Customer Service Reception PRO course course
$497 AUD per person
Customer channels covered in this course:
Customer Service Reception PRO Course Introduction
Are you looking to equip your employees with premium customer service skills to take your business to the next level?
The Customer Service Reception PRO course will equip your employees with premium skills to deliver consistent customer service across face-to-face, phone & email channels.
The course is specifically designed for employees who deal with customers in their day-to-day roles, including receptionists, office administration, front-of-house employees in medical/dental/veterinary practices and so on.
The course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal operational impact.
Your employees will progressively learn, build and apply new habits and skills that will transform their psychology and performance on how to handle customers that will positively impact your business like never before.
This isn’t just a ‘tick the box’ course; it has been developed and refined over decades of training customer service staff in diverse roles and industries and most importantly, it’s designed to deliver immediate results!
Unlock the superstars in your team and empower them with premium customer service skills that will assist them in dealing with any type of customer enquiry or customer type for any industry, product or service!
Customer Service Reception PRO course Fast Facts:
Adapted for online training!
This course has been specifically adapted to be delivered online with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
The online course is delivered via Zoom which is easily accessible to anyone that has an internet browser.
Whilst we understand there is often a preference for onsite/in-person training, there are a lot of benefits to online training and our customer review scores have been consistent whether delivered onsite or online.
Who is this course suitable for?
The Customer Service Reception PRO course has been designed to help frontline employees who are already working in a role that interacts with customers and who have some experience talking to customers (as we will use their current challenges and examples as part of the learnings).
The 3 x 3-hour sessions have been designed to be delivered in a structured manner enabling students to learn and apply their new skills in between the different sessions.
The skills we teach are applicable to all industries, products and services!
Typical roles suitable for this course include:
- Customer service staff.
- Office/administration employees.
- Receptionists/personal assistants.
- Front-of-house staff (gyms, restaurants etc.).
- Medical/Dental/Veterinary practice staff.
- Warehouse/logistics employees.
- Retail workers.
Other suitable customer service courses we have include Customer Service Reception Essentials, Customer Service Phone Professional or Customer Service Excellence courses.
Course Modules:
The Customer Service Reception PRO course is designed to first influence the psychology of participants to start viewing customer service from a customer perspective rather than their own internal, operational mindset.
Then the service experience model that forms the basis of the program, ‘The 5 Degrees of Customer Experience’, is introduced in a sequenced manner that builds competency and new habits in a staged approach.
We’ve also included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations, it will also help your business by reducing the number of frustrated customers.
There’s plenty of role-playing and practice built in to ensure your employees can put their new skills to work with the practice conducted in a safe, fun and welcoming online environment.
At the end of the course, trainees will be provided with a certificate of achievement and, most importantly, be empowered with new skills that will help them succeed in their role and help improve the outcomes for your business.
Session 1
1. The Psychology of Customers
An exploration of what customers want, what customers need and why.
2. The Five Degrees of Customer Experience
Introduction & exploration of the Five Degrees of Customer Experience service model.
3. Engage
How to create strong first impressions & have an immediate impact from the start of any face-to-face or phone customer interaction.
Session 2
4. Discover
Learn how to be better at starting open conversations then using mirroring and labelling techniques to identify what matters most to customers and their needs from you.
5. Educate
How to provide personalised solutions with proactive checks for improved experiences and resolution.
6. Close
How to finish any conversation with structure and warmth with a dose of gratitude.
Session 3
7. Body Language, Energy & Empathy
How to look and sound fresh and engaging whilst projecting confidence and clarity.
8. Dealing with Difficult Customers
A powerful 2-step method for responding to challenging customers, emotions & situations.
9. Email Best Practices
An email writing workshop that reveals simple but powerful guidelines and methods for writing clear, concise & effective email responses that engages the reader and triggers positive emotional responses.
Meet the trainer
The strength of any training course is dependent on the skills and experience of the trainer and with all CX Skills courses, we are always transparent on who your trainer is so you can be assured your employees will be in safe hands and that you are getting value for money.
This Customer Service Reception PRO course has been developed and is facilitated, by Simon Blair, one of Australia’s top Customer Service Trainers!
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.
Customer Testimonials for Simon Blair
Best Customer Service/Sales training!
Simon was one of the best trainers I met. He was keen on details, positive and right scripting, understanding, patient, and clear in explaining topics.
He doesn’t just spoon-feed, he really explains the scientific and logical how things work for you to become the best out of many customer service/sales representatives.
He can really tell what you need and will help you overcome the challenges. Also, he has an amazing sense of humor.
Overall he covers everything that you need and the training was fun! Kudos!
Informative and enjoyable!
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills.
Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Well Run
Simon helps make a somewhat painful process both instructive and even a little enjoyable. Clear structure to information helps make it easy to understand.
Highly Beneficial!
I found the training most beneficial as this is my first time in a call centre environment.
Simon was a fantastic trainer being down to earth and with so much experience in the field, the role play really helped consolidate the information and stepping it out in sequence.
5/5 course!
Would highly recommend this course to others. I found that that it was a very well-structured course that made it easy and effective to apply not only to work, but any aspect of life. Thanks Simon!
Extensive and Hands-on course
Great Course, hands-on phone course discussing essential and useful skills. Interesting information discussed with relevant examples to all types of work.
Informative and personable
I would recommend this course even for the most seasoned customer-facing professional.
Simon’s insights and experience were communicated in an engaging way and the benefits of the suggestions were seen immediately once implemented.
Great Language Tips!
I found the language tips when communicating with customers have really helped me augment my skills. Really useful!
Two excellent sessions of Customer Service Training
I would recommend these sessions to everyone who is looking to sharpen their customer service skills.
Engaging and thorough
Simon is extreme knowledgeable and knows how to train a team with relatable material to our day to day work.
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.
Our Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. See the full list here >
Public and Private course delivery options
The Customer Service Reception PRO 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 PRO course is delivered as 3 x 3-hour sessions, 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 operations.
If you would like to have more flexibility on the dates and times, and only have your employees on the course, please refer to our private training options.
See upcoming available 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.
And for groups of 6 or more employees, it is often more cost-effective than our public courses.
We are also pleased to offer this course onsite at your premises delivered as a one-day course*
Contact us about a private training course >
*additional travel costs may apply
Pricing and Payment Options
The Customer Service Reception PRO course is just $497 per person ex GST for 3 x 3 hours (total of 9 hours) of live, facilitated learning with Australia’s leading Customer Service trainer Simon Blair.
Simply select your preferred course dates 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).
- Want to train all your customer-facing employees? 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 PRO course course
All the publicly available Customer Service Reception PRO courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased for one employee or multiple, and you can pay by credit card or request an invoice on the checkout page.
If you have larger numbers (more than 6) and would like more flexibility with dates and times contact us for pricing and availability on a private course.
November 2023 Customer Service Reception PRO
Perfect for receptionists/front-desk employees etc, this November 2023 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
January 2024 Customer Service Reception PRO
Perfect for receptionists/front-desk employees etc, the January 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
February 2024 Customer Service Reception PRO
Perfect for receptionists/front-desk employees etc, the February 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
March 2024 Customer Service Reception PRO
Perfect for receptionists/front-desk employees etc, the March 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.