Frontline Customer Service Skills
Course overview
Every interaction with a frontline employee shapes how a customer feels about the whole organisation. This course builds the core skills that create positive service experiences. Delegates practise communication, empathy, and the handling of everyday service situations.
What you will gain
- Communicate clearly and courteously
- Read and respond to customer needs
- Show empathy and build rapport
- Handle requests efficiently
- Manage awkward situations calmly
- Leave customers with a positive impression
Who should attend
- Frontline service staff
- Reception and counter staff
- New customer service employees
- Support and helpdesk staff
Upcoming sessions
| Date | City | Duration | Fees | |
|---|---|---|---|---|
| 14 to 15 Dec 2026 | Pretoria | 2 Days | R10,000 | Book |
| 12 to 13 Apr 2027 | Dubai | 2 Days | US$1,100 | Book |
| 9 to 10 Aug 2027 | London | 2 Days | US$1,100 | Book |
Fees are per delegate and exclude VAT. Dates run in the second week of each month. We also deliver this course on your own schedule, in-house or live online.
More in Sales, Marketing & Customer Service
Consultative Selling and Solution Sales
Buyers respond less to product pitches and more to sellers who understand their problems. This course develops a consultative approach that uncovers needs and shapes tailored solutions. Delegates practise questioning, listening, and building value throughout the sales conversation.
Key Account Management and Growth
A small number of important customers often account for the bulk of revenue and future growth. This course shows how to manage and grow those key accounts through planning and strong relationships. Participants build account plans and strategies to defend and expand their most valuable business.
Digital Marketing Strategy and Execution
Reaching customers now means orchestrating a mix of search, social, content, and paid channels. This course builds a practical understanding of how to plan and run digital marketing that supports business goals. Delegates learn to set objectives, choose channels, and measure results.