Frontline Service Essentials Training Course

A practical entry-level program to build confidence and lift face-to-face customer service skills in just one session.

$278 per person ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session

4.9
Rated 4.9/5.0 from verified customer service course participants
Excellent86%
Very good14%
Average0%
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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 Service Essentials Training Course

Frontline Customer Service Essentials: Build Confidence in Every Interaction

The Frontline Customer Service Essentials Course is a short, high-impact program designed for employees who interact with customers face-to-face in retail, hospitality, tourism, events and other service environments.

In just 1 x 3-hour live online session, your team will learn the practical skills to make every customer feel valued — from creating a strong first impression to handling common challenges with professionalism.

Backed by the Australian Customer Experience Professionals Association (ACXPA), the training is built on proven customer service techniques refined over three decades. It’s not about rigid scripts — it’s about authentic behaviours that make service natural and memorable.

Whether in retail, hospitality, hotels, events, front desks, airports or service counters, this course gives employees a structured, human-centred approach that elevates service standards, boosts satisfaction, and builds lasting loyalty.

Participants will gain confidence to engage customers warmly, communicate clearly, resolve issues smoothly, and leave people feeling genuinely cared for.

With a direct impact on key measures like Customer Satisfaction and Net Promoter Score (NPS), this training delivers visible improvements in professionalism and service consistency.

Expect a fast uplift as employees adopt the right mindset, structure, and techniques to consistently deliver excellent face-to-face service.

Frontline Service Essentials Training Course in Australia

Frontline Customer Service Essentials – Fast Facts

A practical entry-level course for face-to-face service roles.

Designed for employees working in customer-facing service roles, this Essentials course provides the skills to create positive first impressions, manage interactions confidently, and leave customers feeling valued.

Delivered in an engaging, 3-hour live online session, participants gain simple, repeatable techniques to improve customer satisfaction and deliver consistent service excellence.

Perfect for in-person service roles – Retail, hospitality, reception, events, tourism and more.
3 hours of expert-led training – Delivered live online in one focused, high-impact session.
Real-world, proven techniques – Practical behaviours that work across industries, not generic scripts.
Interactive & engaging – Relatable scenarios, role-plays, and plenty of lightbulb moments.
Flexible delivery options – Enrol a single employee or run a tailored session for your whole team.
Led by Simon Blair – One of Australia’s leading experts in customer service and behavioural training.

Who Should Attend the Essentials Course?

The Frontline Customer Service Essentials course is designed for employees who serve customers directly in face-to-face environments and need a strong foundation in service skills.

Whether in retail, hospitality, events, entertainment, or any public-facing role, this program equips employees with the tools and confidence to manage interactions smoothly and professionally.

Delivered in a single 3-hour session, it’s easy to schedule while providing immediately applicable skills.

If your team serves customers face-to-face – this course builds the confidence and consistency to create standout experiences.

This Essentials program is ideal for:

  • New starters who need a structured, professional introduction to in-person service.
  • Existing employees who would benefit from a refresh or more confidence in customer interactions.
  • Teams gearing up for peak periods, events, or new campaigns where service standards matter most.

Please note: This course focuses exclusively on face-to-face customer service. If employees also support customers via phone or email, see our Reception Customer Service Courses or browse all our Customer Service Courses.

Frontline Customer Service Essentials - Suitable Participants

Typical roles that benefit from this course include:

🛍️ Retail employees: Staff in shops and stores who engage customers directly.
🍽️ Hospitality teams: Front-of-house staff in restaurants, cafes, bars, and hotels.
🎟️ Event staff: Employees supporting concerts, festivals, sporting events, and expos.
🧾 Customer service counters: Staff handling enquiries and requests in person.
✈️ Transport & travel services: Employees assisting customers in airports, public transport, and other travel settings.
🙋 Any role with face-to-face interaction: If employees engage customers directly, this course will enhance their effectiveness.

Essentials Built for Live Online Delivery: Highly Engaging and Practical

People often wonder if face-to-face service skills can be developed online. When the format is designed properly, yes — and the results stick.

The Frontline Customer Service Essentials course is purpose-built for live virtual delivery. Participants stay active through real-time discussion, exercises, and scenario practice with feedback.

  • Interactive virtual learning: Practice, discussion, and collaborative activities in real time.
  • Hands-on and practical: Real-world scenarios with guidance from an expert trainer.
  • Easy to schedule: One 3-hour session that fits neatly into rosters.
  • Accessible anywhere: Join from the workplace, home, or multiple sites with no travel.

The design prioritises interaction and immediate application, so employees leave with usable behaviours that improve customer experiences straight away.

Prefer onsite delivery? For Melbourne and Victorian businesses we can run this program in person (additional costs may apply). See private training details below.

👉 How we run effective live online sessions >

Essentials live online customer service training for face-to-face roles

Frontline Service Essentials Course Modules

The Frontline Customer Service Essentials program builds the core behaviours needed for great face-to-face interactions.

Employees learn simple, proven methods to welcome customers, build quick rapport, and manage common scenarios with clarity and care.

