Customer Service Reception Essentials course
$278 AUD per person
Customer channels covered in this course:
Customer Service Reception Essentials Course Introduction
Do you have employees who greet customers in person/face-to-face or over the phone that you’d like to help deliver great customer service?
The 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.
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 customer service skills.
While this short customer service course is only 3 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 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 personalities 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 that will have an immediate impact, this is the course for you!
Customer Service Reception Essentials course Fast Facts
Built specifically for online/virtual training!
The Customer Service Reception Essentials course has been specifically adapted to be delivered virtually/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., as part of an induction program, or jump straight back into work and put their new skills to immediate use!
The course is delivered via Zoom (or Teams), which is easily accessible to anyone who has an internet browser.
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, 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 Foundations (An extended version of this course with 2 x 3-hour sessions, with additional training on managing complaints/difficult customers included).
- Customer Service Reception PRO (the longer version of this course with additional modules and more time to role-play/practice, delivered over 3 x 3-hour sessions).
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 improve 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 more effectively converse, mirror and confirm customer needs.
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 techniques for closing 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.
About Your Trainer
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
View all the Customer Testimonials for the trainer of this course here >
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 >
Public and Private course delivery options
The Customer Service Reception Essentials course is delivered online via Zoom and is offered both publicly (anyone can purchase a ticket) and privately (just for your employees), with the differences outlined below.
Public Courses
The Customer Service Reception Essentials course is delivered as one 3-hour module enabling employees to upskill with minimal impact on your operations.
The times and dates are fixed to enable you to plan ahead, and being a public course, there will be others on the course, providing a great way to learn and share experiences (and know you aren’t alone in the challenges dealing with customers!)
We typically run this course publicly every couple of months, enabling you to plan ahead to reduce the impact on your business. If you would like to have more flexibility on the dates and times and a session just for your employees, please refer to our private training options.
See upcoming available public dates at the bottom of this page!
Private Courses
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times, or you’d like the benefits of training larger groups of employees within your business, as well as keeping conversations “in-house” if that is important to you.
The private course option is the same course, but with the dates and times to suit you and it’s only for your employees.
We recognise that taking time away from training can be disruptive to your business, so for private bookings, we are able to offer you training sessions outside of usual business hours if that is a preference.
Pricing and Payment Options
The Customer Service Reception Essentials course is just $278 per employee ex GST for 3 hours of live, facilitated learning with Australia’s leading Customer Service trainer, Simon Blair.
Simply select the preferred date at the bottom of this page to purchase tickets.
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% 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 (like this one), plus membership includes 15 self-paced training courses. 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.
Purchase a ticket to a public Customer Service Reception Essentials course
All the publicly available Customer Service Reception Essentials courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased using a credit card, or you can request invoice payment on the checkout page.
If you have larger numbers (typically more than 6) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
New public course dates are published on a regular basis!
December 2024 Customer Service Reception Essentials
Online via Zoom Price: $268.00 AUD ex GSTThe December 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
January 2025 Customer Service Reception Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe January 2025 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
March 2025 Customer Service Reception Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.
This course is available for private bookings!
The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.
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.