Reception Customer Service · PRO · private team training
Reception Customer Service PRO
Our most complete reception training, for teams who want to master every interaction: nine hours of live training across face-to-face, phone and email.
PRO is private training for your team, delivered live online over three sessions or as a full day onsite at your workplace.
- Rated 4.9/5 across our courses
- ACXPA certified course
- Live, expert-led training
- Certificate included
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for you
Immediate impact, and habits that last
Every session gives your team techniques to use at the front desk straight away, and the three-session format lets them practise and come back to refine, with plenty of coaching along the way.
For leaders, it creates a shared standard for reception service that makes onboarding, coaching and consistency easier long after the training.
- Polished first impressions, every time
- Calm, confident handling of difficult situations
- Professional emails and chat replies
Understand the role
Why reception is the face of your business and brand.
Voice and body language
Dynamic vocal techniques and body language for every channel.
Uncover needs faster
Discovery techniques that confirm details and reduce handoffs.
Inform with confidence
Clarity, pacing and checks so customers know the next steps.
Defuse difficult situations
A two-step method, plus body language and vocal techniques.
Write with impact
Clear, calm emails and chat replies aligned with your brand.
The course
Three sessions that turn skills into habits
Reception Customer Service PRO runs over three live 3-hour sessions, or as a full-day onsite workshop. Each session builds on the last, from first impressions to difficult situations and written communication.
Every session includes demonstrations, simulations and role plays, and the course finishes with extensive practice and feedback.
Transfers, referrals and handoffs are covered too, so enquiries reach the right person without a poor experience.
- 3 × 3 hoursOr a full day onsite
- Online or onsiteZoom, Teams or your premises
- Private onlyJust your team, on your dates
- CertificateFor everyone who completes
What’s covered: nine modules over three sessions
Session 1 sets the mindset and first impressions, Session 2 lifts the core conversation, and Session 3 handles difficult situations and writing.
The Psychology of Customer Service
What customers want, and why reception is the face of your brand.
- Decades of research
- Why the experience matters
- The five core competencies
Body Language & Voice Projection
How first impressions are shaped by body language and voice.
- Dynamic vocal techniques
- Essential body language
- In person and on the phone
How to Engage
Warmth, intent and clear expectations from the first second.
- A strong first impression
- Managing expectations
- Reception simulations
How to Discover Customer Needs
Three discovery techniques, as used by the FBI.
- Explore and confirm needs
- Resolve or refer
- Fewer handoffs
How to Educate & Inform
Explain products, services and processes clearly.
- Clarity and pacing
- Checks for understanding
- Clear next steps
How to Close
Close any interaction well, including transfers.
- No clunky finishes
- Warm and direct transfers
- A positive last impression
Dealing with Difficult Customers
The science of emotions, and a two-step method to calm them.
- Emotions and behaviour
- The two-step method
- Defusing face to face
End-to-End Simulations
Extensive role plays of every new reception skill.
- Role-play practice
- Trainer feedback
- Ready for the next shift
Email & Online Chat Best Practices
Clear, concise and engaging written replies.
- Simple guidelines
- Positive tone
- Better outcomes
Two ways to run PRO
PRO is private training for your team. Choose the format that suits your rosters and locations.
Live online
3 × 3-hour sessions
- Via Zoom or Teams
- Spaced learning that sticks
- Ideal for spread-out teams
- No travel or venue costs
Onsite
A full day at your workplace
- Everyone in the room
- High energy, fast rollout
- Hands-on coaching
- Travel costs may apply
Only one or two people?
Try a public course
- Essentials: 1 × 3 hours, $315
- Foundations: 2 × 3 hours, $485
- Live online via Zoom
- Book one ticket or several
Not sure which course suits your team? Ask for a recommendation
Compare reception courses
Compare the three reception courses
All three courses teach the same proven approach. Essentials and Foundations also run as public courses, if you only have one or two people to train.
| Compare | Public or privateReception Customer ServiceEssentials | Public or privateReception Customer ServiceFoundations | This courseReception Customer ServicePRO |
|---|---|---|---|
| Length | 1 × 3-hour sessionlive online or onsite | 2 × 3-hour sessionsor a half day onsite | 3 × 3-hour sessionsor a full day onsite |
| Price | $315per person, ex GST | $485per person, ex GST | $645per person, ex GST |
| Availability | Public or private | Public or private | Private only |
| Best for | New starters, or a fast refresh for experienced staff. | Teams who want skills to stick through practice. | Teams who want to master front desk service. |
| Includes |
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| Link | View Essentials | View Foundations | You’re on this page |
Not sure which course suits your team? Ask for a recommendation
Getting sign-off?
