Reception Customer Service PRO Course
$548 AUD ex GST per person (Discounts Available) teaching customer service skills for in-person/face-to-face, phone and email.
Advanced Reception Customer Service Training Backed by Real-World Results
The Reception Customer Service PRO course is designed to take your team’s customer service skills to the next level, providing advanced techniques and coaching to master every customer interaction – whether face-to-face, over the phone, or via email.
This course is ideal for receptionists, admin teams, front-desk professionals, medical and dental staff, and anyone who represents your business as the first point of contact.
Across three live, interactive sessions (or a one-day onsite workshop), your employees will gain advanced skills to:
- Deliver confident, high-impact first impressions that set the tone for exceptional service
- Proactively identify needs and guide customers with clear, tailored communication
- Stay calm under pressure and diffuse difficult customer situations with empathy and control
- Build emotional resilience and maintain energy during high-volume or challenging interactions
This isn’t theory-based fluff – it’s high-impact, hands-on training grounded in over 30 years of real-world coaching and endorsed by the Australian Customer Experience Professionals Association (ACXPA).
With practical exercises, structured role-playing, and expert coaching, your team will walk away with the tools, confidence, and capability to consistently deliver exceptional customer service in even the most demanding frontline environments.
Why Choose This Course?
The Reception Customer Service PRO course is designed to elevate the skills and confidence of frontline employees who represent your business at the first point of contact.
Whether engaging with customers in person, over the phone, or via email, this course provides advanced techniques to ensure every interaction is professional, efficient, and customer-focused.
By focusing on high-impact customer service behaviours, communication techniques, and handling challenging situations, this course ensures employees can confidently navigate all customer interactions while enhancing your business’s reputation.
Here’s why this training is the perfect choice for your team:
Who Should Attend?
The Reception Customer Service PRO course is designed for employees who are the first point of contact for customers and need to develop advanced customer service skills to create positive, professional, and efficient interactions.
This training is perfect for employees who interact with customers in person, over the phone, or via email, ensuring they can engage with confidence, handle difficult situations effectively, and leave a lasting positive impression.
This course is ideal for:
New employees who need to develop strong customer service skills from the start.
Existing team members who need a refresh or confidence boost.
Staff who’ve never had formal customer service training.
Typical roles that will benefit from this course include:
Medical Receptionists: Doctor’s clinics, imaging centres, hospitals, and allied health practices.
Veterinary & Dental Receptionists: Handling both customers and patients.
Healthcare Admin Staff: Physiotherapists, chiropractors, myotherapists, dietitians, etc.
Office & Admin Professionals: Managing front desk enquiries or visitor traffic.
Personal Assistants & Executive Support: Front-line representatives of senior leaders.
Warehouse & Logistics Staff: Handling customer walk-ins and service interactions.
If your team regularly interacts with customers, this course will equip them with the advanced skills, confidence, and strategies they need to deliver exceptional service experiences.
Designed for Live Online Training – Highly Interactive & Engaging!
We get it – some online training sessions can feel passive and uninspiring. But when done right, they can be just as engaging and effective as in-person training, if not more so!
The Reception Customer Service PRO course has been purpose-built for live virtual delivery, ensuring employees stay actively involved through real-time discussions, group activities, and expert coaching.
Unlike pre-recorded webinars, this training is hands-on and interactive, incorporating live demonstrations, practical role-playing, and immediate feedback to reinforce learning and build confidence.
Led by Simon Blair, one of Australia’s top customer service trainers, this course provides practical strategies and techniques that your team can apply immediately to enhance customer interactions.
Flexible Learning Without the Travel Hassle
This course is structured over 3 x 3-hour live sessions, giving employees time to absorb, practice, and refine their skills without disrupting daily operations.
✔ Engaging and structured learning without the fatigue of a full-day session.
✔ Join from anywhere – no travel costs, no scheduling headaches, just effective, accessible training.
✔ Designed for real-world application – so employees can apply what they learn straight away.
👉 Still unsure? See what past participants say about our online courses!
What Your Employees Will Learn:
The Reception Customer Service PRO course is designed to transform how your frontline team engages with customers, building confidence, structure, and advanced communication skills to handle a wide range of customer interactions with professionalism and clarity.
Your employees will go beyond the basics, developing the tools to make every customer engagement purposeful and polished – whether in person, over the phone, or via email. From first impressions through to difficult conversations, the course sharpens both mindset and method.
Through three structured sessions (or a one-day onsite workshop), employees will develop:
Stronger First Impressions: Techniques to create confident, positive openings that instantly build trust and credibility.
Better Customer Understanding: Advanced questioning and listening skills to uncover needs and personalise responses.
Clear, Confident Communication: Tools to guide customers with structure, clarity, and purpose across phone, email, and in-person interactions.
Professional Call Handling & Closures: Methods to wrap up interactions cleanly and confidently – avoiding clunky or vague endings.
Effective Conflict Management: A structured, two-step approach to defuse tension and handle difficult customer types with control.
