Frontline Customer Service Training
Give Your Customers the Best Experience – Every Time
Your frontline employees are the face of your business.
Every interaction shapes brand perception, customer loyalty, and revenue. But without the right training, inconsistent service can lead to lost opportunities and frustrated customers.
Our Frontline Customer Service Training provides your team with proven techniques, confidence, and practical skills to handle face-to-face interactions professionally and effectively.
Developed by industry experts and aligned with best practices from the Australian Customer Experience Professionals Association (ACXPA), our training ensures positive, engaging, and consistent service – every time.
Whether you’re training new employees or upskilling existing staff, our structured courses and private training options help build customer service excellence across your team.
Learn more about our in-person frontline customer service training courses by exploring the page or jump straight to a key section:
Why Frontline Customer Service Training is Essential
Your frontline employees are the face of your business.
Every customer interaction shapes brand perception, influences customer loyalty, and directly impacts revenue.
Yet, many frontline staff receive little to no formal training, leading to inconsistent service experiences and lost business opportunities.
Our Frontline Customer Service Training programs provide employees with the confidence and skills to handle face-to-face customer interactions professionally and effectively.
From managing first impressions to handling difficult customers, we equip your team with proven techniques that create immediate and lasting improvements in service quality.
Whether your employees work in retail, hospitality, customer service counters, transport, or professional service roles, investing in customer service training ensures they deliver positive, consistent, and professional interactions—every time.
Investing in frontline customer service training delivers measurable improvements in key business areas.
Well-trained employees provide exceptional service, leading to higher customer satisfaction, increased revenue, and a stronger brand reputation.
Our training programs focus on building these critical frontline customer service skills:
This is why our Frontline Customer Service Training programs focus on developing essential soft skills for customer service, ensuring employees can build rapport, handle challenges with confidence, and deliver a consistently high level of service.
Who Will Benefit from Frontline Customer Service Training?
Our Frontline Customer Service Training courses are designed 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, customer service counters, transport, healthcare, or any customer-facing industry, these courses provide the essential skills to create exceptional customer experiences and improve business outcomes.
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.
- Healthcare & allied services: Front-desk staff, medical receptionists, and admin teams providing in-person customer service to patients and clients.
- 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.
Across our range of courses, your team will gain the confidence and expertise to handle customer interactions professionally, enhance customer satisfaction, and strengthen your business’s service reputation.
Explore Our Ready-Made Frontline Customer Service Courses
We offer three ready-made course options, designed to equip employees in face-to-face customer service roles with the skills, confidence, and techniques to deliver exceptional service.
Our structured approach ensures maximum impact with minimal disruption, allowing businesses to train their teams efficiently without the hassle of creating a program from scratch.
Each course is delivered live and online by industry expert Simon Blair, providing a practical and interactive learning experience.
Whether your team needs foundational customer service training or advanced skills in managing difficult customers, our courses provide the right balance of proven techniques, hands-on practice, and real-world application to drive measurable results.
Benefits of Our Ready-made Courses:
Proven Framework
Developed from decades of experience, aligned with industry best practices and real-world frontline customer service challenges.
Flexible Levels
Choose the course that best suits your team – from frontline customer service essentials to advanced customer handling techniques in the PRO course.
Hassle-Free Training
No need to design a curriculum – we’ve done the work for you, ensuring a seamless and engaging learning experience.
While our three-course structure for frontline customer service training works for most businesses, we also understand that every organisation is unique.
If you need a tailored solution, we can custom-design a training program to address your specific challenges and business goals.
Browse the options below to find the perfect course for your team, or contact us to discuss private and custom training solutions.
Frontline Customer Service Essentials (3 Hours)
The Essentials course provides a fast, effective way to equip frontline employees with the critical customer service skills needed to create outstanding first impressions and handle customer interactions professionally.
With a focus on the core fundamentals, this 3-hour course is perfect for onboarding new hires or refreshing skills for existing team members in face-to-face customer service roles.
Course Details:
- Name: Frontline Customer Service Essentials
- Duration: 1 x 3 hours
- Price: $278.00 per person ex GST
- Outcomes:
- Develop confidence in face-to-face customer interactions.
- Learn structured approaches for managing difficult customers and service challenges.
- Enhance professionalism, communication skills, and service etiquette.
Why Choose This Course?
This course is ideal for businesses seeking a quick yet effective training session that delivers immediate improvements in frontline customer service performance.
Frontline Customer Service Foundations (6 Hours)
The Foundations course builds on the core customer service principles by equipping employees with deeper skills in handling customer interactions, improving communication, and delivering consistently high service standards.
Delivered across two interactive 3-hour sessions, this course is designed for frontline staff who need more advanced techniques to handle a variety of real-world customer service situations.
Course Details:
- Name: Frontline Customer Service Foundations
- Duration: 2 x 3-hour sessions
- Price: $428.00
- Outcomes:
- Improve customer engagement and build stronger rapport.
- Develop confidence in handling service challenges, including complaints and difficult customers.
- Enhance problem-solving skills to deliver fast and effective resolutions.
Why Choose This Course?
This course is ideal for businesses looking to elevate their frontline team’s customer service capabilities and ensure consistently high service standards.
Frontline Customer Service PRO (9 Hours)
The PRO course is designed for frontline employees who want to develop expert-level customer service skills, confidently handle challenging interactions, and create consistently positive customer experiences.
Delivered across three engaging 3-hour sessions, this course provides in-depth coaching and practical techniques that can benefit employees of all experience levels - whether they are new to customer service or looking to refine and elevate their existing skills.
Course Details:
- Name: Frontline Customer ServicePRO
- Duration: 3 x 3-hour sessions
- Price: $548.00
- Outcomes:
- Master advanced customer engagement techniques to build trust and loyalty.
- Develop confidence in managing high-pressure and emotionally charged situations.
- Learn expert strategies for service recovery and turning complaints into positive experiences.
- Gain a deeper understanding of customer behaviour and service psychology.
Why Choose This Course?
This program is ideal for any frontline employee - whether new to customer service or experienced - who wants to develop elite customer service skills, confidently handle difficult situations, and deliver outstanding service experiences.
Compare Our Frontline Customer Service Courses
Not sure which course is right for your team? Use the table below to compare our Essentials, Foundations, and PRO training options to find the best fit for your business.
| Feature | Essentials | Foundations | PRO |
|---|---|---|---|
| Duration | 3 Hours (Single session) | 6 Hours (2 x 3-hour sessions) | 9 Hours (3 x 3-hour sessions) |
| Best For | New hires, refresher training & fast impact with minimal time | Teams needing deeper skills with more practice | Those wanting expert-level customer service training |
| Delivery Format | Public Courses: Live Online Private Training: Online or Onsite | Public Courses: Live Online Private Training: Online or Onsite | Public Courses: Live Online Private Training: Online or Onsite |
| Price | $278 per person | $428 per person | $548 per person |
| Learn More > | Learn More > | Learn More > |
Looking for a Different Type of Customer Service Training?
These frontline customer service courses focus specifically on face-to-face customer service training. If your team also handles phone calls, emails, or technical support inquiries, explore our other training options below to find the perfect fit.
Phone Customer Service Training
Training for teams who primarily handle customer interactions over the phone.
Learn More >Reception Customer Service Training
Training that covers both face-to-face and phone/email interactions.
Learn More >Technical Support Customer Service Training
For teams providing technical support and troubleshooting.
Learn More >Public vs Private Customer Service Training Options
Whether you need a flexible or tailored training solution, we offer both public and private customer service training options to suit your team’s requirements.
Our public Frontline Customer Service Training courses are perfect for individuals or small teams looking to develop their skills in a structured, interactive learning environment.
These sessions bring together participants from different businesses, offering diverse insights and shared learning experiences.
For businesses with frequent staff turnover, public courses also provide a simple way to onboard new employees with the same high-quality training, ensuring consistency in customer service skills across your workforce.
Our private customer service training provides a customised experience tailored exclusively for your team. You’ll have the flexibility to choose the schedule, adjust content, and focus on specific customer service challenges unique to your business.
Compare the options below to find the best fit for your organisation. If you’re unsure, get in touch – we’ll help you select the right solution to enhance your team’s face-to-face customer service skills.
| 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 | $278 - $548 per person (depending on the course) | 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.
Contact Us >Concerned About Online Learning? Here’s Why It Works
Many businesses worry that online training won’t be as engaging or effective as in-person sessions for frontline customer service.
However, our live online training is designed specifically for interaction, practical learning, and real-world application.
- Highly interactive sessions: Delivered via Zoom or Teams, employees participate in scenario-based role plays, group discussions, and collaborative activities.
- Practical & hands-on learning: Employees practice handling real-world customer interactions with immediate expert feedback and coaching.
- Convenient & flexible scheduling: Short, focused sessions fit around shift patterns, reducing business disruption and improving retention.
- Join from anywhere: No need for travel – employees can learn from their workplace or home while still engaging with peers and trainers.
- Industry-aligned training: Our courses follow best practices from the ACXPA Customer Service Quality Standards, ensuring real-world relevance and practical takeaways.
