Frontline Customer Service PRO Training Course

Our most advanced program — three professional sessions packed with expert coaching, real scenarios, and proven techniques that lift service standards and drive sales.

$548 per person ex GST (Discounts Available)
Delivered via 3 x 3-Hour Sessions

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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 PRO Training Course

Frontline Customer Service PRO Course – Advanced Training for Service and Sales Excellence

The Frontline Customer Service PRO Course is our most advanced program, designed for employees in retail, hospitality, tourism, and other face-to-face roles who are ready to master both service delivery and sales outcomes.

Delivered over 3 x 3-hour live online sessions (9 hours total), PRO provides the extended time, advanced techniques, and expert coaching required to build high-level customer engagement skills, manage complex situations, and naturally drive upselling and cross-selling opportunities.

Backed by the Australian Customer Experience Professionals Association (ACXPA), the program applies decades of frontline insights to improve Customer Satisfaction, Net Promoter Score (NPS), and sales conversion.

Whether in a retail store, hotel, airport, events venue, or reception desk, your employees will leave with advanced communication tools and structured behaviours that consistently create memorable experiences and stronger customer loyalty.

Unlike generic workshops, PRO emphasises live practice, advanced role-plays, and scenario-based learning. Participants develop the confidence to deliver excellent service while maximising commercial outcomes.

Structured for lasting impact, the Frontline Customer Service PRO course ensures measurable improvement in customer sentiment, employee capability, and sales performance.

Professional face-to-face customer service training in Australia

Frontline Customer Service PRO Training Course Fast Facts

The top tier of our frontline training pathway — extended, advanced, and focused on service quality and sales growth.

Delivered in three interactive 3-hour sessions (9 hours total), PRO develops advanced communication, problem-solving, and sales capability. With more time for coaching and practice, employees graduate ready to perform at the highest standard.

Advanced communication techniques – Equip staff with tools to build trust, influence outcomes, and handle complex scenarios.
3 x 3-hour sessions – Extended time allows for advanced scenarios, deeper practice, and expert coaching.
High engagement & retention – Structured for long-term learning and practical application back on the job.
Public or private delivery – Enrol single employees or customise for your team.
Tailored modules available – Private delivery can focus on your industry challenges and sales opportunities.
Led by Simon Blair – One of Australia’s most respected trainers in customer service and behavioural coaching.

Who Should Attend the Frontline Customer Service PRO Course?

The Frontline Customer Service PRO course is designed for employees in face-to-face service roles who are ready to advance beyond the basics and master premium-level skills.

It provides extended practice, advanced techniques, and stronger confidence in handling diverse and complex customer interactions — from service recovery to natural upselling opportunities.

Whether in retail, hospitality, entertainment, transport, or any public-facing environment, PRO ensures your team develops advanced communication skills, refines their ability to manage challenges, and consistently delivers outstanding customer experiences.

Delivered across three 3-hour sessions (9 hours total), this course provides extensive coaching and practice to embed lasting capability and measurable improvements in performance.

Please note: This course focuses exclusively on in-person customer service. If your staff also support customers by phone or email, consider our Reception Customer Service Courses or explore all Customer Service Courses.

Professional Customer Service Training for Hospitality Staff

Typical roles that will benefit from PRO include:

🛍️ Retail employees: Staff in stores who engage with customers at multiple touchpoints.
🍽️ Hospitality teams: Front-of-house staff in restaurants, cafes, hotels, and bars aiming to enhance guest experiences.
🎟️ Event staff: Employees providing service at concerts, festivals, exhibitions, and sporting events.
🧾 Customer service counters: Staff handling inquiries, complaints, and complex requests in person.
✈️ Transport & travel services: Employees facilitating smooth customer journeys in airports, transit, and travel hubs.
🙋 Any advanced face-to-face role: Professionals who interact with customers daily and want to refine their skills to deliver both service and sales results.

What Your Employees Will Learn in the PRO Course

The Frontline Customer Service PRO course develops both core and advanced customer service skills, preparing employees to confidently manage face-to-face interactions while also driving loyalty and sales outcomes.

With a strong focus on advanced communication and influence techniques, participants learn how to connect more deeply with customers, resolve difficult situations with ease, and create memorable service experiences that stand out.

Training is highly practical, using advanced role-plays, scenario analysis, and live coaching so employees can embed skills immediately and return to work more confident and capable.

Delivered as 3 x 3-hour interactive online sessions or an immersive full-day onsite program, the course provides a premium learning experience that balances flexibility with depth.

Session 1 (3 Hours)

The Psychology of Service & Creating Premium Customer Experiences
This session sets the stage by exploring what drives customers to say “yes” — and how face-to-face interactions can influence decision-making without pressure or gimmicks.

