Reception Customer Service Essentials Course November 2025
$278 per person ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Essential Reception Skills – Fast, Focused & Proven
If your team interacts with customers face-to-face, over the phone or via email at reception, admin, or front desk roles, this course is your shortcut to immediate service excellence.
The Reception Customer Service Essentials course is a fast-paced, high-impact 3-hour live session that equips staff with the proven behaviours and techniques that drive positive, confident, and professional customer interactions.
Whether you’re training new employees or giving existing staff a much-needed refresh, this course delivers the practical skills your people need to:
- Handle enquiries with empathy and confidence
- Build trust and rapport from the very first contact
- Manage even the trickiest customers with professionalism and ease
- Communicate clearly and effectively across phone, email and in-person interactions
This isn’t fluffy, generic training. Backed by over 30 years of coaching, assessments and real-world customer interaction data – and endorsed by the Australian Customer Experience Professionals Association (ACXPA) – this course cuts through outdated clichés and teaches what actually works.
Your team will learn how to master the key moments in any customer interaction: how to start strong, uncover needs, personalise responses, and finish on a high. They’ll also walk away with a simple, powerful framework to handle difficult customer scenarios with confidence.
Best of all, the course is:
- Short enough to minimise disruption (just one 3-hour live online session)
- Designed specifically for virtual delivery with interactive, engaging techniques
- Delivered by Simon Blair, one of Australia’s top-rated customer service trainers
If you’re ready to give your reception, admin or front-desk team the tools to deliver consistently excellent service – this is the course that makes it happen.
Reception Customer Service Essentials Fast Facts
Customer Service Training That Actually Works
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.
Purpose-Built for Engaging Online Delivery
Forget boring webinars — this course is the real deal. The Reception Customer Service Essentials course has been expertly crafted for virtual learning, using proven, interactive techniques that keep participants engaged and deliver real results.
This is not passive training. Your staff will learn through live demonstrations, group activities, and hands-on practice that brings customer service theory to life — even through a screen.
The course is led by Simon Blair, one of Australia’s most in-demand customer service trainers. His dynamic, down-to-earth style ensures everyone stays energised, focused, and walks away with new skills they’ll actually use.
Why it works:
- Only 3 hours: Short enough to hold attention, long enough to create change
- Zero tech stress: Delivered via Zoom and accessible straight from your browser
- Immediate impact: Staff return to work with new tools and techniques, ready to go
We get it – online training can feel like a gamble.
But our participants consistently rate this course as just as engaging and impactful as in-person training — and often more convenient.
👉 Still unsure? Check out what our past participants had to say >
Simple and Effective!
Simon was great at delivering the course! I have learned a few essential steps that hugely improved my confidence and the quality of my customer service. I highly recommend this course!
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 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:
Whether you’re onboarding new hires or upskilling experienced employees, this course gives your team the confidence, structure and communication skills to deliver exceptional customer service in any reception or front desk role.
Course Modules
In a single, high-impact 3-hour virtual session, the Reception Customer Service Essentials course teaches your staff the critical customer service and communication skills needed to create outstanding customer experiences and efficient outcomes.
With a focus on body language, empathy, action, and energy, participants learn how to bring confidence, professionalism, and consistency to every customer interaction — whether face-to-face, over the phone, or via email.
The training is hands-on, fast-paced, and packed with practical demonstrations, covering seven essential modules designed to elevate service performance across all reception and front-desk roles.
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.
Compare Reception Customer Service Course Options
You're currently viewing the Reception Customer Service Essentials course – a great starting point.
If you're looking to build on those skills with more polish, practice, and confidence in handling different customer situations, our Foundations and PRO courses offer more depth. Here's a quick comparison to help you choose the best option for your team.
Not quite the right fit? We also offer customer service training for frontline teams, phone-based staff, tech support, and inbound sales roles. Explore other training categories →
About Your Trainer
The Reception Customer Service Essentials training course is designed and facilitated by Simon Blair , one of Australia’s leading Customer Service Trainers.
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’.
Recent Testimonials from Our Reception Training Courses
What makes CX Skills reception training courses stand out is the quality of our trainers — real industry experts who bring practical experience to every session.
From Reception Essentials to Foundations and PRO, our reception-focused courses continue to earn praise for their engaging delivery, real-world relevance, and lasting impact. Here's a sample of what participants have said recently:
Interactive & Enjoyable!
Simon’s training was a great learning experience. His interactive teaching style made the class truely enjoyable.
Just What I Needed!
This course just what I needed. It was clear on its content and easy to follow. Thank you Simon for making it engaging and practical.
Great course - Informative and Enjoyable!
Thank you Simon for a great course. I not only learnt information about the psychological ways and behaviors of customers via phone/in person but also some dating tips too! We got to do role play of scenarios to understand and practice what it’s like to handle customers in various ways which was a great way for us to interact and be a part of the course. Very informative and especially enjoyed understanding the science behind our brain and how we process our emotions and logical side. e.g. amygdala part of the brain.
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.
Highly Recommended!
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!
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
How and When It’s Delivered
The November 2025 Reception Customer Service Essentials course is delivered live online, making it easy to join from anywhere.
As a public course, your employees will train alongside professionals from other businesses, providing a dynamic and interactive learning experience.
Reception Customer Service Essentials – November 2025 Session
📅 Date: Tuesday, 18th November 2025
⏰ Time: 13:30 – 16:30 AEST (Melbourne/Sydney time)
📍 Delivery: Live Online via Zoom
🎓 Facilitator: Simon Blair — one of Australia’s top customer service trainers
This is a public course, so participants will train alongside professionals from other businesses — creating a rich, engaging learning environment.
Price: $278 per person (ex GST). You can pay via credit card or request an invoice during checkout.
Lock in your team’s training now — tickets are limited for this session. 🎯
💡 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 >
