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

4.9
Rated 4.9/5.0 from verified customer service course participants
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ACXPA Certified Badge

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 Training Course

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 in Australia

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.

Advanced communication techniques – Go beyond the basics with structured, practical, and natural service skills.
2 x 3-hour sessions – More time for deeper learning, practice, and scenario-based coaching.
Highly interactive & retention-focused – Designed to maximise engagement, application, and long-term results.
Public course options – Enrol individuals or send your whole team.
Private & customised delivery – Tailored to suit your industry and business needs.
Led by Simon Blair – One of Australia’s most experienced and respected customer service trainers.

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.

If your team regularly serves customers face-to-face, Foundations develops the same core principles as Essentials with more time for application and real-world scenarios.

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.

Frontline Customer Service Foundations Training - Suitable Participants

Typical roles that will benefit from this course include:

🛍️ Retail employees: Store and floor staff engaging customers directly.
🍽️ Hospitality teams: Front-of-house staff in restaurants, cafes, bars, and hotels.
🎟️ Event staff: Teams supporting concerts, festivals, sporting events, and expos.
🧾 Service counters & reception: Staff handling enquiries and requests in person.
✈️ Transport & travel services: Teams assisting customers in airports, transit, and venues.
🙋 Any face-to-face role: Employees who benefit from deeper techniques and extended practice.

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.

👉 See how our live online training works >

Online Customer Service Foundations Training for face-to-face roles

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 1

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 2

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:

Confidence in Every Interaction: Employees will know exactly how to start, manage, and finish face-to-face customer interactions using structured behaviours that build trust, calm tension, and leave a positive impression.
Practical Tools for Real-World Challenges: From uncovering needs to handling objections and defusing difficult situations, your team will be equipped with strategies they can use immediately on the job.
Stronger Service Standards & Measurable Impact: With expert coaching and real-time feedback, employees leave with repeatable, high-performing service behaviours that elevate NPS, reduce friction, and improve customer satisfaction.

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.

Frontline Customer Service Essentials

A fast, focused course covering the basics of face-to-face customer service.

Duration: 1 x 3-hour session
Price: $278 ex GST
Learn More >

Frontline Customer Service Foundations

Builds on the basics with deeper behavioural skills, customer engagement strategies, and real-world practice.

Duration: 2 x 3-hour sessions
Price: $428 ex GST
You're currently viewing this course.

Frontline Customer Service PRO

Advanced techniques and performance coaching for experienced frontline professionals.

Duration: 3 x 3-hour sessions
Price: $548 ex GST
Learn More >

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.

Private Customer Service Foundations Training for Businesses
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’.

Simon Blair 2022 Profile Photo for CX Skills
Simon Blair, one of Australia's leading customer service trainers!

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.

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

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.

$428 ex GST
Per Employee
2 x 3hr Live Online Sessions

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. ✅

Online Customer Service Foundations Training Course
💰 Save 15% when booking 3 or more employees in one transaction.
⭐ ACXPA Members save 25% on all CX Skills courses — plus unlock 15 included self-paced courses. Learn More >
👥 Special pricing available for larger teams — contact us to discuss tailored group rates.
📍 Prefer a private program? Flexible onsite or online delivery available for teams of 5 or more — Get in touch >

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!

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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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Frontline Customer Service Foundations — FAQs