Frontline Customer Service Foundations Training Course
A deeper program than Essentials — giving your team more time, practice, and coaching to master face-to-face customer service skills.
$428 per person ex GST (Discounts Available)
Delivered via 2 x 3-Hour Sessions

ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association (ACXPA), the industry body committed to helping Australian businesses deliver better customer experiences and stronger results.

Frontline Customer Service Foundations Course – Deeper Skills Through Extended Training
The Frontline Customer Service Foundations Course is a comprehensive training experience for employees who serve customers face-to-face in retail, hospitality, tourism, and other in-person roles.
Delivered over 2 x 3-hour live online sessions (6 hours total), this course provides more time for practice, deeper exploration of techniques, and stronger skill development than the Essentials course.
Endorsed by the Australian Customer Experience Professionals Association (ACXPA), it is built on proven service strategies refined through over three decades of real-world results.
From retail counters to hotels, events, airports, or reception desks, your team will gain the tools and confidence to elevate service standards, improve satisfaction, and deliver memorable customer experiences.
Training is interactive and practical — not scripted roleplay. Through scenarios, discussions, and hands-on exercises, employees develop skills they can apply immediately.
With measurable impact on Customer Satisfaction and Net Promoter Score (NPS), participants leave more confident, more professional, and consistently better prepared to handle diverse customer interactions.
Expect a stronger uplift in service quality, employee confidence, and customer sentiment, thanks to the extended time and depth provided by this Foundations program.

Frontline Customer Service Foundations Training Course Fast Facts
Take service skills beyond the basics with more time, practice, and advanced techniques.
Built for employees in face-to-face customer service roles, the Foundations course goes deeper than Essentials. With extended time, more scenarios, and real-time coaching, it helps employees deliver service with greater confidence and consistency.
Delivered across two engaging 3-hour sessions, participants refine their communication, apply advanced frameworks, and practise handling more complex customer situations.
Who Should Attend the Foundations Course?
The Frontline Customer Service Foundations course is designed for employees who serve customers face-to-face and need more time, practice, and depth than the Essentials program.
Whether your team works in retail, hospitality, events, entertainment, transport, or any public-facing role, this course builds deeper skills and confidence to handle a wider range of customer interactions professionally and consistently.
Delivered across two 3-hour sessions, Foundations fits neatly into rosters while providing extended practice and coaching.
This course is ideal for:
- New starters who’d benefit from extra practice beyond a single session.
- Experienced staff who want to sharpen, refresh, and extend their approach.
- Teams preparing for peak periods or higher service expectations.
Please note: This course focuses exclusively on face-to-face customer service. If employees also assist via phone or email, see our Reception Customer Service Courses or browse all Customer Service Courses.

Typical roles that will benefit from this course include:
Foundations Built for Live Online Delivery: Engaging, Practical, and Interactive
Yes, face-to-face service skills can be trained online — when the format is designed for interaction and practice.
The Frontline Customer Service Foundations course is purpose-built for live virtual delivery, with more time for deeper scenarios, guided practice, and coaching.
- ✅ Interactive virtual learning: Live discussions, role-plays, and collaborative activities on Zoom or Teams.
- ✅ Practical & hands-on: Real customer scenarios with expert feedback throughout.
- ✅ Convenient scheduling: Two 3-hour sessions reduce disruption and improve retention.
- ✅ Accessible anywhere: Join from work, home, or multiple locations — no travel required.
Designed for maximum interaction and immediate application, employees leave with usable behaviours that lift customer experience straight away.
Prefer in-person? We offer onsite delivery (minimum numbers and additional costs may apply) — contact us for details.