Everything your manager needs, in one PDF
Download a two-page fact sheet for Reception Customer Service PRO: outcomes, modules, format, price and options, plus how it compares with our other reception courses.
Course fact sheet (PDF)
Outcomes, modules, format, price and how to book, ready to forward or attach to an approval.
Download the fact sheetPrefer to talk it through?
Not sure which course or format suits your team? Get in touch and we’ll help you choose.
Talk to usWho it’s for
Who is reception customer service training for?
Anyone who is the first point of contact for customers, patients or visitors, in person, on the phone or by email.
Medical and allied health
Clinics, imaging, dental, vet and allied health reception teams.
Education and school admin
Front offices handling parents, students and visitors.
Corporate and office reception
Front desks managing enquiries, calls and visitor traffic.
Executive assistants
PAs and support staff who represent senior leaders.
Hospitality and concierge
Hotel, venue and event teams welcoming guests.
Community and recreation centres
Bookings, memberships and public enquiries.
Looking for the full range of reception training? See all reception courses
ACXPA certified
ACXPA certified reception training
CX Skills is the official training partner of ACXPA, which sets the standards used to assess customer service and publishes the Australian Call Centre Rankings.
Our reception courses are ACXPA certified, with call handling aligned to the standards used to assess phone service.
- ACXPA certified reception customer service courses
- Built on the standards used to assess customer service
- ACXPA members save 25% on every live public course
ACXPA membership
Save on training, and keep the skills growing all year
A course builds the skills; ACXPA membership keeps them growing, whether you join on your own or with your team. Each member gets their own login to a practitioner-built, vendor-neutral platform of tools, templates and training, plus live access to experienced practitioners every fortnight.
- 50+hours of live expert access a year
- 65+tools, templates and resources
- 18calculators
- 25%off CX Skills live public courses
Live expert access, every fortnight
Our Open Mic is a relaxed, off-the-record Zoom every second Tuesday with ACXPA’s founder and CEO.
No agenda, no slides: bring a question, share what you’re working through, or just listen.
CX and Call Centre Roundtables
Monthly live panels with CX and contact centre leaders on the problems customer-facing teams face every day.
Every session is kept in a searchable library, with an AI assistant that answers your questions.
Eight specialist hubs
Customer service, CX, complaints handling, coaching, training and onboarding, call centres, WFM and benchmarking.
Each hub has its own tools, templates and training, ready when you need them.
An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.
Every member gets 25% off CX Skills live public courses: five people on one $485 Foundations course save $606, more than the membership costs.
Reviews
What participants say
Verified reviews from people who’ve completed our reception customer service courses.
Worthwhile training that builds confidence and enhances communication skills
The training course was very informative, well organised and well-paced. The facilitator (Simon) was experienced and explained the concepts clearly. I found it beneficial and would highly recommend it to others looking to build skills in this area. Thank you!
Absolutely Brilliant Trainer and Content!
This course was a great reminder of simple steps to polish our skills on reception. The presenter (Simon) made it fun and light hearted, but very informative.
I took away some great tools to use in my workplace. I would highly recommend this course!
Interactive & Enjoyable!
Simon’s training was a great learning experience. His interactive teaching style made the class truely enjoyable.
Engaging, informative and fun!
Simon was an engaging, supportive and fun facilitator for these sessions. He welcomed our mistakes, but also gave us information on how to work on them in the future. I would recommend Simon to anyone that wants to boost their customer service skills.
I think for me as someone who has been in customer service for over 5 years, the course was a bit simplified and I didn’t really learn anything new, but, if a newbie in customer service wanted to develop their skills then this would be the place for it. Nonetheless it was an excellent reminder of customer service processes I have learnt in the past.
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!
FAQs
Reception Customer Service PRO FAQs
Format, pricing, content and who the course suits.
Who is PRO for?
Can I book one ticket on PRO?
What’s covered?
How much does it cost?
Online or onsite?
Can it be tailored for our team?
Do participants receive a certificate?
Is the course ACXPA certified?
Is there a lower-cost or self-paced option?
An ACXPA membership is another option: members save 25% on live public courses and get 12 months of tools, templates and live sessions.
Can I get something to share with my manager?
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to master every first impression?
Tell us about your team and we’ll recommend the best format and dates.