Do your reception or frontline staff represent your business with confidence and professionalism?
Your receptionists, administrators, 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 April 2025 Reception Customer Service Foundations Course provides practical, proven techniques that empower 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, 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 team gains the skills they need to deliver superior customer service from the very first interaction.
Why Choose This Course?
Who Should Attend?
This April 2025 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!
Training Format – Live Online & Highly Interactive!
Some people believe online training isn’t as effective as face-to-face learning. That’s simply not true—when done right, online learning delivers outstanding results!
This course has been specifically designed for live virtual training via Zoom, ensuring high engagement, interaction, and practical application of skills.
Employees will learn in short bursts with interactive exercises, role-playing, and real-time feedback, making it as effective—if not more so—than traditional classroom learning.
And because it’s online, your team can participate from anywhere—whether they’re in the office, working from home, or in a remote location—without the need for costly travel or time away from work.
For businesses with larger teams, private onsite training is available. Minimum numbers and travel costs apply—contact us to discuss your requirements.
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
This April 2025 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.
There is also the option to deliver this course privately, which provides greater flexibility with the dates, times and duration of the course (e.g. we could deliver one 3-hour session per week for two weeks, complete both sessions on consecutive days, run the sessions only in the mornings or afternoons during your quieter periods etc.) and the content can be customised to suit your exact requirements.
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.
🔹 Service Psychology & Standards – Understanding customer expectations and what defines world-class service.
🔹 Mastering First Impressions – The science behind creating immediate, positive connections via phone, face-to-face, and email.
🔹 Active Listening & Customer Discovery – How to ask the right questions, mirror customer needs, and enhance communication to understand and anticipate customer needs.
🔹 Proactive Customer Engagement – How to educate and guide customers with confidence, ensuring they leave interactions informed and satisfied.
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.
🔹 Managing Difficult Customers – Proven techniques to de-escalate frustration and resolve complaints with professionalism.
🔹 Communication Mastery – Master body language, voice projection, and professional tone to build trust and rapport.
🔹 Email Etiquette & Professional Responses – Learn how to structure and write clear, professional, and engaging emails that get results.
🔹 Closing Conversations with Impact – Ensure every interaction leaves a lasting, positive impression that builds loyalty.
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 provider 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.
We have an average customer review rating of 4.9 out of 5 stars across all our courses (based on 250 genuine reviews)
Recent Customer Reviews & Testimonials
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 🙂
Awesome training!
22 January 2025
Learning how to properly introduce myself and leave a good impression is something that will help me on the Service Desk everyday.
Service Desk Analyst
AC3
Response from CX Skills
Thanks Heimona, a good great can make all the difference!
Fun, engaging and very informative!
22 January 2025
The psychology behind the way we speak to customers was my highlight! And I gained a lot of insight into how I can coach others through this.
sales coach
myconnect
Response from CX Skills
Thanks Ashley, glad to hear you enjoyed the course and yes, that module is very popular!
Fantastic - Highly Recommend!
13 January 2025
I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer was incredibly knowledgeable, engaging, and made the session both informative and enjoyable.
Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!
Snr Service Delivery Manager
AC3
Response from CX Skills
Thanks Marivic, couldn’t ask for a better testimonial 🙏
Great introduction to Journey Mapping!
13 January 2025
We have recently begun our Customer Experience journey and a huge part of this is understanding the Customer Journey. What a great course this was to introduce us to what it was all about.
We had the best trainers in Rod and Simon and the course was really well structured. Done over 2 sessions, it took us through the basics then gave us some time to piece together a map ourselves. It opened my eyes to things that I hadn’t considered were part of a customer journey before.
Overall, a fantastic course to begin with, well structured, very informative and well-paced with lots of time to ask questions and consider scenarios.
Coordinator Customer Service
Mackay Regional Council
Response from CX Skills
Thanks Kylie, what a wonderful review and thrilled to know it hit the mark!
Knowledgeable and Engaging
18 December 2024
I recently completed the Customer Journey Mapping course, and it was an incredibly insightful and valuable experience. The course content was well-structured and covered all the essential aspects of customer journey mapping, from understanding customer personas to creating detailed journey maps.
The instructors were knowledgeable and engaging, providing real-world examples that made the concepts easier to grasp. Overall, I highly recommend this course to anyone looking to enhance their skills in customer journey mapping.
It has equipped me with the knowledge and confidence to improve customer experiences and drive better business outcomes.
Team Leader Customer Service
Mackay Regional Council
Response from CX Skills
Thanks Kate for a lovely review of the course and we’re thrilled to hear it’s provided you with the skills and confidence you need to make a difference in your Council!
Great course! Great Trainer
18 December 2024
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
Response from CX Skills
Thanks Kevin for your feedback and thrilled to hear you enjoyed the course!
Great session!
11 December 2024
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
Response from CX Skills
Thanks Michelle, glad to hear the passion came through and that you enjoyed the training 🙂
Valuable Insights and Engaging!
11 December 2024
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
Response from CX Skills
Thanks Stuart, really glad to hear the training hit the right spot!
Exceeded My Expectations!
11 December 2024
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
Response from CX Skills
Thanks for the wonderful review Bijal and we’re thrilled to hear you enjoyed the training!
Excellent Tips, Tricks and Skills!
11 December 2024
Simon has a depth of knowledge and experience. He breaks things down using simple and easy communication, and is a fantastic trainer. I would highly recommend if you require sharpening some of the skills in your toolset.
Product support Engineer
Micro-X
Response from CX Skills
Thanks Joel, glad you enjoyed the training and loved the short and sharp review!
Simon is an absolutely amazing trainer and educator!
30 November 2024
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
Response from CX Skills
Thanks Chris for your lovely review – he really does have a passion for so we’re thrilled to hear you enjoyed the training and we wish you well for applying the skills to support the growth of your business!
Thank you so much, great course!
25 November 2024
I appreciate your time Simon, I have learned a lot and had fun in the process 🙂
IT Support
Focus Networks
Informative and fun!
25 November 2024
Thanks for the training Simon, it was very informative and enjoyable!
Service Cordinator
Alsco
Informative and Fun!
25 November 2024
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
Response from CX Skills
Thanks Mitchell, what a great review that sums up Simon well! Thanks for taking the time to leave a review!
Great Course with a Great Trainer
25 November 2024
Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.
Team Leader
LawAccess
Response from CX Skills
Thanks Shayanna, he’s definately one of the top trainers in the world for both expertise and engagement – glad to hear you enjoyed the course!
Great course! Great facilitators/consultants - thanks Rod and Simon
25 November 2024
We can’t thank Rod & Simon enough for the flexible way they accommodated our team and our learning needs. We undertook the creation of our Customer Experience Journey in addition to our normal work and Rod & Simon enabled us to be supported to undertake the work in between our sessions so that each training sessions was then applied into practice.
We feel more than capable now to undertake more Customer Experience Journey Mapping exercises independently. Thankyou again Rod & Simon!
Head of Change & Optimisation, APAC
HAYS Specialist Recruitment
Response from CX Skills
Thanks Melissa for leaving a lovely review for Rod and Simon and we’re thrilled you’ve been able to adopt the learnings and lead the charge on customer journey mapping for your business!
Feedback for training
5 November 2024
Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.
Service desk officer
Courts Administration Authority
Response from CX Skills
Thanks Shah, glad to hear you enjoyed the course with Marc and good luck on your progressing your career!
Some of the CX Skills Customers we've provided training for recently:
Reception Customer Service Foundations 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 April and Wednesday 9th of April – 13:30 to 16:30 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.
