathy and clear language
Ask better questions and listen actively to uncover needs
Handle complaints and difficult conversations with calm control
Serve multiple customers efficiently without dropping quality
De-escalate tense situations and recover poor experiences
Spot service-to-sales moments and lift conversion ethically
Strengthen brand reputation through consistent service habits
Walk away with ready-to-use phrases, checklists and cues

Public vs Private Frontline (Face-to-Face) Customer Service Training

Public courses are perfect for individuals or small teams who want a ready-made option on set dates — plus fresh ideas from peers across industries.

Private courses give you full control over dates, pace and emphasis. We tailor examples to your venues, workflows and KPIs, and can deliver online or onsite.

Compare the options below or talk to us for a quick recommendation.

Feature Public Course Private Course
Who Attends Open to individuals and teams Exclusive to your team
Learning Environment Cross-industry insights and networking Focused on your roles, sites and goals
Dates & Times Set schedule — easy to plan You choose the timetable
Content Standardised curriculum (core skills) Customised agenda and scenarios
Delivery Live online Live online or onsite
Cost $278–$548 per person Cost-effective for 4+ people
Best For Quick, fixed-date upskilling Tailored, flexible team training
Minimum Numbers No minimums Minimum 4 participants
View Upcoming Public Courses > Learn About Private Training >

Why Live Online Delivery Works for Frontline Teams

Worried online won’t land for face-to-face roles? Our sessions are short, energetic and practical — built to transfer directly to the shop floor, lobby, counter or venue.

  • Highly interactive: Role-plays, demos, small-group breakouts, real-time coaching
  • Low disruption: Bite-sized blocks fit rosters and peak periods
  • Anywhere access: Join from the workplace or at home
  • Immediate application: Ready-to-use phrases and tools
Live online training for in-person customer service

Prefer face-to-face delivery? We can run onsite training at your location (minimums and travel costs may apply). Contact us for details.

Why Businesses Choose CX Skills

We specialise in frontline, in-person customer service. Our trainers are industry practitioners who coach usable habits — not slide decks.

  • Frontline specialists: Practical skills for retail, hospitality, healthcare, transport and service counters
  • Flexible delivery: Public online courses or private sessions — online or onsite
  • Proven methods: Repeatable frameworks for consistency and confidence
  • Top-rated trainers: Led by Simon Blair, one of Australia’s most experienced CX trainers
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Our Customer Service courses are rated 4.9/5.0 from 114+ verified reviews!
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What Our Customers Are Saying

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🎯 What Makes Our Frontline Training Different

No generic theory. Every technique maps to real frontline workflows — counters, queues, venues and shop floors — so skills transfer on day one.

🤝 100% Frontline-Focused

Greeting, queues, service recovery, complaint handling, service-to-sales — built for face-to-face moments.

🎬 Practical & Engaging

Role-plays, live demos and small-group drills with real-time coaching — not death-by-PowerPoint.

🧑‍🏫 Trainers Who’ve Done It

Facilitators with deep frontline and leadership experience. Clear models and usable phrases.

📊 Measurable Uplift

Track improvements in CSAT, first-impression scores, conversion and complaint resolution.

🚀 Built for Busy Sites

Short, structured blocks fit rosters and peak periods; minimal disruption, maximum retention.

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.

Australia Post logo City of Casey logo Federal Circuit Court of Australia logo I-MED Radiology logo MECCA logo Taronga Zoo logo Viking Cruises logo Ultra Tune logo


📅 Upcoming Public Frontline Customer Service Courses


Pick a date, book instantly, and start lifting your team’s in-person customer service performance.

Book one seat or the whole team. Pay by credit card or request an invoice at checkout.

Questions or prefer a private session? Call +61 3 9008 7287 or send a message.

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Frontline (In-Person / Face-to-Face) Customer Service — FAQs

🚀 Save on Training & Improve Customer Interactions with ACXPA

The Australian Customer Experience Professionals Association (ACXPA) helps businesses across all industries deliver better customer experiences, improve service quality, and develop high-performing teams.

As an ACXPA member, you'll get 25% off all CX Skills courses, plus access to industry benchmarks, expert insights, best-practice resources, and a network of professionals to help you enhance your customer service capabilities.

📢 Annual Membership starts from just $35 per employee – saving you money on training while providing ongoing professional development.

🚀 Learn How ACXPA Helps Your Business >