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Customer Service Reception Essentials course


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July 2024 Customer Service Reception Essentials
The July 2024 Customer Service Reception Essentials course is being held live and delivered online/virtually on Tuesday, 30th of July 2024 between 13:00 and 16:00 AEST (Melbourne, Australia).
$ 268.00 AUD ex GST
The Customer Service Reception Essentials course has an average rating of 5.0 /5 stars!
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July 2024 Customer Service Reception Essentials Course Introduction

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 July 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 July 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!

General Customer Service course in Australia
Customer Service Receptionist course

July 2024 Customer Service Reception Essentials course Fast Facts

  • Suitable for any reception, administration, or front-of-house role that interacts with customers.
  • 1 x 3-hour training session to fast-track learning and minimise business disruption.
  • Learn premium customer service skills & methodologies that can be applied across any industry.
  • Includes customer service skills training for face-to-face, phone and email interactions.
  • Public and private training options available.
  • Delivered live & online by Australia’s top Customer Service trainer, Simon Blair!

Built specifically for online/virtual training!

The July 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.

Online General Customer Service Skills short course

Who should do this course?

Short general customer service course

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:

  • Medical Receptionists (Doctors clinics, Imaging centres, 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 PRO (the longer version of this course with additional modules and more time to role play/practice, delivered over 3 x 3-hour sessions).
  • Customer Service Foundations (As well as the soft skills training, we include resilience and wellbeing so your employees can consistently perform at their best).

Reception Essentials Course Modules:

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 with every customer interaction they have.

The training consists of powerful demonstrations and practice in the essential behaviours with seven key modules:

Customer Service training for admin staff

1. Service Psychology and Standards

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.

2. How to Engage

Your employees will learn how to create a strong first impression and improved customer focus through strong ownership, intent and the management of customer expectations to build trust and confidence.

3. Body Language & Voice Projection

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 your impact.

4. How to Discover & Educate

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.

5. How to Close

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.

6. Handling Difficult Customers

Participants will learn and practice a powerful two-step method for dealing with more challenging customer types and situations and how to use the most appropriate language, empathy techniques and actions for enhanced reception experiences.

7. Email & Chat Essentials

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.

Other courses suitable for Receptionists/Admin include:

  • Customer Service Reception PRO (the longer version of this course with 3 x 3-hour sessions, allowing time for additional learnings and more time to role-play/practice).
  • Customer Service Foundations (As well as the soft skills training, we include resilience and wellbeing so your employees can consistently perform at their best).
  • Managing Difficult Customers (an 8-hour course focussed exclusively on how to handle difficult customers)

About your Trainer, Simon Blair

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’.

Simon Blair 2022 Profile Photo for CX Skills
Simon Blair, Australia's leading contact centre customer service trainer!

Specific Testimonials for our Reception Courses

Specific Testimonials for the trainer, 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 Date and Time

The July 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:

  • Date: Tuesday, 30th July 2024
  • Time: 13:00 to 16:00 AEST (Melbourne, Australia)

Does the course dates or time not suit?

See what other sessions are available >

Would like the course delivered onsite?

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 >

Customer Service Reception Essentials 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.

If you’re based in Victoria, small groups (minimum of 5) are an option, and if you are interstate and are looking at training larger numbers over a few sessions, we can also accommodate! 

Contact us for pricing and availability >

Pricing and Payment Options

The July 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:

  • 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 for 12 months. Learn More >
  • Want to train your whole team or clinic? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Short Customer Service training course

Do you have questions about this July 2024 Customer Service Reception Essentials course?

Want to train all of your employees or discuss a customised training program?

Contact us at +61 3 9008 7287 for live phone support 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.