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 January 2024 Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide new employees working in reception/admin/office roles that interact with customers with the core customer service fundamental skills that will assist them in delivering great face-to-face, phone and email customer service.
As well as for new employees, this course also serves as a great ‘refresher’ course for existing employees who are a little stale or learnt ‘on the job’ and were never taught professional skills.
While this is a short customer service course of only 3 hours, it’s been decades in the making and goes well beyond the traditional customer service training tropes such as ‘always smile’ or ‘ask the customer how their day has been’.
It leverages the insights and assessment from measuring and observing thousands of customer service interactions over 30 years of training, coaching and assessing.
The January 2024 Customer Service Reception Essentials course covers the most critical and impactful behaviours needed to drive successful customer service outcomes.
Crucially it doesn’t teach scripts for the phone-based component of customer service (they don’t work!) but it does provide a structure for service interactions to enable employees to communicate in key moments with customers with energy, empathy and simplicity.
In particular, your employees will learn how to master the start and finish of any customer service interaction and 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, ensuring they are better prepared when challenging situations arise.
The January 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 that has an internet browser.
Whilst not mandatory, we do recommend having the camera enabled for the training to maximise the learning experience.
The skills we teach are applicable to all industries, products and services and are suitable for any employee that 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 new 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 January 2024 Customer Service Reception Essentials course include:
If you are looking for our more comprehensive customer service programs, check out our Customer Service Reception Pro, Customer Service Phone Professional or Customer Service Excellence courses that are longer in duration and cover more in-depth content.
Over a 3-hour online customer service training session, the January 2024 Customer Service Reception Essentials course will teach your staff the critical communication skills for dealing with customers that the most successful service 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 with every customer interaction they have.
The training consists of powerful demonstrations and practice in the essential behaviours with six key modules:
How to create a strong first impression and impact at the start of any service interaction by using effective body language, showing strong ownership and intent, managing expectations and building trust and confidence in the customer.
How to create a lasting final impression and confident finish to any customer conversation through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward, clunky finishes.
Participants learn how to initiate open conversations to identify customer needs and then proactively educate customers with tailored, personalised information.
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 and trust in customers
Participants will explore and practice a simple 2-step method for dealing with more difficult customers with effective use of appropriate body language, words and empathy
Critical tips and techniques to transform your emails when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner.
The modules are designed to have an immediate impact in improved confidence for your employees working with customers that deliver better outcomes for your business.
The strength of any training course is dependent on the skills and experience of the trainer and the January 2024 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 has trained thousands of agents across Australia with his career spanning 30 years. He's also directly assessed over 50,000 phone calls that have enabled him to continually test and refine his training to ensure he doesn't just teach theory, he teaches what works!
Simon Blair lives in Melbourne and outside of work he's kept busy as a father of 4 kids, including 3 teenagers and a 5-year-old, and as a coach of his twin girls footy team.
He also indulges his love of music when he can as a guitarist and singer-songwriter and is a passionate supporter of the North Melbourne Football Club (yes they do exist!).
You’ll also often find Simon talking on a Podcast or two and he often shares his experience via the Australian Customer Experience Professionals Association (ACXPA) or on LinkedIn.
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CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited 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.
The January 2024 Customer Service Reception Essentials course will be delivered via Zoom at the following date and time:
Dates don’t suit? See what other sessions are available >
Want private training? A private course is just for your employees and can be more cost-effective for larger groups as well as providing more flexibility over the dates and times. Contact us>
The January 2024 Customer Service Reception Essentials course is just $247 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 prior to the training commencing).
Want to Save 25% off all CX Skills Courses?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!
With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.