March 2025 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 March 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.

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 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 in handling customers, positively impacting 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.

If you’d like to 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, secure your ticket today!

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 March 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.

The March 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.

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 goes a long way in helping participants 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 regarding 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.

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, consistent checks for questions, comfort, and suitability are the key skills and behaviours covered to ensure customers have what they need and understand the next steps/actions being taken to help them.

6. How to Close

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 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 and 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 engage the reader, communicate information in a clear and concise manner and trigger positive emotional responses and enquiry outcomes.

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 March 2025 Customer Service Reception PRO course is facilitated by Simon Blair, one of Australia’s top Customer Service Trainers!