Customer Service Reception PRO course course
$548 AUD per person
Customer channels covered in this course:
Customer Service Reception PRO Course Introduction
Are you looking to equip your receptionists 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 business impact.
Your employees will progressively learn, build, and apply new habits and skills that will transform their psychology and performance in handling customers, which 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.
Empower your employees with premium customer service skills that will deliver a host of business benefits, including higher customer satisfaction, fewer complaints and more revenue driven by happy customers!
Customer Service Reception PRO course Fast Facts:
Adapted for online/virtual training!
This course has been specifically adapted to be delivered virtually/online which helps keep the costs low, with the added benefits of trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
The online course is delivered via Zoom (or Teams), which is easily accessible to anyone who 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 working in a role that interacts with customers either in person (face-to-face), over the phone or via email (and often all three!).
The 3 x 3-hour live, online/virtual sessions have been designed to be delivered in a structured manner enabling your employees to learn and apply their new skills in between the different sessions.
The premium customer service skills we teach are applicable to all industries, products and services!
Typical roles suitable for this 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 Reception Essentials (the shorter version of this course delivered in a single, three-hour session).
- Customer Service Foundations (A reduced version of this course with six hours of training via 2 x 3-hour sessions)
- Service Experience Essentials (designed for ALL employees when you want to instil a customer-first mindset across the whole business)
- View all our customer service courses >
Course Modules:
The Customer Service Reception PRO course is designed first to influence the psychology of your employees to start viewing customer service from a customer perspective rather than their own internal, operational mindset.
Centred on body language, conversation skills, listening, proactivity, energy & empathy, 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 premium behaviours, with nine key modules outlined below.
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 but 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 embed their new skills 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 Customer Service
This module sets the scene for what customers want and need based on decades of research, WHY the customer experience is so important, and how crucial the reception role is in representing the face of your business and brand in the manner you desire.
It also includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable more positive customer experiences through premium service delivery.
2. Body Language & Voice Projection
This fun and interactive module goes a long way in helping participants showcase to each other and themselves how our first impressions when dealing with reception staff are either positively or negatively impacted by the combination of our body language and vocal delivery and style.
Your employees will learn the use of a variety of vocal techniques for more dynamic and natural vocal delivery as well as a range of body language essentials to enable strong face-to-face and phone communication to occur.
3. How to Engage
Your employees will learn how to create a strong first impression with warmth, intent, and clear management of customer expectations regarding what happens next in terms of the product, process, or service delivery.
A range of reception service simulations will be run for both group demonstration and lots of individual practice in the use of the key skills and behaviours learnt to better engage customers when they enter your workplace or pick up the telephone.
Session 2
4. How to Discover Customer Needs
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to explore and confirm customer details and needs in order to resolve their enquiries or to refer them to others who can, in a more efficient and effective manner.
5. How to Educate & Inform
Participants will learn how to proactively educate and inform customers about products and services & process information in a manner that maximises first-contact resolution or facilitates referral for further contact from the best person to assist them.
Clarity, pacing, pausing, and consistent checks for questions, as well as comfort and suitability, are the key skills and behaviours covered to ensure customers have what they need or understand the next steps/actions being taken to help them.
6. How to Close
Employees will learn how to better control 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.
They will also learn the best techniques or options available when facilitating warm or direct call transfers to other individuals or teams within the organisation, and the things to avoid or be mindful of that can create negative experiences for customers during this process.
Session 3
7. Dealing with Difficult Customers
This module includes an exploration into the science behind emotions and how they can impact customer brain chemistry and functions when things go wrong and when they go right!
We will help your reception staff to better understand what is happening with emotional customers in real-time and what is needed as a response to validate and diffuse their emotions effectively in order to focus on what is needed to resolve or progress further with others in the organisation.
Participants will also learn (and practice!) a powerful two-step method for dealing with more challenging customer types and situations over the phone.
We will also teach a range of critical body language and vocal techniques that can be used together to diffuse negative emotions in a face-to-face environment – critical skills for any customer-facing staff.
8. Bringing it all together!
Your employees will have a chance to extensively practice all of their newly learnt reception skills through role-playing with each other and the trainer and complete end-to-end reception scenarios for both phone and face-to-face enquiries.
This will enable them to build greater confidence in applying their new habits, so they are ready to ‘hit the ground running’ and make an immediate impact in their roles and on your business post-training.
9. Email & Online Chat Best Practices
An email and online chat (if needed) writing workshop that reveals simple but powerful guidelines and methods for writing clear, concise & effective emails and chat responses that engage the reader, communicate information in a clear and concise manner and trigger positive emotional responses and enquiry outcomes.
Meet the trainer, Simon Blair
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 is facilitated by Simon Blair, one of Australia’s top Customer Service Trainers!
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 for Simon Blair
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 PRO course is delivered virtually/online 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 business.
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 employees across multiple sessions to further reduce the impact on your business.
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 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.
For private virtual training, we can also offer this course outside of normal business hours if required.
This course can also be delivered onsite at your premises as a one-day course*
Contact us about a private training course >
*additional travel costs may apply depending on your location.Â
Pricing and Payment Options
The Customer Service Reception PRO course is just $548 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%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 (like this one), plus membership includes 15 self-paced training courses. Learn More >
- Want to train all your retail employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
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 a single employee, or you can send multiple team members, and you can pay by credit card or request an invoice on the checkout page.
If you have larger numbers (more than 5) 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 PRO
Online via Zoom Price: $498.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, the December 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
January 2025 Customer Service Reception PRO
Online via Zoom Price: $548.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, the January 2025 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
March 2025 Customer Service Reception PRO
Online via Zoom Price: $548.00 AUD ex GSTPerfect for receptionists/front-desk employees etc, the March 2025 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.
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