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December 2024 Customer Service Reception PRO Course Introduction
Are you looking to equip your receptionists/front desk employees with premium customer service skills to take your business to the next level?
The December 204 Customer Service Reception PRO course will equip your employees with premium skills to deliver consistent customer service across face-to-face, phone & email channels.
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 course is specifically designed for employees who deal with customers in their day-to-day roles, including receptionists, office administration, front-of-house employees in medical/dental/veterinary practices and so on.
The course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal business impact.
Your employees will progressively learn, build, and apply new habits and skills that will transform their psychology and performance in handling customers, positively impacting your business like never before.
This isn’t just a ‘tick the box’ course; it has been developed and refined over decades of training customer service staff in diverse roles and industries, and most importantly, it’s designed to deliver immediate results.
If you’d like to empower your employees with premium customer service skills that will deliver a host of business benefits, including higher customer satisfaction, fewer complaints and more revenue driven by happy customers, secure your ticket today!
December 2024 Customer Service Reception PRO course Fast Facts
Adapted for online/virtual training!
Whilst we understand there is often a preference for onsite/in-person training, there are a lot of benefits to online training and our customer review scores have been consistent whether delivered onsite or online.
The December 204 Customer Service Reception PRO course has been specifically adapted to be delivered virtually/online which helps keep the costs low, with the added benefits of trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
The online course is delivered via Zoom, which is easily accessible to anyone that has an internet browser.
Who is this course suitable for?
The December 204 Customer Service Reception PRO course has been designed to help frontline employees working in a role that interacts with customers either in person (face-to-face), over the phone or via email (and often all three!).
The 3 x 3-hour live, online/virtual sessions have been designed to be delivered in a structured manner enabling your employees to learn and apply their new skills in between the different sessions.
The premium customer service skills we teach are applicable to all industries, products and services!
Typical roles suitable for this course include:
- Medical Receptionists (Doctors clinics, Imaging, Hospitals etc).
- Veterinary Receptionists.
- Dental Receptionists.
- Healthcare Receptionists (physiotherapists, Chiropractors, Myotherapists, Dieticians etc.).
- Office/administration employees that serve customers.
- Personal Assistants.
- Warehouse/logistics employees that handle customer walk-ins.
If you are looking for alternative customer service courses suitable for receptionists, check out these courses:
- Customer Service Reception Essentials (the shorter version of this course delivered in a single, three-hour session).
- Customer Service Foundations (A reduced version of this course with six hours of training via 2 x 3-hour sessions)
- Service Experience Essentials (designed for ALL employees when you want to instil a customer-first mindset across the whole business)
- View all our customer service courses >
Course Modules:
The December 2024 Customer Service Reception PRO course is designed first to influence the psychology of your employees to start viewing customer service from a customer perspective rather than their own internal, operational mindset.
Centred on body language, conversation skills, listening, proactivity, energy & empathy, participants will learn how to be more confident, efficient and effective with every customer interaction they have.
The training consists of powerful demonstrations and practice in premium behaviours, with nine key modules outlined below.
We’ve also included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations but will also help your business by reducing the number of frustrated customers.
There’s plenty of role-playing and practice built in to ensure your employees can embed their new skills in a safe, fun and welcoming online environment.
At the end of the course, trainees will be provided with a certificate of achievement and, most importantly, be empowered with new skills that will help them succeed in their role and help improve the outcomes for your business.
Session 1
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 goes a long way in helping participants showcase to each other and themselves how our first impressions when dealing with reception staff are either positively or negatively impacted by the combination of our body language and vocal delivery and style.
Your employees will learn the use of a variety of vocal techniques for more dynamic and natural vocal delivery as well as a range of body language essentials to enable strong face-to-face and phone communication to occur.
3. How to Engage
Your employees will learn how to create a strong first impression with warmth, intent, and clear management of customer expectations regarding what happens next in terms of the product, process, or service delivery.
A range of reception service simulations will be run for both group demonstration and lots of individual practice in the use of the key skills and behaviours learnt to better engage customers when they enter your workplace or pick up the telephone.
Session 2
4. How to Discover Customer Needs
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to explore and confirm customer details and needs in order to resolve their enquiries or to refer them to others who can, in a more efficient and effective manner.
5. How to Educate & Inform
Participants will learn how to proactively educate and inform customers about products and services & process information in a manner that maximises first-contact resolution or facilitates referral for further contact from the best person to assist them.
Clarity, pacing, pausing, consistent checks for questions, comfort, and suitability are the key skills and behaviours covered to ensure customers have what they need and understand the next steps/actions being taken to help them.
6. How to Close
Employees will learn how to better control 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.
They will also learn the best techniques or options available when facilitating warm or direct call transfers to other individuals or teams within the organisation, and the things to avoid or be mindful of that can create negative experiences for customers during this process.
Session 3
7. Dealing with Difficult Customers
This module includes an exploration into the science behind emotions and how they can impact customer brain chemistry and functions when things go wrong and when they go right!
We will help your reception staff to better understand what is happening with emotional customers in real-time and what is needed as a response to validate and diffuse their emotions effectively in order to focus on what is needed to resolve or progress further with others in the organisation.
Participants will also learn (and practice!) a powerful two-step method for dealing with more challenging customer types and situations over the phone.
We will also teach a range of critical body language and vocal techniques that can be used together to diffuse negative emotions in a face-to-face environment – critical skills for any customer-facing staff.
8. Bringing it all together!
Your employees will have a chance to extensively practice all of their newly learnt reception skills through role-playing with each other and the trainer and complete end-to-end reception scenarios for both phone and face-to-face enquiries.
This will enable them to build greater confidence in applying their new habits, so they are ready to ‘hit the ground running’ and make an immediate impact in their roles and on your business post-training.
9. Email & Online Chat Best Practices
An email and online chat (if needed) writing workshop that reveals simple but powerful guidelines and methods for writing clear, concise & effective emails and chat responses that engage the reader, communicate information in a clear and concise manner and trigger positive emotional responses and enquiry outcomes.
Meet the trainer, Simon Blair
The strength of any training course is dependent on the skills and experience of the trainer and with all CX Skills courses, we are always transparent on who your trainer is so you can be assured your employees will be in safe hands and that you are getting value for money.
This December 2024 Customer Service Reception PRO course is facilitated by Simon Blair, one of Australia’s top Customer Service Trainers!
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’.
Customer Testimonials for Simon Blair
Why Businesses Trust 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.
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 >
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 Dates, Times & Tickets
The December 2024 Customer Service Reception PRO course is delivered online via Zoom and tickets can be purchased at the top of this page.
This course is also available for private delivery (just your employees) and can also be delivered as an onsite one-day course.
Specific Dates & Times for this Course*
Session 1:
Tuesday, 10th December 2024, 13:30 to 16:30 AEDT (Melbourne, Australia)
Session 2:
Wednesday, 11th December 2024, 13:30 to 16:30 AEDT (Melbourne, Australia)
Session 3:
Thursday, 12th December 2024, 13:30 to 16:30 AEDT (Melbourne, Australia)
Dates/times don’t suit?
*We require at least three attendees for us to run the course and provide a quality training experience – in the event we do not meet this number, we can move you to the next date or provide a full refund.
This course is available for private bookings!
The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.
Pricing and Payment Options
The December 2024 Customer Service Reception PRO course is just $497 per employee ex GST for 3 x 3 hours (total of 9 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 prior to the training commencing).
Available discounts:
- Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses (like this one), plus membership includes 15 self-paced training courses. Learn More >
- Want to train all your front desk/reception employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >