Do your reception or front desk staff represent your business with confidence and professionalism?
Your receptionists, admin team, and customer service staff are the face and voice of your business.
The first impression they make can either build trust and loyalty or leave customers frustrated and looking elsewhere. Give your team the skills they need to shine!
Our July 2025 Reception Customer Service Foundations Course provides practical, proven techniques that empower your employees to handle customers with warmth, efficiency, and professionalism—whether in person, over the phone, or via email.
If you’re responsible for a team that interacts with customers daily in person, over the phone or via email, this course will help them:
✔ Create immediate positive impressions that make customers feel valued.
✔ Communicate with confidence, clarity, and empathy.
✔ Handle difficult or frustrated customers with skill and composure.
✔ Improve efficiency while maintaining exceptional service.
With a focus on real-world application, this course ensures your frontline employees gain the skills they need to deliver superior customer service from the very first interaction.
Why Choose This Course?
This July 2025 Reception Customer Service Foundations course has been expertly designed to equip your frontline team with the essential skills and confidence needed to deliver outstanding customer service in any customer-facing environment.
Here’s why this course is the perfect choice for your team:
Designed for Frontline Staff – Perfect for receptionists, front desk teams, office administrators, medical and dental receptionists, veterinary staff, and anyone in a customer-facing role.
Live, Expert-Led Training – Not just another online course! Sessions are delivered live by industry professionals who share real-world strategies that your team can apply immediately.
Flexible & Convenient – Delivered over two 3-hour sessions (6 hours total), making it easy to schedule without disrupting operations.
Covers All Key Channels – Training includes face-to-face, phone, and email interactions, ensuring employees can confidently engage with customers across multiple communication methods.
Highly Practical & Engaging – No boring theory! Role-playing, real-world scenarios, and expert feedback ensure participants actively develop and refine their skills.
Industry-Endorsed Training – Aligned with the Australian Customer Experience Professionals Association (ACXPA) Quality Standards, ensuring best-practice service skills.
Who Should Attend?
This July 2025 Reception Customer Service Foundations public course is ideal for employees in any industry who serve as the first point of contact for customers, providing them with the confidence and skills to create exceptional service experiences.
Whether they interact with customers in person, over the phone, or via email, this training will ensure they can engage professionally, handle difficult situations, and leave a lasting positive impression.
Typical roles that will benefit from this course include:
✔ Medical, dental, and healthcare receptionists
✔ Veterinary receptionists
✔ Office administrators & front desk staff
✔ Personal assistants
✔ Warehouse & logistics staff handling customer inquiries
✔ Hospitality, retail, and service-based roles
If your team interacts with customers, this course will help them excel!
Designed for Live Online Training – Highly Interactive & Engaging!
We understand the hesitation—online training can sometimes feel less effective than in-person sessions. But when done right, it’s just as impactful, if not more so!
This July 2025 Customer Service Reception Foundations course has been purpose-built for virtual delivery, ensuring high engagement, interaction, and practical skill application.
Unlike passive webinars, this course is hands-on, incorporating live demonstrations, group activities, and real-time feedback to keep participants engaged and learning.
Led by Simon Blair, one of Australia’s top customer service trainers, the session is dynamic, interactive, and designed to deliver real results—even through a screen.
Over 2 x 3-hour sessions, it’s long enough to build confidence and apply new skills, yet short enough to maintain focus. Plus, with online delivery, your team can join from anywhere—no travel costs, no scheduling headaches, just effective, accessible training.
For businesses with larger teams, private onsite training is available. Minimum numbers and travel costs apply – contact us to discuss your requirements.
👉 Still unsure? See what past participants say about our online courses!
What your employees will learn:
Your frontline team plays a crucial role in shaping customer perceptions and experiences. This course is designed to equip them with practical, real-world skills that will elevate their confidence, professionalism, and ability to handle any customer interaction effectively.
Through a mix of engaging discussions, hands-on role-playing, and real-life scenarios, employees will learn techniques that will immediately improve their interactions with customers—whether it’s handling an inquiry, managing expectations, or defusing a difficult situation.
The training is structured into two focused and interactive sessions, each building on the last to ensure long-term skill development and application.
6 hours of training delivered over 2 x 3-hour Sessions
The public version of the Customer Service Reception Foundations training course is a six-hour training course spaced out over 2 x 3-hour sessions to minimise the impact on your operations and enable employees time to learn and apply their new skills in between each session.