The session blends short explanations with group discussion and live role-plays, so participants can apply new skills immediately.

Every participant receives a Certificate of Achievement and leaves with practical tools to lift service standards.

The course is structured into five modules, outlined below.

1. How to Engage

How to create a strong first impression by using a warm and welcoming greeting, clearly demonstrating a genuine desire to help, and using effective body language to build trust and confidence.

2. Discover & Educate

Initiate meaningful conversations to identify customer needs, actively listen, and provide tailored, personalised information to educate and assist customers effectively.

3. Body Language & Voice Projection

Explore and practise effective posture, breathing techniques, voice projection, and confident body language to enhance face-to-face communication and customer confidence.

4. How to Close

Create lasting positive impressions with confident endings to customer interactions, using gratitude, warmth, and smooth, professional farewells.

5. Dealing with Difficult Customers

Learn a simple yet powerful two-step method for effectively handling customer concerns and challenging interactions, including essential techniques for managing aggressive or irate customers calmly and professionally.

Course Workbook Included!

We pack a lot of value into just three hours – so every participant also receives a downloadable course workbook after the session.

It’s a practical resource that reinforces the techniques learned, outlines the service interaction framework, and includes handy phrases your team can use right away to handle face-to-face interactions with more confidence and clarity.

What Your Team Will Walk Away With

Confident first impressions: How to make customers feel welcome from the moment they arrive using body language, tone, and presence.
Tools for real situations: Clear steps to answer questions, guide decisions, and resolve complaints with empathy and professionalism.
Consistent service standards: Simple frameworks and practice that improve customer satisfaction and make good service repeatable.

Compare Alternative Frontline Customer Service Courses

You're currently viewing the Frontline Customer Service Essentials course, but if you're looking for a deeper dive into face-to-face customer service skills, you may be interested in our Foundations or PRO courses. Below is a quick comparison of the available options to help you choose the best fit.

Frontline Customer Service Essentials

A fast, focused course covering essential in-person customer service skills.

Duration: 1 x 3-hour session
Price: $278 ex GST
You're currently viewing this course.

Frontline Customer Service Foundations

Builds on the basics with a deeper focus on customer interactions and service techniques.

Duration: 2 x 3-hour sessions
Price: $428 ex GST
Learn More >

Frontline Customer Service PRO

Advanced techniques for handling customer interactions with confidence and professionalism.

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 Training Options – Tailored Essentials for Your Business

Every business has different customer service challenges. Our private Frontline Essentials training is customised for your team, providing a confidential and practical learning experience that tackles your specific needs.

Choosing a private course allows you to:

  • ✔ Run sessions at times that suit your operations.
  • ✔ Train exclusively with your team for more relevant discussion and examples.
  • ✔ Tailor content to address your exact customer service challenges.
  • ✔ Lift standards consistently by training the whole group at once.
  • ✔ Receive targeted coaching and feedback specific to your workplace.

Prefer onsite training? For Melbourne and Victorian businesses, we can deliver the course at your location (additional costs may apply).

📞 Contact us today to discuss pricing, availability, and custom training options.

Private Frontline Essentials Customer Service Training for Businesses
Feature Frontline Essentials Public Course Frontline Essentials Private Course
Who Attends Open to all companies and individuals Your team only
Learning Environment Hear perspectives from different industries. Content focused on your team’s challenges and goals.
Dates & Times Fixed schedule you can plan around Flexible and arranged to suit your business
Content Standardised Essentials curriculum covering core skills Adapted to match your workplace scenarios
Delivery Method Live online Live online or onsite
Cost $278 per person ex GST More cost-effective for larger groups
Best For Businesses needing a ready-made training solution with fixed dates Companies wanting customised training tailored to their team
Minimum Numbers No minimum (book 1 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 and we’ll help you decide.

Trainer for the Frontline Customer Service Essentials Course

The Frontline Customer Service Essentials course is led by Simon Blair, one of Australia’s most experienced and engaging customer service trainers.

Simon has spent over 30 years helping frontline teams improve the way they serve customers — blending practical techniques, behavioural science, and real-world coaching into every session.

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 Essentials 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.

$278 ex GST
Per Employee
3hr Live Online Course

Essentials Course Pricing & Payment

Facilitated by Simon Blair, the Frontline Customer Service Essentials course is just $278 per person (ex GST) for a focused, high-impact 3-hour live session.

No minimum numbers apply for public courses — enrol one employee or your whole team.

Select your preferred date below and complete the simple booking process to secure places.

💳 Payment options include credit card or invoice.

Lock in your training today and give your team the confidence to deliver great customer service. ✅

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

Book a Public Frontline Customer Service Essentials Course

Upcoming public course dates are listed below. Choose the session that suits you and complete your booking online in minutes.

💳 Pay securely by credit card, or request an invoice during checkout if preferred.

Questions about this Essentials course?

Interested in training your whole team or exploring a customised option?
Call us on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne) or send us a message.

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💡 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.

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Frontline Customer Service Essentials — FAQs