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September 2024 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 September 2024 Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide employees working in reception/admin/office roles such as healthcare, small businesses, etc, that handle customers in person and/or over the phone with core customer service fundamental skills that will leave a positive impression with your customers.
This course is great for new employees and also serves as a great ‘refresher’ course for existing employees who are a little stale or have learnt ‘on the job’ and were never taught professional customer service skills.
While this short customer service course is only three hours, it’s been decades in the making and goes well beyond the traditional customer service training clichés such as ‘always smile’ or ‘ask the customer how their day has been’.
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 September 2024 Customer Service Reception Essentials course will teach your employees the most critical and impactful behaviours needed to drive successful customer service outcomes that enable your employees to still showcase their personality and communicate in key moments with customers with energy, empathy and simplicity.
In particular, your staff will learn how to master the start and finish of any customer service interaction, 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.
If you’d like to give your business a quick injection of customer service skills, this course is for you!
September 2024 Customer Service Reception Essentials course Fast Facts
Built specifically for online/virtual training!
The September 2024 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 who has an internet browser.
Whilst not mandatory, we do recommend having the camera enabled for the training to maximise the learning experience.
In-person training is also an option for private bookings! More info below.
Who should do this course?
The customer service skills we teach are applicable to all industries, products and services and are suitable for any employee who 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 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 Customer Service Reception Essentials course include:
- Medical Receptionists (Doctors clinics, Imaging centres, 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.
If you are looking for alternative customer service courses suitable for receptionists, check out these courses:
- Customer Service Reception PROÂ (the longer version of this course with additional modules and more time to role play/practice, delivered over 3 x 3-hour sessions).
- Customer Service Foundations (As well as the soft skills training, we include resilience and wellbeing so your employees can consistently perform at their best).
Reception Essentials Course Modules:
Over a 3-hour online/virtual training session, the Customer Service Reception Essentials course will teach your staff the critical communication skills for dealing with customers that the most successful reception 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 seven key modules:
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 Contact Centre 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 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 your 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 how to use the most appropriate language, empathy techniques and actions for enhanced 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.
About your Trainer, Simon Blair
The strength of any training course is dependent on the skills and experience of the trainer and the 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’.
Customer Testimonials
Click to view all our customer testimonials or view a list of our customers.
Specific Testimonials for our Reception Courses
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
Specific Testimonials for the trainer, Simon Blair
Highly recommended, informative and well structured
I would highly recommend Simon Blair to anyone looking to enhance their customer service skills.
He presented the material in a clear and engaging way, making it easy to understand and keeping everyone involved.
The session was overall fun and informative, thanks to Simon’s excellent teaching style.
Support Officer
Focus Networks
100% Recommended!
Many aspects of daily communication that we may use, or may never have experienced are broken down into usable and repeatable key points.
It’s been one week since the course and I have already found a notable difference in the manner clients respond to my attempts at communicating, after implementing skills discussed in the course.
Support Officer
Focus Networks
Excellent Training Session on Customer Service
I thoroughly enjoyed the session. Made me re-think how I communicate in general, and the FBI techniques were very interesting and clicked once you figured it out.
Helpdesk Support
Focus Networks
Very Informative Course
Review of Customer Service Foundations Training Course
The course was very interesting, we learnt skills that can be developed both professionally and personally!
The trainers were knowledgeable and delivered a informative course that had great content and was able to be tailored to our specific industry.
Participant Support Officer
Lifetime Support Authority
Highly Recommended , " Five Stars all the Way"
Review of Customer Service Foundations Training Course
This training transformed my thinking both professionally and personally.
It emphasises Communicating clearly – Avoid dumping too much – Breakdown the information – Don’t Assume – Do your Checks.
These strategies are invaluable in any conversation. Thank you, Simon, for the excellent guidance – much appreciated.
PSO
LSA
Positive training course
Review of Customer Service Foundations Training Course
I would like to show much appreciation to Simon and Nant for their customer foundation course. Simon and Nant were engaging and personable.
The teachings were related back to our work situations which was most helpful. The health and wellbeing model was a very valuable experience – allowing for vulnerability.
I have already used some of the strategies in my personal life and will continue to put the teachings into practise within my working relationships as well as my personal relationships with family and friends.
Thank you for sharing your experiences and guidance.
Senior Participant Support Officer
Lifetime Support Authority
Engaging and informative
Review of Service Experience Essentials (Private Course)
I recently took part in the Customer Experience training conducted by Simon, which was mandatory for all employees. Before the training, like many others, I was apprehensive about its duration given our busy schedules and anticipated would be boring.
Surprisingly, it turned out to be the complete opposite. The training flew by, thanks to Simon’s fun and energetic delivery and his encouragement for active participation in various scenarios.
He imparted valuable insights and practical tips applicable not only in the workplace but also in personal interactions. Overall, the session was highly informative and engaging. Thank you, Simon!
Business Project Manager
AC3
What you kind of knew but didn't know you knew!
Review of Service Experience Essentials (Private Course)
This training explains exactly *why* good customer experiences are good and how to make them good for your customers. Best of all Simon builds a framework you can use in all your interactions and provides scenario insights that help you make the connection between the framework and how to use it in all the various types of customer interactions you have day-to-day, whatever your role.
E.g., having a clear framework for the Engage step make a huge difference. Once you understand the CX framework Simon teaches, just saying ‘hello’ becomes more purposeful. Having that conscious intent and being focussed on establishing trust when you kick-off that initial meet-and-greet makes a huge difference to the whole meeting.
I will be reviewing Simon’s excellent and simple-to follow CX framework as an essential part of my pre-meeting preparation for – well – just about everything from now on.
Solutions Architect
AC3
Excellent course On Customer Service Essentials
Review of Service Experience Essentials (Private Course) and Phone Customer Service Essentials (Private Class)
I found this course to be extremely engaging and enjoyable. Simon is a fantastic facilitator, very articulate, charismatic, and knowledgeable.
We learned some wonderful tips on how to engage customers and keep the dialogue succinct, cordial, respectful, and outcome driven.
I would highly recommend this course to anyone considering doing it, and especially if you work in the customer service industry or manage a team that does. AAA+
Business Analysis and Engagement Manager
AC3
Great session!!
Review of Service Experience Essentials (Private Course)
Simon is a great trainer and there were many take aways from the session. He engaged everyone throughout the training!
Service Desk Analyst
AC3
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 September 2024 Customer Service Reception Essentials is a public course meaning there will be others on the course from different businesses.
The course will be delivered virtually via Zoom at the following date and time:
- Date: Thursday, 19th September 2024
- Time: 13:30 to 16:30 AEST (Melbourne, Australia)
Does the course dates or time not suit?
See what other sessions are available >
Would like the course delivered onsite?
If you’re based in Victoria, we can also offer this 3-hour workshop privately onsite at your premises as an alternative to the online public version. Contact us for more information >
Pricing and Payment Options
The September 2024 Customer Service Reception Essentials course is just $268 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 before the training commences).
Available discounts:
- Save 15%Â when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
- Want to train your whole team or clinic? 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