Polished Written Communication: Practical frameworks for writing clear, professional emails and chat replies that leave a positive impression.
Each session builds on the last, allowing participants to progressively strengthen their skills through live coaching, practice, and feedback – so they return to work ready to apply what they’ve learned with confidence.
9 hours of training delivered over 3 x 3-hour Sessions
The public Reception Customer Service PRO training course is delivered over three 3-hour sessions (a total of nine hours) to minimise operational disruption while allowing employees to absorb, practice, and apply their new skills effectively.
Session 1 (3-Hours)
1. The Psychology of Customer Service
This module sets the scene for what customers want and need based on decades of research, WHY the customer experience is so important, and how crucial the reception role is in representing the face of your business and brand in the manner you desire.
It also includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable more positive customer experiences through premium service delivery.
2. Body Language & Voice Projection
This fun and interactive module helps participants understand how first impressions are shaped by body language and vocal delivery.
Employees will learn how to use dynamic vocal techniques and essential body language skills for stronger face-to-face and phone communication.
3. How to Engage
Your employees will learn how to create a strong first impression with warmth, intent, and clear management of customer expectations.
A range of reception service simulations will be run for both group demonstration and individual practice to better engage customers in person or on the phone.
Session 2 (3 Hours)
4. How to Discover Customer Needs
We’ll teach employees the three critical discovery techniques (as used by the FBI) to explore and confirm customer details and needs.
They will learn how to efficiently resolve enquiries or refer customers to the right person within the organisation.
5. How to Educate & Inform
Participants will learn how to proactively educate customers about products, services, and processes to maximise first-contact resolution.
Key skills covered include clarity, pacing, pausing, and checking for understanding to ensure customers know the next steps in their enquiry.
6. How to Close
Employees will learn how to properly close any type of customer interaction to avoid awkward or clunky finishes.
They will also master the best techniques for facilitating warm or direct call transfers while avoiding negative customer experiences.
Session 3 (3 Hours)
7. Dealing with Difficult Customers
This module explores the science behind emotions and how they impact customer behaviour.
Employees will learn a powerful two-step method for handling challenging customer situations, including body language and vocal techniques to diffuse tension in face-to-face interactions.
8. Bringing it All Together!
Your employees will have the chance to extensively practice all of their newly learned reception skills through role-playing exercises.
This will help build their confidence and ensure they are ready to apply their skills immediately upon returning to work.
9. Email & Online Chat Best Practices
This module covers simple yet powerful guidelines for writing clear, concise, and engaging emails and chat responses.
Employees will learn how to trigger positive emotional responses and create better enquiry outcomes in written communication.
Compare Reception Customer Service Course Options
You're currently viewing the Reception Customer Service PRO course – our most advanced and comprehensive training option.
If you’re looking for a shorter introduction or a mid-level course to build confidence and polish key skills, our Essentials and Foundations courses provide alternative options. Here’s a quick comparison to help you choose the right fit for your team.
Want to Dive Deeper into a Specific Skill Area?
While the Reception Customer Service courses offer a well-rounded foundation, you might also want to explore more intensive training for a single channel or challenge.
These targeted courses focus exclusively on face-to-face service, phone interactions, or managing difficult customers—perfect for deeper development or follow-up training.
Frontline Customer Service Training
Focused exclusively on face-to-face customer service for retail, hospitality, events, and other in-person roles.
Learn More >Phone Customer Service Training
For staff who primarily work on the phone, this course hones call handling, empathy, and clarity techniques.
Learn More >Managing Difficult Customers
Specialised training focused solely on handling challenging customers with confidence and professionalism.
Learn More >Private Training Options – Customised for Your Business
The Reception Customer Service PRO course has been carefully developed using decades of industry experience to provide advanced customer service training for reception and administrative professionals.
While the public course is highly effective, we understand that some businesses require private training for a more tailored and confidential learning experience.
A private course offers flexibility, allowing businesses to customise the training content, discuss role-specific challenges, and ensure employees receive focused coaching in a dedicated environment.
For example, medical and healthcare reception teams may prefer private training to discuss patient interactions and compliance requirements, while corporate offices may want to refine their service approach to align with company branding and internal policies.
Benefits of Private Training:
✔ Choose dates and times that suit your team’s schedule.
✔ Keep training exclusive to your team for a confidential and tailored learning experience.
✔ Customise the content to focus on your unique customer service challenges.
✔ Train your entire team together, ensuring consistency and maximum impact.
✔ Option for onsite delivery, allowing for an immersive, in-person learning experience.
📩 Contact us today to discuss pricing and availability for private training.
Compare Public versus Private Course Benefits
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from others in various industries. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $548 per person ex GST | More Cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum - book a single employee or the whole team! | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
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 >Why Businesses Trust 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 >
Fantastic, Informative and Fun!
Even though the business I am a part of really isn’t large enough to be a “contact centre” this course has given me some fantastic insight into how I can help extract some working data around customer service that will give insight into best practices moving forward as we expand.
