April 2025 Reception Customer Service PRO Course Introduction
Your reception and front desk employees are the first point of contact for your business, shaping customer perceptions from the very first interaction.
The April 2025 Reception Customer Service PRO course is designed to elevate their skills, equipping them with the confidence, techniques, and mindset needed to provide outstanding service – whether in person, over the phone, or via email.
This course goes beyond basic customer service principles, focusing on real-world, high-impact techniques that drive exceptional customer experiences. Employees will develop skills in body language, conversation techniques, active listening, energy management, and empathy – ensuring they can engage professionally, handle challenges effectively, and leave every customer with a positive impression.
Through structured role-playing, scenario-based training, and expert coaching, participants will refine their ability to manage interactions smoothly, defuse difficult situations with confidence, and enhance their professional presence.
The program also includes dedicated training on managing difficult customers, giving employees the tools to reduce stress, de-escalate situations, and maintain control—even in high-pressure moments.
With practical exercises, interactive discussions, and live coaching, this course creates a safe, engaging learning environment where employees can practice and apply their new skills immediately.
At the end of the course, participants will receive a Certificate of Achievement, but more importantly, they will gain the skills and confidence to deliver exceptional customer service – creating better outcomes for both your business and your customers.
Why Choose This Course?
The April 2025 Reception Customer Service PRO course is designed to elevate the skills and confidence of frontline employees who represent your business at the first point of contact. Whether engaging with customers in person, over the phone, or via email, this course provides advanced techniques to ensure every interaction is professional, efficient, and customer-focused.
By focusing on high-impact customer service behaviours, communication techniques, and handling challenging situations, this course ensures employees can confidently navigate all customer interactions while enhancing your business’s reputation.
Here’s why this training is the perfect choice for your team:
Designed for Frontline Staff – Ideal 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! Delivered live by industry professionals who provide real-world strategies that your team can apply immediately.
Flexible & Convenient – Delivered via 3 x 3-hour online sessions minimising disruption while maximising learning.
Covers All Customer Touchpoints – Employees will gain skills to handle face-to-face, phone, and email interactions with professionalism and confidence.
Highly Practical & Engaging – No boring theory! The course is packed with role-playing, real-world scenarios, and expert feedback to ensure employees actively develop and refine their skills.
Industry-Endorsed Training – Aligned with the Australian Customer Experience Professionals Association (ACXPA) Quality Standards, ensuring employees are trained in industry best practices.
The April 2025 Reception Customer Service PRO course is designed for employees who are the first point of contact for customers and need to develop advanced customer service skills to create positive, professional, and efficient interactions.
This training is perfect for employees who interact with customers in person, over the phone, or via email, ensuring they can engage with confidence, handle difficult situations effectively, 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 & executive support staff
✔ Warehouse & logistics employees handling customer inquiries
✔ Hospitality, retail, and service-based roles
If your team regularly interacts with customers, this course will equip them with the advanced skills, confidence, and strategies they need to deliver exceptional service experiences.
Designed for Live Online Training – Highly Interactive & Engaging!
We get it – some online training sessions can feel passive and uninspiring. But when done right, they can be just as engaging and effective as in-person training, if not more so!
The April 2025 Reception Customer Service PRO course has been purpose-built for live virtual delivery, ensuring employees stay actively involved through real-time discussions, group activities, and expert coaching.
Unlike pre-recorded webinars, this training is hands-on and interactive, incorporating live demonstrations, practical role-playing, and immediate feedback to reinforce learning and build confidence.
Led by Simon Blair, one of Australia’s top customer service trainers, this course provides practical strategies and techniques that your team can apply immediately to enhance customer interactions.
Flexible Learning Without the Travel Hassle
This course is structured over 3 x 3-hour live sessions, giving employees time to absorb, practice, and refine their skills without disrupting daily operations.
✔ Engaging and structured learning without the fatigue of a full-day session.
✔ Join from anywhere – no travel costs, no scheduling headaches, just effective, accessible training.
✔ Designed for real-world application – so employees can apply what they learn straight away.
👉 Still unsure? See what past participants say about our online courses!
What your employees will learn:
Your frontline reception team is the first point of contact for customers, making their ability to create positive and professional interactions critical to your business’s success.
This PRO-level training goes beyond the basics, providing employees with the advanced skills, confidence, and techniques needed to handle any customer interaction with ease.
Through engaging discussions, hands-on role-playing, and real-life scenarios, employees will develop the ability to:
✔ Manage first impressions with warmth, professionalism, and confidence
✔ Proactively identify customer needs and provide clear solutions
✔ Effectively educate and guide customers through processes and services
✔ Navigate difficult conversations and diffuse challenging situations
The training is delivered across three structured sessions (or a one-day onsite workshop), ensuring employees progressively build and apply their skills with practical reinforcement at every step.
9 hours of training delivered over 3 x 3-hour Sessions
This public April 2025 Reception Customer Service PRO training course is a nine-hour training course spaced out over 3 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)
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)
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)
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.
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 three 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.
🎓 9 Hours of Live, Facilitated Online Training (3 x 3-hour sessions)
💳 $548 AUD per person (ex GST)
📅 Tuesday 1st, Wednesday 2nd & Thursday 3rd of April – 09:30 to 12:30 AEST each day (3-Hour sessions)
✅ 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.
