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 December 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 December 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!
The December 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.
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:
If you are looking for alternative customer service courses suitable for receptionists, check out these courses:
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:
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.
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.
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.
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.
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.
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.
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.
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’.
Click to view all our customer testimonials or view a list of our customers.
Specific Testimonials for our Reception Courses
Specific Testimonials for the trainer, Simon Blair
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.
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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
The December 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:
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 >
The December 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:
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.Â