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October 2024 Customer Service Reception Essentials Course Introduction
Do you have employees who greet customers in person or over the phone that you’d like to add some customer service polish to?
The October 2024 Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide employees working in reception/admin/office roles such as healthcare, small businesses, etc, that handle customers in person and/or over the phone with core customer service fundamental skills that will leave a positive impression with your customers.
This course is great for new employees and also serves as a great ‘refresher’ course for existing employees who are a little stale or have learnt ‘on the job’ and were never taught professional customer service skills.
While this short customer service course is only three hours, it’s been decades in the making and goes well beyond the traditional customer service training clichés such as ‘always smile’ or ‘ask the customer how their day has been’.
It’s endorsed by the Australian Customer Experience Professionals Association (ACXPA) and it leverages the insights and assessments gained from measuring and observing thousands of customer service interactions over 30 years of training, coaching, and assessment.
The October 2024 Customer Service Reception Essentials course will teach your employees the most critical and impactful behaviours needed to drive successful customer service outcomes that enable your employees to still showcase their personality and communicate in key moments with customers with energy, empathy and simplicity.
In particular, your staff will learn how to master the start and finish of any customer service interaction, how to check and identify customer needs, deliver personalised outcomes, and check resolution and comfort.
They will also learn and practice a simple but powerful two-step method for dealing with more difficult customers and situations they may encounter.
If you’d like to give your business a quick injection of customer service skills, this course is for you!
October 2024 Customer Service Reception Essentials course Fast Facts
Built specifically for online/virtual training!
The October 2024 Customer Service Reception Essentials course has been specifically adapted to be delivered online with trainee engagement and learning outcomes enhanced by the short burst of interactive and engaging development methods.
At just 3 hours long, your employees will have the capacity to focus on our session whilst still having time to take on additional learning like products & services training, systems training, etc. or jump straight back into work and put their new skills to immediate use!
The course is delivered via Zoom, which is easily accessible to anyone who has an internet browser.
Whilst not mandatory, we do recommend having the camera enabled for the training to maximise the learning experience.
In-person training is also an option for private bookings! More info below.
Who should do this course?
The customer service skills we teach are applicable to all industries, products and services and are suitable for any employee who interacts with internal or external customers as part of their role, whether in a face-to-face environment, by phone or by email.
It’s perfect for employees that you want to equip with the right skills from the start, for existing employees who have become a little stale and need a boost, or for existing employees who have never received any formal training and need to polish up their skills or learn some fresh ideas.
Typical roles suitable for the Customer Service Reception Essentials course include:
- Medical Receptionists (Doctors clinics, Imaging centres, Hospitals etc).
- Veterinary Receptionists.
- Dental Receptionists.
- Healthcare Receptionists (physiotherapists, Chiropractors, Myotherapists, Dieticians etc.).
- Office/administration employees that serve customers.
- Personal Assistants.
- Warehouse/logistics employees that handle customer walk-ins.
If you are looking for alternative customer service courses suitable for receptionists, check out these courses:
- Customer Service Foundations (An extended version of this course with 2 x 3-hour sessions, with additional training on managing complaints/difficult customers included).
- Customer Service Reception PRO (the longer version of this course with additional modules and more time to role-play/practice, delivered over 3 x 3-hour sessions).
Reception Essentials Course Modules:
Over a 3-hour online/virtual training session, the Customer Service Reception Essentials course will teach your staff the critical communication skills for dealing with customers that the most successful reception staff in the world use to deliver superior customer experiences and efficient service outcomes.
Centred on body language, empathy, action, and energy, participants will learn how to be more confident, efficient, and effective in every customer interaction they have.
The training consists of powerful demonstrations and practice in the essential behaviours with seven key modules:
1. Service Psychology and Standards
A short exploration of what customers want and need when they contact you, based on decades of research.
Includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable an enhanced reception experience for customers.
2. How to Engage
Your employees will learn how to create a strong first impression and an improved customer focus through strong ownership, intent and the management of customer expectations to build trust and confidence.
3. Body Language & Voice Projection
Participants will explore and practice the use of good posture, breathing, vocal delivery, and body language to enable strong face-to-face and phone communication that builds confidence in customers and enhances their impact.
4. How to Discover & Educate
We’ll teach your employees and practice the three critical discovery techniques (as used by the FBI) to converse, mirror and confirm customer needs more effectively.
They will learn how to proactively educate and inform customers with relevant information in a manner that makes it easy for them to get what they want from you.
