Reception Customer Service PRO Course
Advanced, professional receptionist training designed for reception, front desk, concierge, and admin teams to master complex customer interactions — in person, on the phone, and via email.
$548 per person ex GST (Discounts Available)
Delivered via 3 × 3-hour live online sessions or a single full-day onsite program
ACXPA Certified: The Reception Customer Service PRO course is officially certified by the Australian Customer Experience Professionals Association (ACXPA), the industry body dedicated to raising customer service and reception standards across Australia.
Advanced Reception, Front Desk & Concierge Customer Service (PRO)
The Reception Customer Service PRO course is an advanced, high-performance training program that takes frontline service skills to the next level — with deeper coaching, more challenging scenarios, and extended time to embed best-practice behaviours.
Perfect for receptionists, front desk staff, concierge roles, office/admin teams, and medical or dental receptionists, this program equips participants to thrive in complex and high-pressure customer environments where professionalism and confidence matter most.
Delivered over three live, interactive online sessions (or as a full-day onsite workshop), your team will develop advanced skills to:
- Make confident, high-impact first impressions that build instant trust and credibility
- Proactively uncover customer needs and tailor responses with clarity and control
- Stay calm, composed, and empathetic under pressure — even in tough situations
- Build emotional resilience and maintain energy during busy, high-demand periods
This isn’t theory-based fluff — it’s structured, hands-on receptionist training built on 30+ years of real-world coaching and endorsed by the Australian Customer Experience Professionals Association (ACXPA).
Through expert coaching, immersive role-plays, and personalised feedback, your team will leave with the tools, confidence, and capability to deliver exceptional customer service consistently — no matter what the day throws at them.
Reception Customer Service PRO — Fast Facts
Advanced skills and coaching for reception, front desk, concierge, and admin teams.
Delivered over three structured sessions or as a one-day onsite workshop, this program provides deeper coaching, realistic scenarios, and expert feedback to embed high-impact customer service behaviours across face-to-face, phone, and email channels.
Course Suitability
The Reception Customer Service PRO course is designed for employees who are the first point of contact with customers and need to master advanced, professional customer service skills that create consistently positive and efficient experiences.
This advanced program suits staff who engage with customers in person, over the phone, or via email — and who are ready to develop the resilience, confidence, and strategies to deliver exceptional service in demanding situations.
This course is perfect for:
- Reception and front desk staff wanting to elevate their service and communication skills.
- Team members who regularly handle complex or high-pressure customer interactions.
- Employees ready for advanced coaching, practical role-play, and deep skill development.
Typical roles that benefit from this course include:
If your reception, concierge, or front desk staff regularly interact with customers, this course equips them with the advanced skills, confidence, and strategies they need to deliver professional service experiences every day.
Designed for Live Online Delivery – Interactive, Professional & Engaging
When done well, online training doesn’t just replicate classroom learning — it can exceed it. The Reception Customer Service PRO course has been purpose-built for professional, interactive virtual delivery.
Participants stay engaged through live discussions, structured activities, and expert-led role plays that simulate real reception, front desk, and concierge scenarios.
No dull lectures or passive slideshows — just focused, advanced skills training that staff can apply immediately.
- 🌐 Join from anywhere — cut travel costs and scheduling hassles
- ⚡ Spaced learning across three sessions to maximise retention
- 🗣️ Highly interactive — real practice, not passive watching
- ✅ Immediate coaching feedback for rapid skill development
Prefer in-person delivery? The program can also be delivered onsite as a 1-day workshop, fully customised to your team’s environment and challenges.
Still weighing up online vs. onsite? See what participants say about our online training.
Prefer in-person delivery?
This course can also be delivered onsite as a one-day (8-hour) private face-to-face workshop. Perfect for teams who benefit from a full-day immersive learning experience. See private training options below for details (minimum numbers apply).
Course Modules
Reception and front desk staff often shape the very first impression of your business. This course equips them with advanced, real-world skills to represent your organisation with professionalism, confidence, and control.
Employees are guided through structured modules that build expertise in communication, problem solving, and resilience — ensuring they can thrive under pressure and consistently deliver outstanding customer service.
The Reception Customer Service PRO course is delivered via three 3-hour online sessions or a single full-day onsite workshop, allowing time to absorb, apply, and embed every technique.
With advanced role plays, personalised feedback, and expert-led discussions, each module builds progressively so your staff leave with the confidence and ability to handle even the toughest customer scenarios.
All participants receive a Certificate of Achievement — and, more importantly, the capability to turn challenging customer interactions into professional, positive experiences for your business.
Session 1 (3 hours): The Psychology of Service & Impactful First Impressions
This session explores what drives great customer experiences and how your team can represent your brand with confidence from the very first interaction.
We’ll unpack the core psychology behind customer expectations and teach employees how to use voice, body language, and presence to make every first impression count — in person or on the phone.
