Customer Service Reception Essentials course
$247 AUD per person
Customer channels covered in this course:
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 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 have to handle customers in person and/or over the phone 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 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 staff 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 2-step method for dealing with more difficult customers and situations they may encounter.
Customer Service Reception Essentials course Fast Facts
Built specifically for online training!
The 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 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.
Over a 3-hour online customer service training session, the 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.
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 has trained thousands of agents across Australia with his career spanning 30 years. He's also directly assessed over 50,000 phone calls that have enabled him to continually test and refine his training to ensure he doesn't just teach theory, he teaches what works!
Simon Blair lives in Melbourne and outside of work he's kept busy as a father of 4 kids, including 3 teenagers and a 5-year-old, and as a coach of his twin girls footy team.
He also indulges his love of music when he can as a guitarist and singer-songwriter and is a passionate supporter of the North Melbourne Football Club (yes they do exist!).
You’ll also often find Simon talking on a Podcast or two and he often shares his experience via the Australian Customer Experience Professionals Association (ACXPA) or on LinkedIn.
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider 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.
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.
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 once a month enabling you to spread the training out for multiple sessions 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!
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.
And for groups of 6 or more employees, it is often more cost-effective than our public courses.
Pricing and Payment Options
The 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.
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).
- Save 15% 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?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!
With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.
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.
The November 2023 Reception Essentials course teaches essential customer service skills for in-person, phone and email – suitable for all front desk/reception roles.
The January 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email – suitable for all front desk/reception roles.
The February 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email – suitable for all front desk/reception roles.