We'll compare traditional vs. modern service approaches, introduce key customer experience standards, and show how to establish trust, manage expectations, and make powerful first impressions.

Employees will participate in expert-led discussions, demonstrations, and live simulations to embed early-stage customer service behaviours that drive long-term customer satisfaction and loyalty.

1. The Psychology of Customer Service & Sales

Dive deep into the core motivations and expectations that drive customer behaviour. This module leverages proven psychological principles to help your team understand the 'why' behind customer actions, enabling them to anticipate needs, build rapport, and strategically enhance every interaction for mutual success and positive business outcomes.

2. Body Language & Voice Projection

Master the art of non-verbal communication to profoundly impact face-to-face interactions. Participants will learn advanced techniques in posture, expressive voice control, and strategic body language to convey professionalism, confidence, and empathy, significantly boosting customer perception and overall satisfaction.

3. How to Engage

Develop sophisticated techniques to create powerful first impressions and establish immediate trust with customers. This module focuses on proactive engagement strategies that build rapport from the outset, ensuring every customer feels valued and understood, setting a positive tone for the entire interaction.

Session 2 (3 Hours)

Advanced Discovery & Customer Engagement That Build Trust
In this session, we focus on uncovering customer needs before offering solutions — a skill that separates transactional service from true customer advocacy.

Employees will learn advanced discovery techniques (including ones adapted from negotiation training), how to effectively educate customers using clear, structured messaging, and how to build solutions naturally while handling various customer scenarios.

Real-time practice and targeted coaching help embed the core behaviours that lead to better engagement, fewer pushbacks, and more confident customer interactions.

4. Discover

Hone your team's ability to conduct needs-based conversations through advanced empathy techniques, mirroring, and precision active listening. This module empowers employees to uncover explicit and implicit customer needs, ensuring proposed solutions are perfectly aligned and highly effective, leading to greater satisfaction and successful outcomes.

5. Educate

Equip your team with strategies for providing personalised, proactive customer solutions. This module focuses on clearly articulating information, anticipating questions, and guiding customers through complex choices with confidence and clarity, transforming service interactions into educational and empowering experiences.

6. How to Close

Master the art of concluding customer interactions with impact, ensuring a memorable and positive closing experience. This module covers techniques for confirming understanding, solidifying satisfaction, and leaving customers with a lasting positive impression, fostering loyalty and encouraging repeat engagement.

Session 3 (3 Hours)

Closing with Confidence, Clarity & Empathy
The final session brings everything together — from managing overall energy and demonstrating empathy to effectively dealing with difficult customers and applying all learned skills in real-world scenarios.

Employees will refine their voice, energy, and delivery using vocal coaching, advanced empathy strategies, and guided frameworks for managing complex interactions. We also run end-to-end service simulations to test and refine all the skills learned so far.

This session builds capability, confidence, and consistency — helping employees conclude interactions professionally and apply their new skills in real-world face-to-face customer service conversations.

7. Energy & Empathy

Cultivate the critical skills of consistently maintaining high energy levels and deep empathy throughout demanding shifts. This module provides practical tools and mindset techniques to ensure your team remains positive, focused, and genuinely connected with every customer, even under pressure, enhancing overall service quality.

8. Dealing with Difficult Customers

Equip your team with advanced strategies and extensive practice for effectively managing challenging customer interactions. This module focuses on de-escalation techniques, professional complaint resolution, and transforming potentially negative encounters into positive outcomes, safeguarding customer relationships and brand reputation.

9. Bringing it all together!

This comprehensive capstone module consolidates all learned skills through immersive, interactive practice and personalised feedback sessions. Participants will apply integrated techniques in realistic scenarios, solidifying their confidence and expertise, and leaving with a practical action plan for immediate and sustained excellence in frontline customer service.

Course Workbook Included!

With nine 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.

Key Course Outcomes

Advanced customer service skills: Equip employees with the confidence and expertise to handle a variety of customer interactions professionally and effectively.
Mastering first impressions: Teach employees how to create a warm, engaging, and professional first impression that sets the tone for a positive customer experience.
Handling difficult customers with confidence: Provide employees with the skills and techniques to manage complaints, defuse tense situations, and turn negative experiences into positive outcomes.
Building customer trust and loyalty: Develop strategies to strengthen customer relationships, increase repeat business, and leave lasting positive impressions.
Interactive role-playing & real-world practice: Employees will apply their skills in a safe, fun, and highly engaging learning environment, ensuring immediate application in the workplace.

By the end of the course, your employees will have the skills, confidence, and techniques needed to consistently outstanding customer interactions, enhance customer satisfaction, and positively impact your business outcomes.