Session 1 (3 hours): The Art of First Impressions & Customer Engagement
This session focuses on the foundational skills required to provide exceptional service from the moment a customer makes contact.
Whether over the phone, in person, or via email, employees will learn how to create positive and professional interactions that build trust and credibility.
1. Customer Service Psychology and Standards
A short exploration of what customers want and need when they engage with your business, based on decades of research.
Includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Phone Customer Service 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. How to Discover
We’ll teach your employees and practice the three critical discovery techniques (as used by the FBI) to more effectively converse, mirror and confirm customer needs in an efficient manner either in person or over the phone.
4. How to Educate
Participants learn how to proactively educate customers through consistent checks of understanding, comfort and suitability with key information provided..
Session 2 (3 hours): Handling Challenges & Maintaining Professionalism
Difficult customer situations are inevitable—but with the right skills, your employees can turn a negative experience into a positive one while maintaining control and professionalism.
This session provides employees with the tools to manage challenging interactions effectively and communicate with confidence and authority.
5. Closing Conversations with Impact
Your employees will learn how to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
6. 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.
7. Handling the Most Difficult Customers
Exploration of the use of Empathy and various vocal techniques to acknowledge and diffuse heightened customer emotions and how to respond to more difficult customer types and behaviours.
8. Email Structure and Writing Style
Critical tips, techniques and written examples of how to structure and write effective email responses to both standard enquiries and complaints/concerns to both engage readers and communicate information in a clear and concise manner.
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Rated 4.9 out of 5 from the latest 257 genuine reviews!
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Absolutely Recommended!
26 February 2025
Honestly it does not matter which industry you are working within, this face-to-face training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Customer Service
Reliable Roofing
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
A great course
24 February 2025
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
Customer Support Specialist
REA Group
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
This training session was awesome!
24 February 2025
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Customer Support Senior
Realestate.com.au
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
Friendly, Insightful, Professional
24 February 2025
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Customer Support Consultant
REA Group
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
Engaging and informative training sessions
20 February 2025
We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!
CX & Digital Manager
Sealy of Australia
Response from CX Skills
Thanks Michael, we had a great time designing and delivering your program – thanks for all your hospitality and having such an engaged team. We look forward to hearing about your successes!
Highly Recommend for any Contact Centre Leader
6 February 2025
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Head of Support
REA Group
Response from CX Skills
Thanks Michelle, Marc has a ton of experience and is passionate about helping others forge their career in the industry so thrilled to hear that the training hit the spot and their are some takeaways that you are already embedding!
Great Time Spent with Justin!
6 February 2025
The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.
The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.
Senior Customer Service Specialist
Viva Energy Australia
Response from CX Skills
Thanks Katie for the lovely review. Justin is certainly very passionate about all things contact centres and we’re thrilled to hear there were lots of takeaway!
Great course!
28 January 2025
I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.
We had a smaller group session and it was the perfect way to absorb all the learnings.
Senior Customer Support Manager
REA Group
Response from CX Skills
Thanks Stephanie, thrilled to hear you enjoyed the course! Thanks for taking the time to leave a review 🙂
Great Trainer!
23 January 2025
I felt Daniel was a wonderfully positive and communicative presenter.
Customer Service
MRC
Response from CX Skills
Thanks Lauren, indeed – he’s terrefic and we’re thrilled to work with him on a regular basis!
Your words are so important!
23 January 2025
This was some enlightening information regarding words and phrases that matter, and how we can better deliver negative news to our customers.
Customer Service Officer
Mackay Regional Council
Response from CX Skills
Thanks Jacqueline, so true! Thanks for taking the time to leave a review 🙂
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Course Delivery & Pricing
We understand that training needs to be accessible, flexible, and effective for both businesses and employees.
That’s why our live, facilitated online training is designed to deliver maximum impact while minimising disruption to your operations.
With two short, engaging sessions, participants can immediately apply what they’ve learned, ensuring a stronger return on investment.
Our pricing structure is designed to provide great value, with discounts available for group bookings and exclusive savings for ACXPA members.
🎓 6 Hours of Live, Facilitated Online Training (2 x 3-hour sessions)
💳 $428 AUD per person (ex GST)
📅 Tuesday 8th of July and Wednesday 9th of July – 09:30 to 12:30 AEST both days
✅ Volume Discounts – Save 15% when booking 3 or more staff in one transaction.
🎟 ACXPA Members Save 25%! ACXPA membership also includes 15 self-paced training courses and more. Learn More >
🤔 Dates don’t suit? Check for other available dates or contact us to discuss private training options.