With engaging activities and reception-specific simulations, your team will develop the mindset and techniques to connect authentically and manage expectations from the outset.
Session 1 (3-Hours)
1. The Psychology of Customer Service
This module sets the scene for what customers want and need based on decades of research, WHY the customer experience is so important, and how crucial the reception role is in representing the face of your business and brand in the manner you desire.
It also includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable more positive customer experiences through premium service delivery.
2. Body Language & Voice Projection
This fun and interactive module helps participants understand how first impressions are shaped by body language and vocal delivery.
Employees will learn how to use dynamic vocal techniques and essential body language skills for stronger face-to-face and phone communication.
3. How to Engage
Your employees will learn how to create a strong first impression with warmth, intent, and clear management of customer expectations.
A range of reception service simulations will be run for both group demonstration and individual practice to better engage customers in person or on the phone.
Session 2 (3 hours): Discovering Needs, Informing with Confidence & Closing Strong
This session helps employees take control of service conversations with clarity, structure, and purpose — from start to finish.
Participants will learn advanced questioning techniques, how to clearly educate customers without confusing them, and the skills to wrap up any enquiry smoothly and professionally.
It’s about empowering staff to communicate with confidence, reduce unnecessary handoffs, and create a seamless customer experience — even when handling complex or unfamiliar requests.
Session 2 (3 Hours)
4. How to Discover Customer Needs
We’ll teach employees the three critical discovery techniques (as used by the FBI) to explore and confirm customer details and needs.
They will learn how to efficiently resolve enquiries or refer customers to the right person within the organisation.
5. How to Educate & Inform
Participants will learn how to proactively educate customers about products, services, and processes to maximise first-contact resolution.
Key skills covered include clarity, pacing, pausing, and checking for understanding to ensure customers know the next steps in their enquiry.
6. How to Close
Employees will learn how to properly close any type of customer interaction to avoid awkward or clunky finishes.
They will also master the best techniques for facilitating warm or direct call transfers while avoiding negative customer experiences.
Session 3 (3 hours): Handling Difficult Situations, Writing with Impact & Reinforcing Skills
This final session tackles some of the most challenging parts of reception work — from managing emotions to writing clearly and professionally.
Your team will gain a simple, proven method for defusing difficult situations, then learn how to write emails and chat replies that are clear, calm, and aligned with your brand.
The session finishes with targeted role plays and feedback to ensure your employees leave confident, capable, and ready to apply everything they’ve learned back on the job.
Session 3 (3 Hours)
7. Dealing with Difficult Customers
This module explores the science behind emotions and how they impact customer behaviour.
Employees will learn a powerful two-step method for handling challenging customer situations, including body language and vocal techniques to diffuse tension in face-to-face interactions.
8. Bringing it All Together!
Your employees will have the chance to extensively practice all of their newly learned reception skills through role-playing exercises.
This will help build their confidence and ensure they are ready to apply their skills immediately upon returning to work.
9. Email & Online Chat Best Practices
This module covers simple yet powerful guidelines for writing clear, concise, and engaging emails and chat responses.
Employees will learn how to trigger positive emotional responses and create better enquiry outcomes in written communication.
What Your Team Will Walk Away With:
Compare Reception Customer Service Course Options
You're currently viewing the Reception Customer Service PRO course – our most comprehensive and advanced option.
Need something simpler or shorter? The Foundations and Essentials courses offer faster pathways to build confidence and key reception skills with less time out of the business.
Not quite the right fit? We also offer customer service training for frontline (retail/hospitality/in-person) teams, phone-based staff, tech support, and inbound sales roles.
Looking for lower-cost options? Explore our self-paced online courses, including the popular Online Customer Service Course pathway. Explore all our live customer service training categories →
Trainer for the Reception Customer Service PRO Course
The Reception Customer Service PRO course is designed and facilitated by Simon Blair — one of Australia’s most experienced and respected customer service trainers.
Simon has spent over 30 years delivering professional receptionist training and coaching frontline teams across industries. His approach blends behavioural science, proven frameworks, and live role-play coaching — ensuring participants gain advanced, practical skills they can use immediately at the front desk, concierge, or admin office.
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’.
Recent Testimonials from Our Reception Training Courses
What makes CX Skills training stand out is the quality of our trainers — real industry experts who bring practical experience to every session.
From Reception Essentials to Foundations and PRO, our reception-focused courses consistently earn praise for their engaging delivery, real-world relevance, and lasting impact. Here's a sample of what recent participants had to say:
Absolutely Brilliant Trainer and Content!
This course was a great reminder of simple steps to polish our skills on reception. The presenter (Simon) made it fun and light hearted, but very informative.
I took away some great tools to use in my workplace. I would highly recommend this course!
Interactive & Enjoyable!
Simon’s training was a great learning experience. His interactive teaching style made the class truely enjoyable.