Compare Alternative Frontline Customer Service Courses

You're currently viewing the Frontline Customer Service PRO course — an advanced, three-session training for experienced face-to-face customer service professionals. If you’re after a shorter introduction or a more foundational training path, check out our Essentials or Foundations 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
Learn More >

Frontline Customer Service PRO

Advanced techniques and performance coaching for experienced frontline professionals.

Duration: 3 x 3-hour sessions
Price: $548 ex GST
You're currently viewing this course.

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.

Flexible Delivery Options – Online or Onsite

The Frontline Customer Service PRO course is available in two formats — giving you the flexibility to choose what best suits your business and team.

1. Online Option – Flexible & Cost-Effective

Delivered over 3 x 3-hour live online sessions (9 hours total), the online PRO option minimises disruption while maximising advanced skill development.

Employees join from anywhere — office, home, or multiple sites — and stay engaged through live coaching, breakout rooms, advanced role-plays, and real-time group discussions.

  • Public Courses: Runs over 3 consecutive days (1 x 3-hour session per day)
  • Private Courses: Schedule dates that work for your team
  • Advanced & Practical: Role-plays, coaching, and collaborative learning
  • Accessible from anywhere: All that’s needed is a stable internet connection
  • Best-practice content: Aligned with industry standards for professional, face-to-face service
Online Professional Customer Service Training for Face-to-Face

2. Onsite Option – Immersive Full-Day Training

The onsite PRO course is delivered as a full-day program (9:00 AM – 5:00 PM) at your workplace, offering an intensive and highly collaborative experience.

Tailored for private groups, it combines advanced customer service content with intensive coaching, peer collaboration, and scenario practice to deliver maximum skill transfer and team alignment.

  • Private delivery only: Exclusive session for your team
  • Customised content: Tailored scenarios and industry-specific examples
  • Hands-on immersion: Advanced role-plays, in-depth coaching, and collaborative problem-solving
  • Intensive learning: One-day format maximises engagement and immediate application

Note: Travel costs may apply depending on location. Contact us to confirm availability and pricing for onsite delivery.

Onsite Professional Customer Service Training

Trainer for the Frontline Customer Service PRO Course

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

Simon has spent over 30 years working with frontline teams to master both service and sales outcomes. His approach blends behavioural science, proven frameworks, and hands-on coaching, giving participants the confidence and techniques to deliver professional, human-centred service at an advanced level.

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!

Private Frontline Customer Service PRO Training – Customised for Your Team

If you’re serious about embedding a culture of service excellence and sales performance, our private Frontline Customer Service PRO training provides a premium, tailored solution.

Choosing a private course allows you to:

  • ✔ Schedule sessions flexibly across three modules to minimise disruption.
  • ✔ Build consistent skills and behaviours across your entire team.
  • ✔ Customise examples and role-plays to your business and industry.
  • ✔ Maintain confidentiality while focusing on your unique challenges.
  • ✔ Benefit from detailed coaching and performance feedback throughout.

Prefer onsite delivery? We can facilitate a full-day program at your workplace (minimum numbers and travel costs apply).

📞 Contact us today to discuss private delivery, pricing, and how we can customise the PRO course for your team.

Private Customer Service PRO Training for Teams
Feature Frontline PRO Public Course Frontline PRO Private Course
Who Attends Open to all companies and individuals Your team only
Learning Environment Gain insights and perspectives from participants across industries Fully customised to your organisation’s goals and scenarios
Dates & Times Fixed schedule for easy planning Flexible to suit your operations
Content Standard PRO curriculum with advanced service & sales skills Tailored to your industry, challenges, and customers
Delivery Method Live online Live online or onsite (full-day)
Cost $548 per person ex GST More cost-effective for larger groups
Best For Businesses wanting advanced training with a ready-made schedule Companies seeking a premium, fully customised solution
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 right for your team? Contact us and we’ll help you decide.

What Participants Say About Our 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

$548 ex GST
Per Employee
3 x 3hr Live Online Sessions

Frontline Customer Service PRO Course Pricing & Payment Options

Facilitated by Simon Blair, the Frontline Customer Service PRO course is $548 per person (ex GST) for nine hours of premium, advanced training delivered over three live sessions.

You can enrol one employee or your entire team — no minimum numbers required for public courses.

Choose your preferred date below and complete the simple booking process to confirm your place.

💳 Payment is available via credit card or invoice.

Don’t miss this chance to lift your frontline capability to an expert level — secure your training today! ✅

Your employees will actively practise advanced techniques that improve service quality, strengthen confidence, and drive measurable business results.

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

Book a Place in the Frontline Customer Service PRO Course

Upcoming public course dates are listed below. Choose the session that suits your schedule and purchase tickets instantly.

💳 Checkout is fast and secure — pay by credit card or request an invoice during booking.

Questions about the PRO course?

Enrolling multiple employees or considering a customised training program?
Call us 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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Frontline Customer Service PRO — FAQs

💡 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 >