Reception Customer Service PRO Course
$548 per person ex GST (Discounts Available)
Delivered via 3 x 3-Hour Online Sessions or 1-day onsite
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Course Introduction
The Reception Customer Service PRO course is an advanced, high-performance training program designed to take your team’s service skills to the next level — with deeper coaching, more challenging scenarios, and extended time to embed best-practice behaviours.
Ideal for receptionists, admin teams, medical and dental staff, and anyone who represents your organisation at the front line, this course helps participants thrive in even the most complex and high-pressure customer environments.
Delivered over three live, interactive sessions (or as a full-day onsite workshop), your team will develop advanced skills to:
- Make confident, high-impact first impressions that build instant trust and credibility
- Proactively uncover customer needs and tailor responses with clarity and control
- Stay calm, composed, and empathetic under pressure — even in tough situations
- Build emotional resilience and maintain energy during busy, high-demand periods
This isn’t theory-based fluff — it’s structured, hands-on training built on over 30 years of real-world coaching and endorsed by the Australian Customer Experience Professionals Association (ACXPA).
Through expert coaching, practical role-plays, and deep personal feedback, your team will walk away with the tools, confidence, and capability to consistently deliver exceptional service — no matter what the day throws at them.
Reception Customer Service PRO Fast Facts
Give your frontline team the advanced skills and confidence to handle every customer interaction — no matter how complex.
This advanced training course is designed for receptionists, admin teams, and front-desk professionals ready to take their service game to the next level. Delivered over three structured sessions or as a one-day onsite workshop, it provides deeper coaching, more real-world scenarios, and expert feedback to embed high-impact customer service behaviours.
Course Suitability
The Reception Customer Service PRO course is designed for employees who are the first point of contact for customers and need to develop advanced customer service skills to create positive, professional, and efficient interactions.
This course is ideal for staff who engage with customers in person, over the phone, or via email — and who need the tools, techniques, and confidence to deliver consistently outstanding service in any situation.
This course is perfect for:
- Reception staff looking to elevate their service delivery and communication skills.
- Team members who regularly handle difficult or high-pressure customer interactions.
- Employees ready for advanced coaching, role-play, and practical skill development.
Typical roles that will benefit from this course include:
If your reception team regularly interacts with customers, this course will equip them with the advanced skills, confidence, and strategies they need to deliver exceptional service experiences.
Designed for Live Online Training – Highly Interactive & Engaging!
Done right, online training doesn’t just match in-person learning — it can outperform it. That’s why the Reception Customer Service PRO course has been specifically built for live virtual delivery.
We use a proven blend of real-time discussions, group activities, and expert-led role plays to keep participants energised, engaged, and actively learning throughout every session.
This format eliminates the typical pain points of online training — no boring lectures, no multitasking, no zoning out. Just focused, high-impact learning your team can use straight away.
- Join from anywhere — no travel costs or logistics
- Stay sharp with spaced learning that fits around operations
- Built for interaction — not passive watching
- Immediate feedback and real-world application
Prefer to train your team in person? We also offer onsite delivery for businesses wanting a fully customised experience. Talk to us about your goals and we’ll help you choose the best fit.
Still weighing it up? See what participants say about our online customer service training.
Prefer in-person delivery?
This course can also be delivered onsite as a one-day (8-hour) private face-to-face workshop. Perfect for teams who benefit from a full-day immersive learning experience. See private training options below for details (minimum numbers apply).
Course Modules
Your frontline staff are often the first and most frequent point of contact with your customers — and the impression they leave matters. This course is designed to elevate how they communicate, solve problems, and represent your business with professionalism and confidence.
Employees will be guided through real-world strategies to engage more purposefully, manage conversations with clarity, and handle even the trickiest interactions with calm and control.
The Reception Customer Service PRO course is delivered over three 3-hour live online sessions (or a single full-day onsite workshop), offering a structured learning experience with time to absorb, apply, and embed each new skill.
With expert-led discussions, practical role plays, and personalised feedback, each module builds on the last to ensure your team walks away with measurable improvements and renewed confidence.
All participants receive a Certificate of Achievement — and more importantly, the capability to transform everyday interactions into consistently positive customer experiences.
Session 1 (3 hours): The Psychology of Service & Impactful First Impressions
This session explores what drives great customer experiences and how your team can represent your brand with confidence from the very first interaction.
We’ll unpack the core psychology behind customer expectations and teach employees how to use voice, body language, and presence to make every first impression count — in person or on the phone.
With engaging activities and reception-specific simulations, your team will develop the mindset and techniques to connect authentically and manage expectations from the outset.
Session 1 (3-Hours)
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 helps participants understand how first impressions are shaped by body language and vocal delivery.
Employees will learn how to use dynamic vocal techniques and essential body language skills for stronger face-to-face and phone communication.
3. How to Engage
Your employees will learn how to create a strong first impression with warmth, intent, and clear management of customer expectations.
A range of reception service simulations will be run for both group demonstration and individual practice to better engage customers in person or on the phone.
Session 2 (3 hours): Discovering Needs, Informing with Confidence & Closing Strong
This session helps employees take control of service conversations with clarity, structure, and purpose — from start to finish.
Participants will learn advanced questioning techniques, how to clearly educate customers without confusing them, and the skills to wrap up any enquiry smoothly and professionally.
It’s about empowering staff to communicate with confidence, reduce unnecessary handoffs, and create a seamless customer experience — even when handling complex or unfamiliar requests.
