Frontline Customer Service Skills
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.
Course outline
What this programme covers, module by module.
- 01Communicating clearly, warmly, and courteously
- 02Reading and responding to individual customer needs
- 03Showing empathy and building quick rapport
- 04Handling requests efficiently and accurately
- 05Managing awkward and demanding situations calmly
- 06Leaving every customer with a positive impression
- 07Using positive language even when saying no
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 | Book |
|---|---|---|---|---|
| 26 to 27 Oct 2026 | London | 2 Days | US$1,100 | |
| 9 to 10 Nov 2026 | Dubai | 2 Days | US$1,100 | |
| 7 to 8 Dec 2026 | Pretoria | 2 Days | R10,000 | |
| 11 to 12 Jan 2027 | Durban | 2 Days | R10,000 | |
| 8 to 9 Feb 2027 | Cape Town | 2 Days | R10,000 | |
| 19 to 20 Apr 2027 | Johannesburg | 2 Days | R10,000 | |
| 29 to 30 Jun 2027 | London | 2 Days | US$1,100 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Sales, Marketing & Customer Service
- Formats
- In-house, public, online
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