Justin was fantastic – everything was explained so well and even I could keep up!! He was enthusiastic and it was informative and fun!!
Response from CX Skills
Thanks Christie, thrilled to hear you enjoyed the course and glad you could keep up as Justin gets very passionate about all things contact centres!
The Training Really Works!
I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.
I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.
After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.
Response from CX Skills
Nothing we like the sound of better than hearing that you’re applying the skills we taught and that its making a difference for you and your customers. Thanks for the lovely review Eunbhi!
Enhance Your Customer Service with CX Skills
The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.
It’s been a valuable experience that has already changed our mindset on the way we approach customer service.
Highly recommended!
Response from CX Skills
Thanks Brooke – thriled to hear the training hit the mark and that the team have already started to change the mindset – thanks for trusting us with your training and we look forward to hearing about the continued success!
Tailor-made Training!
I really enjoyed the energy Simon brought to the class. At the start he gave us the opportunity to express what we felt we needed refining in our service skills then proceeded to tailor our sessions to meet those needs.
It was engaging and eye-opening experience and there were a lot of “ah huh” moments for me.
Simon created a very comfortable learning space to be able to open up, express my experiences and guide me through situations without fear of judgement that I handled it wrong.
I enjoyed practicing the techniques we were taught and the challenges he set for us.
A great overall experience!
Response from CX Skills
Thanks Rachel, loved hearing about the ‘ah huh’ moments and thrilled to hear you enjoyed the training!
Great Customer Experience Training
A great short course with easy to understand examples and real-world scenarios. Simon was an enthusiastic and helpful trainer.
Response from CX Skills
Thanks Helena, appreciate you taking the time to leave a review 🙏
Customer Service at its Best!
Loved the real life situations, role plays, easy to understand and great examples to use in a real life situations.
This will also help with home life situations which I loved!
Response from CX Skills
Thanks Jackie, glad you love the course!
Very Engaging!
Great insight provided by Nant into how to identify issues in our personal and work life and then mechanisms/tips we can put in place to become more resilient.
Response from CX Skills
Thanks Bre, glad to hear you and the team enjoyed the course – thanks for your assistance in coordinating the team!
Informative and Insightful
I wasn’t sure what to expect but I was engaged for the entire session! Nant is a good deliverer of content and engaging in that she prompted you to answer honestly.
The content was easy to follow and actually motivated me to take the small steps needed for changing to achievable goals and mindset.
Response from CX Skills
Loved to here this Anderi, Nant does have a great way of breaking things into small achievable changes that can make a massive difference. Thanks for taking the time to leave a review!
Amazing Course & Trainer!
The course was amazing, Nant made hard concepts so easy to understand by the way she worded things. She is a very intelligent person! Her knowledge of the human mind and how humans behave in a social setting was on point.
Response from CX Skills
Thanks Nina, we agree – Nant is like a walking encyclodedia of all things health and wellness but not in a nerdy way! Glad you enjoyed the course 🙂
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.
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
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 >
Reception Customer Service PRO Course Delivery & Pricing
We understand that training needs to be accessible, flexible, and effective for both businesses and employees.
That’s why our live, facilitated online training is designed to deliver maximum impact while minimising disruption to your operations.
With three short, engaging sessions, participants can immediately apply what they’ve learned, ensuring a stronger return on investment.
Our pricing structure is designed to provide great value, with discounts available for group bookings and exclusive savings for ACXPA members.
🎓 9 Hours of Live, Facilitated Online Training (3 x 3-hour sessions)
💳 $548 AUD per person (ex GST)
📅 Public Course Dates Available (see below)
✅ Volume Discounts – Save 15% when booking 3 or more staff in one transaction.
🎟 ACXPA Members Save 25%! ACXPA membership also includes 15 self-paced training courses and more. Learn More >
Register Now for a Public Course
Empower Your Team with Industry-Leading Training
Give your employees the skills they need to deliver exceptional customer interactions and strengthen your business’s reputation.
Whether you’re training a single employee or an entire team, our flexible booking options make it easy to secure the right training solution for your business.
🔹 Choose your preferred date below and book a public session instantly with a credit card.
🔹 Register one employee or multiple team members – whatever suits your needs.
🔹 Prefer an invoice? Simply select the request invoice option at checkout.
🔹 Training five or more employees? Get in touch to discuss private training options.
New public course dates are published on a regular basis!
June 2025 Reception Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, the June 2025 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
🚀 Save on Training & Improve Customer Interactions with ACXPA
The Australian Customer Experience Professionals Association (ACXPA) helps businesses across all industries deliver better customer experiences, improve service quality, and develop high-performing teams.
As an ACXPA member, you'll get 25% off all CX Skills courses, plus access to industry benchmarks, expert insights, best-practice resources, and a network of professionals to help you enhance your customer service capabilities.
📢 Annual Membership starts from just $35 per employee – saving you money on training while providing ongoing professional development.
🚀 Learn How ACXPA Helps Your Business >