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November 2023 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 November 2023 Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide new employees working in reception/admin/office roles that interact with customers with the core customer service fundamental skills that will assist them in delivering great face-to-face, phone and email customer service.
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 skills.
While this is a short customer service course of only 3 hours, it’s been decades in the making and goes well beyond the traditional customer service training tropes such as ‘always smile’ or ‘ask the customer how their day has been’.
It leverages the insights and assessment from measuring and observing thousands of customer service interactions over 30 years of training, coaching and assessing.
The November 2023 Customer Service Reception Essentials course covers the most critical and impactful behaviours needed to drive successful customer service outcomes.
Crucially it doesn’t teach scripts for the phone-based component of customer service (they don’t work!) but it does provide a structure for service interactions to enable employees to communicate in key moments with customers with energy, empathy and simplicity.
In particular, your employees will learn how to master the start and finish of any customer service interaction and 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, ensuring they are better prepared when challenging situations arise.
November 2023 Customer Service Reception Essentials course Fast Facts
Built specifically for online training!
The November 2023 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 that has an internet browser.
Whilst not mandatory, we do recommend having the camera enabled for the training to maximise the learning experience.
Who should do this course?
The skills we teach are applicable to all industries, products and services and are suitable for any employee that 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 new 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 November 2023 Customer Service Reception Essentials course include:
- Customer service staff
- Office/administration employees
- Receptionists/personal assistants
- Front-of-house staff (gyms, restaurants etc.)
- Medical/Dental/Veterinary practices
- Warehouse/logistics employees
- Retail workers
If you are looking for our more comprehensive customer service programs, check out our Customer Service Reception Pro, Customer Service Phone Professional or Customer Service Excellence courses that are longer in duration and cover more in-depth content.
Reception Essentials Course Modules:
Over a 3-hour online customer service training session, the November 2023 Customer Service Reception Essentials course will teach your staff the critical communication skills for dealing with customers that the most successful service 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 six key modules:
1. How to Engage
How to create a strong first impression and impact at the start of any service interaction by using effective body language, showing strong ownership and intent, managing expectations and building trust and confidence in the customer.
2. How to Close
How to create a lasting final impression and confident finish to any customer conversation through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward, clunky finishes.
3. How to Educate
Participants learn how to initiate open conversations to identify customer needs and then proactively educate customers with tailored, personalised information.
4. 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 and trust in customers
5. Dealing with Difficult Customers
Participants will explore and practice a simple 2-step method for dealing with more difficult customers with effective use of appropriate body language, words and empathy
6. Email Essentials
Critical tips and techniques to transform your emails when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner.
The modules are designed to have an immediate impact in improved confidence for your employees working with customers that deliver better outcomes for your business.
About Your Trainer
The strength of any training course is dependent on the skills and experience of the trainer and the November 2023 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’.
Specific Testimonials for this course
If you’d like to read more reviews, please click here >
Highly Recommended!
17 February 2023
Review of February 2023 Customer Service Reception Essentials
Highly recommend this course to anyone wanting to boost their skills and confidence with customer interactions and providing a high level of customer service.
Simon was a fantastic teacher, super friendly, extremely knowledgeable and takes pride in what he does. Thank you!
Receptionist
Streamline Publishing & Gallery
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.
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 November 2023 Customer Service Reception Essentials course will be delivered via Zoom at the following date and time:
- Date: Thursday 30th November 2023
- Time: 13:00 to 16:00 AEDT (Melbourne, Australia)
Dates don’t suit? See what other sessions are available >
Want private training? A private course is just for your employees and can be more cost-effective for larger groups as well as providing more flexibility over the dates and times.  Contact us>
Pricing and Payment Options
The November 2023 Customer Service Reception Essentials course is just $247 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 prior to the training commencing).
Available discounts:
- Save 15%Â when booking for 3 or more staff in the same transaction (note: the discount will be applied on the final checkout page and no other discounts apply).
- Want to train your whole team or centre? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
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.Â
