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

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.

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.

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.
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

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

🎯 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.








📅 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.
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.
November 2025 Frontline Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTJoin the November 2025 Frontline Customer Service Foundations course to master premium customer service skills for all face-to-face interactions where customer service matters.
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.
Frontline (In-Person / Face-to-Face) Customer Service — FAQs
Employees who interact with customers face-to-face in retail, hospitality, healthcare, transport, events and service counters — from new starters to seasoned staff needing a refresh.
Public: fixed dates, quick enrolment, no minimum numbers, cross-industry peers.
Private: exclusive to your team, flexible dates, customised scenarios, online or onsite.
Public cohorts run live online. Private programs can be delivered online or onsite at your location (travel costs may apply).
• Essentials: 1 × 3-hour session (core skills).
• Foundations: 2 × 3-hour sessions (more practice and coaching).
• PRO: 3 × 3-hour sessions (advanced techniques and service recovery).
All formats include interactive exercises, realistic role-plays and ready-to-use tools.
Yes — private sessions can be tailored to your sites, scenarios and KPIs. We can add role-plays from your environment and adjust emphasis to match your goals.
Usually, yes — no travel or venue costs, and short blocks reduce operational disruption while keeping sessions hands-on and interactive.
Public: See upcoming dates and book instantly.
Private: Contact us for a tailored proposal.
All three courses cover the same core frontline service fundamentals — creating great first impressions, engaging with professionalism, handling complaints, and building customer satisfaction.
Essentials teaches those fundamentals in a single 3-hour session, perfect for new hires or quick refreshers.
Foundations runs over 2 × 3-hour sessions, giving more time for role-plays, coaching and practice to build confidence and consistency.
PRO is a full 3 × 3-hour program designed for advanced skills — objection handling, service recovery and mastering complex in-person interactions.
Each level adds time, depth and application while reinforcing the same fundamentals — choose the option that best matches your team’s needs and goals.

🚀 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 >