Reception Customer Service Essentials Course
$278 AUD ex GST per person (Discounts Available) teaching customer service skills for in-person/face-to-face, phone and email.
Reception Customer Service Essentials Course Introduction
Do you have employees who greet customers in person/face-to-face or over the phone that you’d like to help deliver great customer service?
The 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.
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 customer service skills.
While this short customer service course is only 3 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 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 personalities 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 that will have an immediate impact, this is the course for you!
Reception Customer Service Essentials course Fast Facts
Get the Essential Skills for Exceptional Customer Service
The Reception Customer Service Essentials course is a fast-tracked, high-impact training session designed to equip receptionists, front desk staff, and administrators with the core customer service skills they need to create positive first impressions, handle enquiries confidently, and deliver great experiences—whether in person, over the phone, or via email.
This 1 x 3-hour live session ensures minimal business disruption while delivering practical, immediately applicable techniques to enhance professionalism, communication, and service interactions.
Built specifically for online/virtual training!
As a short course, the Reception Customer Service Essentials course has been expertly adapted for online delivery, combining interactive learning with proven techniques to ensure participants stay engaged, build confidence, and achieve real results.
Unlike passive webinars, this course is designed to be highly interactive, with live demonstrations, group activities, and hands-on practice throughout the session.
Our facilitator, Simon Blair, is one of Australia’s top customer service trainers, known for his dynamic style that keeps participants engaged and motivated, even through a screen.
At just 3 hours, the session is short enough to maintain focus while delivering powerful, actionable skills that can be applied immediately. Employees can return to work straight after, equipped with new techniques to elevate their customer interactions.
The course is delivered via Zoom, easily accessible from any internet browser—no technical hassles.
We get it—online training can seem less effective.
But our participants consistently rate this course as just as engaging and impactful as in-person training.
👉 Still unsure? Check out the customer testimonials from our online courses >
Course Suitability
The Reception Customer Service Essentials course is designed for employees in any industry who interact with customers, whether face-to-face, over the phone, or via email.
The customer service techniques taught in this course apply across all sectors, ensuring employees can handle interactions professionally, confidently, and efficiently.
This course is ideal for:
✔ New employees who need to develop strong customer service skills from the start.
✔ Existing employees who may have become a little stale and need a refresh.
✔ Staff who have never received formal customer service training and need to polish their skills or learn new techniques.
Typical roles that will benefit from this course:
✔ Medical Receptionists (doctor’s clinics, imaging centres, hospitals, etc.).
✔ Veterinary Receptionists.
✔ Dental Receptionists.
✔ Healthcare Receptionists (physiotherapists, chiropractors, myotherapists, dietitians, etc.).
✔ Office & administration staff who manage front desk enquiries.
✔ Personal Assistants & Executive Support staff.
✔ Warehouse & logistics employees handling customer walk-ins.
Whether you’re looking to train new team members or refine the skills of experienced staff, this course ensures your employees are equipped to deliver exceptional customer service in any reception or front desk role.
Course Modules:
Over a single 3-hour online/virtual training session, the Reception Customer Service Essentials course will teach your staff the critical customer service and communication skills for dealing with customers 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 in every customer interaction they have.
The training consists of powerful demonstrations and practice in the essential behaviours with seven key modules:
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 Phone Customer Service 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 an 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 their 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 learn how to use the most appropriate language, empathy techniques, and actions to enhance 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.
About Your Trainer
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’.
Trusted by Leading Businesses – Large and Small!
Our training is backed by real results from employees across a wide range of industries. We’ve helped teams in healthcare, corporate offices, retail, logistics, and more enhance their customer service skills and deliver exceptional experiences.
✅ Hundreds of five-star reviews from satisfied participants
✅ Trusted by top businesses and organisations across Australia
✅ Proven impact – employees leave feeling more confident, capable, and empowered
📢 Don’t just take our word for it—hear directly from our customers below!
🔗 View all our customer testimonials or see a list of businesses we’ve worked with.
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Engaging and informative training sessions
We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!
Awesome training!
Learning how to properly introduce myself and leave a good impression is something that will help me on the Service Desk everyday.
Fun, engaging and very informative!
The psychology behind the way we speak to customers was my highlight! And I gained a lot of insight into how I can coach others through this.
Fantastic - Highly Recommend!
I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer was incredibly knowledgeable, engaging, and made the session both informative and enjoyable.
Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!
Great course! Great Trainer
I recently completed a 3-part training course with Simon (Reception PRO). It was incredibly helpful and practical, significantly enhancing my communication and writing skills. I highly recommend this course to anyone looking to improve their communication abilities.
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
Valuable Insights and Engaging!
The presentation by Simon was excellent. Simon is a very enthusiastic presenter who presented the information content very well. I learned some valuable insights into customer service and techniques with engaging people. Well done 🙂
Exceeded My Expectations!
I would like to say that Simon Blair from CX Skills has exceeded my expectations in providing the training in 3 sessions. The training content was apt and is helping me with my interactions on day-to-day basis. The ease with which Simon trained us is exceptional.
Simon is an absolutely amazing trainer and educator!
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Public, Private, Online or Onsite – Choose the Training Option That Works Best For You!
The Reception Customer Service Essentials course is designed to provide practical, high-impact customer service training for receptionists and front desk professionals in just one focused 3-hour session.
While the public courses are a great way for employees to learn alongside others from different industries, some businesses prefer private training for a more tailored, role-specific experience.
A private course allows your team to receive dedicated coaching, discuss workplace-specific challenges, and customise the training to align with your business needs.
For example, medical and healthcare reception teams may benefit from private training to discuss patient interactions and compliance requirements, while corporate offices may want to refine their approach to match their company’s service expectations.
Benefits of Private Training:
✔ Flexible scheduling – choose a date and time that suits your team.
✔ Exclusive to your team – create a confidential, focused learning environment.
✔ Customisable content – tailor the training to address your team’s specific challenges.
✔ Train your entire team together – ensuring consistency and immediate impact.
✔ Option for onsite delivery – bring the training to your workplace for a fully immersive experience.
📩 Contact us today to discuss pricing and availability for private training.
Compare Public versus Private Course Benefits
| Feature | Public Course (Online) | Private Course (Online or Onsite) |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Dates & Times | Fixed schedule | Fully flexible to suit your needs |
| Session Format | 1 x 3-hour live online sessions | Customisable to suit your business |
| Content | Standardised curriculum covering core skills | Customised content to align with your business needs |
| Delivery Method | Live online via Zoom/Teams | Live online or onsite at your location |
| Cost | $278 per person ex GST | Discounts available for larger groups |
| Best For | Businesses needing to train one or a few reception staff | Companies looking for a customised, team-wide training solution |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
Contact Us >Pricing and Payment Options
The Customer Service Reception Essentials course is just $278 per person ex GST for 3 hours of live, interactive training led by Australia’s leading Customer Service trainer, Simon Blair.
Just select your preferred dates from the courses below!
Flexible payment options:
✅ Pay instantly with a credit card.
✅ Request an invoice at checkout (payment must be completed before the course begins).
Invest in your team’s success with practical skills they can apply immediately – without disrupting the workday!
Available discounts:
- Save 15%Â 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, plus membership includes 15 self-paced training courses. 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.
Purchase a Ticket to a Public Reception Customer Service Essentials Course
All the publicly available Customer Service Reception Essentials courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased using a credit card, or you can request invoice payment on the checkout page.
If you have larger numbers (typically more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
New public course dates are published on a regular basis!
March 2025 Reception Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
May 2025 Reception Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe May 2025 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
July 2025 Reception Customer Service Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe July 2025 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >