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 full-day onsite
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.
The Reception Customer Service PRO program is available exclusively for private bookings. It builds on the foundations covered in our public Reception Essentials and Reception Foundations courses, adding deeper coaching, realistic scenarios, and expert feedback for high-impact behaviour change across face-to-face, phone, and email channels.
Choose your format: live online over 3 × 3-hour sessions (spaced for practice and application) or a full-day onsite workshop at your premises for an immersive, high-energy experience (trainer travel costs may apply).
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.
Private Delivery Options — Online or Onsite
The Reception Customer Service PRO course is delivered exclusively for private groups (your team only). Choose the format that fits your environment, then contact us for pricing and available dates.
Live Online (Zoom or Teams)
- Lower total cost with no trainer travel or venue expenses.
- Staged learning delivered as three live sessions across separate days for better retention.
- Real practice using role plays that mirror front desk, concierge, switchboard and triage situations.
- Access anywhere for distributed teams, shifts and time zones.
Ideal when teams are spread out or you want change to stick through spaced practice.
Onsite, Face-to-Face
- High energy with everyone in the room for rapid skill alignment.
- One-and-done 8-hour workshop to upskill a team in a single day.
- Hands-on coaching with immediate feedback on greetings, gatekeeping, escalation and complaint handling.
- Your location anywhere in Australia — travel costs apply.
Best when you need a fast, in-person rollout or when online access is limited.
Ready to book? Contact us for pricing, availability and delivery recommendations.
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 →.
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:
Worthwhile training that builds confidence and enhances communication skills
The training course was very informative, well organised and well-paced. The facilitator (Simon) was experienced and explained the concepts clearly. I found it beneficial and would highly recommend it to others looking to build skills in this area. Thank you!
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.
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 Training
The Reception Customer Service PRO Course is available exclusively for private delivery, giving businesses complete flexibility on dates, format, and tailoring. Choose whether your team learns live online across three sessions or in a full-day onsite workshop at your location.
If you only have one or two employees to train, our public courses — the Reception Customer Service Essentials and Reception Customer Service Foundations — offer a convenient and cost-effective way to develop core skills alongside peers from other industries.
Use the comparison below to understand the difference between public and private delivery models so you can choose what best suits your situation. Still unsure? Contact us and we’ll help you find the right fit.
| Feature | Public Course (Essentials or Foundations) | Private Course (Essentials, Foundations or PRO) |
|---|---|---|
| Who Attends | Open to individuals or small teams from any organisation | Your employees only |
| Learning Environment | Cross-industry participation and shared insights | Focused entirely on your team’s experiences, customers and goals |
| Dates & Times | Fixed public schedule — join upcoming advertised courses | Fully flexible — you choose the dates that suit your operations |
| Content | Structured curriculum | Can be tailored to suit your environment |
| Delivery Method | Live online via Zoom or Teams (set class times) | Live online across three sessions or onsite in a single day |
| Cost | Per-person pricing — ideal for up to four participants | Team-based pricing — more cost-effective for 5+ participants |
| Best For | Individuals or small teams wanting ready-made public training | Businesses needing tailored, flexible training |
| View Upcoming Public Courses > | Enquire About Private PRO Training > |
3 × 3hr Live Online Sessions
or 1-Day Onsite Workshop (travel costs may apply)
Pricing and Booking
The Reception Customer Service PRO course is available exclusively for private delivery and can be tailored to your brand standards, visitor flows, and phone/email protocols.
Pricing is based on $548 per person (ex GST) with discounts available for larger teams and ACXPA Members. Choose live online across three spaced 3-hour sessions for better retention, or a full-day onsite workshop for immersive, hands-on training (trainer travel costs may apply).
Minimum 5 participants. Credit card and invoice payment options available.
Ready to elevate your front-of-house experience?
Call us on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne time) or send us a message for quotes, dates and delivery recommendations.
Need a More Flexible & Affordable Option?
While live training is always the gold standard for skill development, our Self-Paced Courses offers a practical alternative when time, budget, or scheduling are tight.
- Easy to use 'Netflix' style interface
- Short, engaging video lessons (approx. 10 mins each)
- Workbooks, quizzes, and a certificate of completion
- Part of a growing library of 300+ on-demand courses
- Wide variety of topics from customer service, sales, leadership, resilience and more
- Accessible anytime, anywhere – from any device
Check out the Customer Service Pathway as one example of what's included: Self-Paced Customer Service Course Pathway
Reception Customer Service PRO — FAQs
The Reception Customer Service PRO course is designed for anyone working on the front desk — from new starters who need solid, confidence-building structure to experienced reception and concierge staff who want to sharpen advanced techniques.
It’s particularly valuable wherever teams handle a mix of routine enquiries and high-pressure or complex interactions and need consistent, professional outcomes across shifts and locations.
All three programs use the same ACXPA-endorsed framework. The difference is the depth of practice and coaching time:
- Essentials: a concise introduction to world-class reception standards — ideal for onboarding or refreshers.
- Foundations: adds more examples and guided practice to build consistency.
- PRO: adds extended coaching, complex role-plays, and richer feedback so both new and experienced staff can handle difficult scenarios with calm, confident control.
In short: each level lifts performance; PRO simply gives you more time in the doing — the practice and coaching that makes behaviours stick.
Choose the format that suits your team:
- Live online: three interactive 3-hour sessions across multiple days — great for remote or multi-site teams.
- Onsite: a one-day immersive workshop at your location — ideal for in-person collaboration and momentum.
Both formats are trainer-led, highly practical, and focused on rapid skill transfer to the desk.
Yes. For private delivery we tailor scenarios, language and role-plays to your sector (medical, hospitality, education, corporate, government and more). We can also align examples with your systems, KPIs and customer journey.
Yes. Every participant receives a Certificate of Achievement on completion, recognising advanced reception professionalism and customer experience capability.
We recommend a minimum of five participants for private delivery to maximise interaction, role-plays and peer learning.
If you have fewer than five people, consider our public programs with regular dates: Reception Essentials or Reception Foundations.
The Reception Customer Service PRO Course is based on $548 per person (ex GST). Discounts apply for groups and ACXPA members. Contact us for customised pricing and availability.