Frontline Customer Service Foundations — What Your Team Will Learn
The Frontline Customer Service Foundations course develops the same core principles as Essentials, with more time and depth to turn them into consistent habits.
Employees build advanced capability to welcome customers, identify needs, guide decisions, and handle tougher situations with clarity, empathy, and professionalism.
The training is highly interactive, with extended exercises, real-world scenarios, and role-plays so participants can apply enhanced skills immediately.
Every participant receives a Certificate of Achievement and leaves better equipped to deliver reliable, high-quality face-to-face service.
The program includes six modules across two sessions. See the outline below.
Session One – 3 Hours
The first session focuses on the core behaviours and mindset needed to deliver exceptional face-to-face service. Employees will explore customer psychology, body language, and the power of first impressions — giving them the tools to build instant rapport and leave lasting positive impressions.
Through interactive discussions and practical exercises, participants will develop confidence in how they present themselves, engage with professionalism, and use natural techniques to manage expectations and customer emotions.
By the end of this session, employees will have a strong foundation in what drives outstanding service — and how their own communication choices directly influence customer outcomes.
1. The Psychology of Customer Service & Sales
Understand customer motivations and expectations based on proven research, exploring the importance of customer experience (CX) in driving business success.
2. How to Start and Finish any Customer Interaction
Create positive first impressions by clearly demonstrating intent and ownership, managing expectations, and building trust. Learn techniques for strong and memorable finishes to interactions.
3. Body Language & Voice Projection
Master techniques for posture, breathing, voice projection, and body language to improve face-to-face interactions, boosting customer confidence and satisfaction.
Session Two – 3 Hours
Building on the first session, employees will now deepen their skillset with advanced communication tools designed to uncover needs, educate customers clearly, and professionally manage difficult interactions.
They’ll learn structured methods for needs discovery, proactive information delivery, and emotional defusion — all grounded in practical role-play and real-world examples.
This session prepares your team to handle more complex scenarios with confidence, clarity, and control — equipping them to consistently deliver high-quality, human-centred service experiences.
4. Needs Discovery
Utilise proven conversational techniques to efficiently uncover customer needs, goals, and concerns, ensuring relevant solutions for customer service and sales scenarios.
5. How to Educate & Inform for Success
Develop skills to effectively educate and inform customers through proactive communication, regular checks of understanding, and tailored information delivery for optimal results.
6. Handling Difficult Customers
Learn and practise vocal and body language strategies for managing challenging customer behaviours, defusing emotions, and resolving difficult interactions calmly and professionally.
Course Workbook Included!
With six 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.
What Your Team Will Walk Away With:
Compare Alternative Frontline Customer Service Courses
You're currently viewing the Frontline Customer Service Foundations course — a comprehensive, two-session training for face-to-face customer service professionals. If you’re after a shorter introduction or a more advanced training path, check out our Essentials or PRO courses below.
Not quite the right fit? We also offer training for phone-based staff, reception roles, and managing difficult customers. Explore all customer service courses →
Looking for a lower-cost option? Check out our self-paced online courses, including pathways like the Customer Service Course and the Sales Skills Course.
Private Frontline Customer Service Foundations Training – Customised for Your Team
Every business has different service challenges. Our private Frontline Foundations training gives your team a more in-depth, customised experience with extended practice and coaching to lift capability across the board.
Choosing a private course allows you to:
- ✔ Schedule sessions at times that suit your team’s roster and workload.
- ✔ Train together, building shared language and consistent service behaviours.
- ✔ Tailor content to your industry, customers, and real-world scenarios.
- ✔ Maintain confidentiality while focusing on your exact service challenges.
- ✔ Receive extended coaching and feedback across both sessions.
Prefer onsite delivery? For businesses seeking onsite training, we can bring Foundations training directly to your workplace (minimum numbers and travel costs apply).
📞 Contact us today to discuss pricing, availability, and customised options for your team.

Feature | Foundations Public Course | Foundations Private Course |
---|---|---|
Who Attends | Open to all companies and individuals | Your team only |
Learning Environment | Gain fresh insights by training alongside participants from other industries | Customised to your team’s service goals and customer scenarios |
Dates & Times | Fixed schedule for easy planning | Fully flexible to match your operations |
Content | Standard Foundations curriculum covering extended frameworks and techniques | Adapted modules aligned to your business needs and examples |
Delivery Method | Live online via Zoom or Teams | Live online or onsite (Melbourne & VIC) |
Cost | $428 per person ex GST | More cost-effective for larger groups |
Best For | Businesses seeking a proven, ready-made extended training solution | Companies wanting a tailored program with full team engagement |
Minimum Numbers | No minimum (book one or more employees) | Minimum of 4 participants |
View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best? Contact us and we’ll help you choose the right solution.
Trainer for the Frontline Customer Service Foundations Course
The Frontline Customer Service Foundations course is 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 blends behavioural science, proven frameworks, and practical coaching that empowers 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’.
What Participants Say About Our Frontline 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:
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.








Looking to transform your whole business with a customer-first mindset?
The Service Experience Essentials course is designed for all employees — frontline or behind-the-scenes — fostering collaboration and instilling a powerful customer-focused culture across your entire organisation, including administration, operations, finance, marketing, HR, and more.
Delivered as a dynamic 3-hour session, this course teaches practical, immediately actionable skills to elevate internal and external customer interactions and enhance overall business outcomes.
Frontline Customer Service Foundations Course Pricing & Payment Options
Facilitated by Simon Blair, the Frontline Customer Service Foundations course is $428 per person (ex GST) for six hours of interactive training delivered across two live sessions.
No minimum numbers are required — enrol a single employee or your whole team in an upcoming public session.
Select your preferred date below and complete the quick booking process to confirm places.
💳 Choose to pay instantly by credit card or request an invoice during checkout.
Invest in stronger frontline performance today — give your employees the extended time and coaching they need to excel. ✅

Purchase a Ticket to a Public Frontline Customer Service Foundations 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 course?
Want to enrol multiple employees or explore a customised training option?
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!
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.

💡 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 >Frontline Customer Service Foundations — FAQs
The Foundations course is ideal for employees who already have some customer service experience and want to deepen their skills. It also works well for new starters who’d benefit from extra time and practice beyond the Essentials course.
The Foundations course runs over two live 3-hour sessions (6 hours total). This extended format allows for more scenarios, guided practice, and coaching than Essentials.
All three courses teach the same core customer service principles. Essentials delivers them in a single 3-hour session. Foundations gives employees more time to practise, apply techniques, and build confidence across six hours. PRO goes further again, with advanced scenarios, extended coaching, and skill refinement.
For general FAQs about delivery, certificates, and payments, see the Frontline Customer Service Training page.