5. How to Close
Employees will learn how to better control and transform the end of any type of customer interaction to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
The 3 closing techniques will be extensively practiced in rapid-fire simulations of the end of various reception interactions to build greater confidence and expertise in how to finish any customer conversation.
6. Handling Difficult Customers
Participants will learn and practice a powerful two-step method for dealing with more challenging customer types and situations and learn how to use the most appropriate language, empathy techniques, and actions to enhance reception experiences.
7. Email & Chat Essentials
Critical tips and techniques to transform your emails and online chat communication when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner.
About your Trainer, Simon Blair
The strength of any training course is dependent on the skills and experience of the trainer and the Customer Service Reception Essentials course is designed and facilitated by Simon Blair, one of Australia’s top Customer Service Trainers and a board member of the Australian Customer Experience Professionals Association (ACXPA).
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’.
Customer Testimonials
Click to view all our customer testimonials or view a list of our customers.
Specific Testimonials for our Reception Courses
Highly Recommended!
17 February 2023
Review of February 2023 Customer Service Reception Essentials
Highly recommend this course to anyone wanting to boost their skills and confidence with customer interactions and providing a high level of customer service.
Simon was a fantastic teacher, super friendly, extremely knowledgeable and takes pride in what he does. Thank you!
Receptionist
Streamline Publishing & Gallery
Specific Testimonials for the trainer, Simon Blair
Great course! Great Trainer
I recently completed a 3-part training course with Simon (Reception PRO). It was incredibly helpful and practical, significantly enhancing my communication and writing skills. I highly recommend this course to anyone looking to improve their communication abilities.
Customer Service Officer
Dwell Student Living
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
Partner Alliances Manager
AC3
Valuable Insights and Engaging!
The presentation by Simon was excellent. Simon is a very enthusiastic presenter who presented the information content very well. I learned some valuable insights into customer service and techniques with engaging people. Well done 🙂
Configuration Coordinator
AC3
Exceeded My Expectations!
I would like to say that Simon Blair from CX Skills has exceeded my expectations in providing the training in 3 sessions. The training content was apt and is helping me with my interactions on day-to-day basis. The ease with which Simon trained us is exceptional.
Customer Support Specialist
REA Group
Simon is an absolutely amazing trainer and educator!
Review of November 2024 Inbound Phone Sales PRO
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Asset Finance Broker
Sanomi Finance
Thank you so much, great course!
I appreciate your time Simon, I have learned a lot and had fun in the process 🙂
IT Support
Focus Networks
Informative and fun!
Thanks for the training Simon, it was very informative and enjoyable!
Service Cordinator
Alsco
Informative and Fun!
Review of November 2024 Customer Service Phone Professionals
Simon was a very helpful coach who took great care in providing me with an enhanced understanding of customer service. The methods he taught me were followed by roleplay scenarios and the psychology involved. I greatly benefited overall as he gave me personalised application catered towards my job, with an in-depth reflection of previous difficult calls I received. Was both informative and fun. Would highly recommend.
Customer Service Officer
Australian Access Hire
Highly recommended, informative and well structured
I would highly recommend Simon Blair to anyone looking to enhance their customer service skills.
He presented the material in a clear and engaging way, making it easy to understand and keeping everyone involved.
The session was overall fun and informative, thanks to Simon’s excellent teaching style.
Support Officer
Focus Networks
100% Recommended!
Many aspects of daily communication that we may use, or may never have experienced are broken down into usable and repeatable key points.
It’s been one week since the course and I have already found a notable difference in the manner clients respond to my attempts at communicating, after implementing skills discussed in the course.
Support Officer
Focus Networks
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.
We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
Course Date and Time
The October 2024 Customer Service Reception Essentials is a public course meaning there will be others on the course from different businesses.
The course will be delivered virtually via Zoom at the following date and time:
- Date: Wednesday, 30th of October, 2024
- Time: 13:30 to 16:30 AEDT (Melbourne, Australia)
Do the course dates or times not suit you?
See what other sessions are available >
Would like the course delivered onsite or a private virtual session just for your team?
If you’re based in Victoria, we can also offer this 3-hour workshop privately onsite at your premises as an alternative to the online public version. Contact us for more information >
Pricing and Payment Options
The October 2024 Customer Service Reception Essentials course is just $268 per person ex GST for 3 hours of live, facilitated learning with Australia’s leading Customer Service trainer, Simon Blair.
Payment can be made instantly using a credit card, or you can request an invoice on the checkout page (the invoice must be paid in full before the training commences).
Available discounts:
- Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses (like this one), plus membership includes 15 self-paced training courses. Learn More >
- Want to train your whole team or clinic? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.