Engaging, informative and fun!
Simon was an engaging, supportive and fun facilitator for these sessions. He welcomed our mistakes, but also gave us information on how to work on them in the future. I would recommend Simon to anyone that wants to boost their customer service skills.
I think for me as someone who has been in customer service for over 5 years, the course was a bit simplified and I didn’t really learn anything new, but, if a newbie in customer service wanted to develop their skills then this would be the place for it. Nonetheless it was an excellent reminder of customer service processes I have learnt in the past.
Just What I Needed!
This course just what I needed. It was clear on its content and easy to follow. Thank you Simon for making it engaging and practical.
Great course - Informative and Enjoyable!
Thank you Simon for a great course. I not only learnt information about the psychological ways and behaviors of customers via phone/in person but also some dating tips too! We got to do role play of scenarios to understand and practice what it’s like to handle customers in various ways which was a great way for us to interact and be a part of the course. Very informative and especially enjoyed understanding the science behind our brain and how we process our emotions and logical side. e.g. amygdala part of the brain.
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.
Public vs Private Reception Customer Service PRO Training Options
The Reception Customer Service PRO course is available in both public and private delivery formats — giving you the flexibility to choose the right fit for your team, your goals, and your schedule.
Our public sessions are perfect for individuals or small teams who want to learn alongside others in a structured, energetic environment. It’s a cost-effective way to build advanced reception skills — and gain exposure to new perspectives and industries.
Prefer something more tailored? A private training option allows you to customise the course to your organisation’s exact needs. We’ll work with you to align the content with your team’s roles, customer types, internal policies, and service standards.
Private delivery is ideal for teams with sensitive or industry-specific challenges — from medical receptionists navigating patient confidentiality, to corporate front-of-house staff aiming to reflect brand image with polish and consistency.
You choose the dates, the format (live online or onsite), and we’ll handle the rest. Want to explore what’s possible? Let’s chat — we’ll help you find the best-fit training to elevate your team’s reception service capability.
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from others in various industries. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $548 per person ex GST | More cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum - book a single employee or the whole team! | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
or 1-Day Onsite Workshop
Pricing and Payment Options
Facilitated by Simon Blair, the Reception Customer Service PRO course is $548 per person (ex GST) for nine hours of advanced, high-impact training — delivered across three interactive online sessions or as a one-day onsite workshop.
You can enrol a single employee or book multiple staff in one transaction.
Select your preferred public course date below, then complete the simple checkout process to secure your place.
💳 Credit card and invoice payment options available.
Ready to take your reception service to the next level? Lock in your training today! 🎯
Purchase a Ticket to a Public Reception Customer Service PRO Course
All publicly available course dates are listed below. Simply select your preferred session to book instantly.
💳 Checkout is quick and secure — pay by credit card or request an invoice during the booking process.
You can purchase a single ticket for yourself or register multiple employees together in one transaction.
Have questions about this advanced course?
Want to enrol your whole team or explore a customised private training option?
Call us on
+61 3 9008 7287
(Mon–Fri, 8:30am–5:30pm Melbourne, Australia) or
send us a message.
October 2025 Reception Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTPerfect for receptionists and front-desk professionals, the October2025 Customer Service Reception PRO course builds premium service skills to boost confidence, handle challenges, and elevate every customer interaction.
Reception Customer Service PRO — FAQs
Experienced reception, front desk and concierge staff who want to lift to an advanced, professional level. Ideal for roles that regularly handle complex enquiries, high-pressure situations or difficult interactions.
Essentials builds the core reception skills. Foundations deepens capability with structured practice. PRO adds advanced coaching, complex role-plays and richer feedback to transform confident staff into standout front-line professionals.
Three 3-hour live online sessions (nine hours total) or a one-day onsite workshop. Both formats are interactive, practical and trainer-led so skills transfer quickly to the desk.
Yes. For private delivery we tailor scenarios, language and role-plays to your sector (medical, hospitality, education, corporate, government and more).
Yes. Every participant receives a Certificate of Achievement on completion of the PRO course, alongside advanced strategies that lift confidence, professionalism and outcomes at the front desk.
The Reception Customer Service PRO Course is $548 per person (ex GST). Discounts apply for groups and ACXPA members. Volume pricing is available for larger teams — contact us for details.
🚀 Save on Training & Improve Customer Interactions with ACXPA
The Australian Customer Experience Professionals Association (ACXPA) helps businesses across all industries deliver better customer experiences, improve service quality, and develop high-performing teams.
As an ACXPA member, you'll get 25% off all CX Skills courses, plus access to industry benchmarks, expert insights, best-practice resources, and a network of professionals to help you enhance your customer service capabilities.
📢 Annual Membership starts from just $35 per employee – saving you money on training while providing ongoing professional development.
🚀 Learn How ACXPA Helps Your Business >