Our online training delivers the same high-impact learning experience as in-person workshops – ensuring your employees leave with immediate, actionable skills to improve customer interactions.
💡 Prefer face-to-face training? We also offer onsite training (minimum numbers and additional costs may apply) — contact us for more details.
Why Businesses Choose CX Skills
With hundreds of satisfied customers across Australia, we’ve built a reputation for delivering exceptional training that produces real results.
Here’s why organisations of all sizes trust us to deliver their frontline customer service training:
• Specialised Expertise: We specialise in frontline customer service training, equipping staff with the skills to engage customers professionally, communicate with confidence, and handle face-to-face interactions effectively to deliver outstanding service.
• Flexible Delivery: Public and private courses delivered live online or onsite.
• Proven Methods: Soft skills and behaviours aligned with the Australian Customer Experience Professionals Association (ACXPA) Quality Standards and are designed to deliver immediate results.
• Industry-Leading Trainers: Courses facilitated by Simon Blair, Australia’s top customer service trainer.
Ready to Elevate Your Frontline Team’s Customer Service Skills?
Invest in your team with live, interactive training designed for frontline customer service employees.
Our expert-led courses provide practical skills your employees can apply immediately, helping to improve customer satisfaction, efficiency, and confidence.
Choose the Best Training Option for Your Team
• Public Course Dates: Secure your spot in one of our upcoming public courses. See the available dates below.
• Private Training: Need more flexibility? Contact us for a tailored quote and scheduling options.
How to get in touch: Call us on 03 9008 7287, email us at enquiries@cxskills.com.au, or send us an online message >
Upcoming Public Frontline Customer Service Training Courses:
🎟️ Select a course below to secure tickets – you can purchase instantly via credit card or request an invoice on checkout.
New public course dates are published on a regular basis!
May 2025 Frontline Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe May 2025 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service.
June 2025 Frontline Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTJoin the June 2025 Frontline Customer Service Foundations course to master premium customer service skills for all face-to-face interactions where customer service matters.
June 2025 Frontline Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTJoin the June 2025 Frontline Customer Service PRO course to gain advanced skills and strategies for handling face-to-face customer interactions with confidence, professionalism, and impact.
July 2025 Frontline Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe July 2025 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service.
August 2025 Frontline Customer Service Foundations
Online via Zoom Price: $428.00 AUD ex GSTJoin the August 2025 Frontline Customer Service Foundations course to master premium customer service skills for all face-to-face interactions where customer service matters.
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.
August 2025 Frontline Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe August 2025 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service.
🚀 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 >Frequently Asked Questions (FAQs)
Who should attend these courses?
Our Frontline Customer Service Training courses are designed 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, customer service counters, transport, healthcare, or any customer-facing industry, these courses provide essential skills to deliver exceptional service.
What’s the difference between public and private courses?
• Public courses are scheduled training sessions where employees from different companies join together for structured learning. Ideal for smaller teams or individual employees.
• Private courses are exclusive to your organisation, allowing for flexible scheduling and customisation to focus on your specific challenges and objectives.
Are the courses delivered online or in person?
All public courses are delivered live online via Zoom (or Teams), providing an engaging and interactive learning experience without the need for travel.
Private courses can be delivered online or onsite at your location (travel fees may apply).
How long are the courses, and what’s included?
• Essentials Course: 1 x 3-hour session covering core customer service skills.
• Foundations Course: 2 x 3-hour sessions focusing on deeper engagement and communication strategies.
• PRO Course: 3 x 3-hour sessions including advanced skills, complaint handling, and professionalism.
All courses include interactive exercises, practical role-playing, and real-world application.
What if I need to train my entire team?
For larger teams, a private training session is the best option. We can schedule sessions to fit your business operations and customise the training content to meet your team’s needs.
Contact us for a customised quote.
Can the content be customised for our business?
Our courses are designed to cover a broad range of frontline customer service skills.
While public courses follow a structured curriculum, private courses allow you to:
• Adjust course length based on your team’s availability.
• Focus on specific customer service challenges in your business.
• Incorporate real-world scenarios, business processes, or role-playing exercises.
If you’d like a fully tailored training solution, get in touch to discuss your requirements.
Is online training more cost-effective than in-person training?
Online training reduces costs associated with travel, venue hire, and catering, making it a cost-effective option while still delivering high-impact learning.
With live online training, you get:
• Expert-led training without travel expenses.
• Flexible scheduling that minimises disruption.
• Smaller, interactive sessions for better engagement.
How do I book a course?
• Public Courses: View upcoming dates and click “Learn More & Get Tickets” to book online.
• Private Courses: Contact us to discuss your training needs and receive a customised proposal.