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Customer Service Reception Pro course


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January 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 January 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.

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 on how to handle customers that will positively impact 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.

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!

Customer Service course for office employees
Customer Service course for medical practice staff

January 2024 Customer Service Reception PRO course Fast Facts

  • Designed specifically for employees working in a receptionist role that greets customers, confirms appointments, handles general enquiries etc.
  • 3 x 3-Hour Sessions (9 hours in total) to spread out the learning and minimise business impacts.
  • The customer service skills & methodologies can be applied across any industry to improve customer service.
  • Teaches customer service skills for face-to-face, phone and/or email customer interactions.
  • Public and private training options available, as well as online or onsite.
  • Delivered live by Australia’s top Customer Service trainer, Simon Blair!

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 January 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.

Online Customer Service Reception Pro training course

This course can also be delivered onsite/in-person as a one-day course and it can also be delivered privately (just for your business). Contact us for more information >

Who is this course suitable for?

Customer service training course for receptionists

The January 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:

Course Modules:

The January 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 the premium behaviours with nine key modules that are 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 about 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 to 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 as to 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 and consistent checks for questions, comfort and suitability are the key skills and behaviours covered to ensure customers have what they need or 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 also 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, 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 engages the reader, communicates information in a clear and concise manner and triggers positive emotional responses and enquiry outcomes.

Other courses suitable for receptionists include: 

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 January 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’.

Simon Blair trainer for Customer Service Receptionist PRO training course
Simon Blair, one of Australia's leading customer service trainers!

Customer Testimonials for Simon Blair

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 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.

CX Skills Australia Training Courses
CX Skills
Based on 31 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Course Dates, Times & Tickets

The January 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.

Contact us to learn more >

Specific Dates & Times for this Course*

Session 1: Tuesday, 16th January 2024, 13:00 to 16:00 AEDT (Melbourne, Australia)

Session 2: Wednesday, 17th January 2024, 13:00 to 16:00 AEDT (Melbourne, Australia)

Session 3: Thursday, 18th January 2024, 13:00 to 16:00 AEDT (Melbourne, Australia)

Dates/times don’t suit? View other options here >

*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, a full refund will be provided!

Customer Service Reception Professional training course dates and time

This course can also be delivered privately!

If you’d like your employees to complete this training but want to avoid sending them to a public course, we can deliver this course privately! 

This gives you more flexibility on the dates and times and we can also deliver it outside of normal business hours if required. Contact us for pricing and availability >

Pricing and Payment Options

The January 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% on ALL CX Skills courses, including this one. Learn more > (no other discounts apply)
  • Want to train all your retail employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Customer Service Reception Pro course Australia

Do you have questions about the January 2024 Customer Service Reception PRO course?

Want to train your whole workplace or discuss a customised course?

Speak to a live person on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >

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.