Session 2 (3 Hours)
4. How to Discover Customer Needs
We’ll teach employees the three critical discovery techniques (as used by the FBI) to explore and confirm customer details and needs.
They will learn how to efficiently resolve enquiries or refer customers to the right person within the organisation.
5. How to Educate & Inform
Participants will learn how to proactively educate customers about products, services, and processes to maximise first-contact resolution.
Key skills covered include clarity, pacing, pausing, and checking for understanding to ensure customers know the next steps in their enquiry.
6. How to Close
Employees will learn how to properly close any type of customer interaction to avoid awkward or clunky finishes.
They will also master the best techniques for facilitating warm or direct call transfers while avoiding negative customer experiences.
Session 3 (3 hours): Handling Difficult Situations, Writing with Impact & Reinforcing Skills
This final session tackles some of the most challenging parts of reception work — from managing emotions to writing clearly and professionally.
Your team will gain a simple, proven method for defusing difficult situations, then learn how to write emails and chat replies that are clear, calm, and aligned with your brand.
The session finishes with targeted role plays and feedback to ensure your employees leave confident, capable, and ready to apply everything they’ve learned back on the job.
Session 3 (3 Hours)
7. Dealing with Difficult Customers
This module explores the science behind emotions and how they impact customer behaviour.
Employees will learn a powerful two-step method for handling challenging customer situations, including body language and vocal techniques to diffuse tension in face-to-face interactions.
8. Bringing it All Together!
Your employees will have the chance to extensively practice all of their newly learned reception skills through role-playing exercises.
This will help build their confidence and ensure they are ready to apply their skills immediately upon returning to work.
9. Email & Online Chat Best Practices
This module covers simple yet powerful guidelines for writing clear, concise, and engaging emails and chat responses.
Employees will learn how to trigger positive emotional responses and create better enquiry outcomes in written communication.
What Your Team Will Walk Away With:
Compare Reception Customer Service Course Options
You're currently viewing the Reception Customer Service PRO course – our most comprehensive and advanced option.
Need something simpler or shorter? The Foundations and Essentials courses offer faster pathways to build confidence and key reception skills with less time out of the business.
Not quite the right fit? We also offer customer service training for frontline teams, phone-based staff, tech support, and inbound sales roles. Explore other training categories →
About Your Trainer
The Reception Customer Service PRO training course is designed and facilitated by Simon Blair , one of Australia’s most experienced and respected Customer Service Trainers.
Simon brings decades of frontline experience and coaching expertise to every PRO session — combining deep industry knowledge with an energetic, practical delivery style that ensures participants stay engaged and walk away with lasting skills.
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’.
Recent Testimonials from Our Reception Training Courses
What makes CX Skills training stand out is the quality of our trainers — real industry experts who bring practical experience to every session.
From Reception Essentials to Foundations and PRO, our reception-focused courses consistently earn praise for their engaging delivery, real-world relevance, and lasting impact. Here's a sample of what recent participants had to say:
Interactive & Enjoyable!
Simon’s training was a great learning experience. His interactive teaching style made the class truely enjoyable.
Just What I Needed!
This course just what I needed. It was clear on its content and easy to follow. Thank you Simon for making it engaging and practical.
Great course - Informative and Enjoyable!
Thank you Simon for a great course. I not only learnt information about the psychological ways and behaviors of customers via phone/in person but also some dating tips too! We got to do role play of scenarios to understand and practice what it’s like to handle customers in various ways which was a great way for us to interact and be a part of the course. Very informative and especially enjoyed understanding the science behind our brain and how we process our emotions and logical side. e.g. amygdala part of the brain.
Great course! Great Trainer
I recently completed a 3-part training course with Simon (Reception PRO). It was incredibly helpful and practical, significantly enhancing my communication and writing skills. I highly recommend this course to anyone looking to improve their communication abilities.
Highly Recommended!
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!
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Public vs Private Reception Customer Service PRO Training Options
The Reception Customer Service PRO course is available in both public and private delivery formats — giving you the flexibility to choose the right fit for your team, your goals, and your schedule.
Our public sessions are perfect for individuals or small teams who want to learn alongside others in a structured, energetic environment. It’s a cost-effective way to build advanced reception skills — and gain exposure to new perspectives and industries.
Prefer something more tailored? A private training option allows you to customise the course to your organisation’s exact needs. We’ll work with you to align the content with your team’s roles, customer types, internal policies, and service standards.
Private delivery is ideal for teams with sensitive or industry-specific challenges — from medical receptionists navigating patient confidentiality, to corporate front-of-house staff aiming to reflect brand image with polish and consistency.
You choose the dates, the format (live online or onsite), and we’ll handle the rest. Want to explore what’s possible? Let’s chat — we’ll help you find the best-fit training to elevate your team’s reception service capability.
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from others in various industries. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $548 per person ex GST | More Cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum - book a single employee or the whole team! | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
or 1-Day Onsite Workshop
Pricing and Payment Options
Facilitated by Simon Blair, the Reception Customer Service PRO course is $548 per person (ex GST) for nine hours of expert-led training, delivered across three interactive online sessions — or as a one-day onsite workshop.
You can book a single ticket for yourself or a team member — or register multiple employees in one go.
Choose your preferred public session dates below, then follow the prompts to complete your booking.
💳 Credit card and invoice payments are both accepted.
Secure your spot now — choose a date that fits and you're good to go! 🎯
Purchase a Ticket to a Public Reception Customer Service PRO Course
All upcoming public course dates are listed below. Simply click on your preferred session to purchase tickets instantly.
💳 Secure checkout is available via credit card, or you can request an invoice during the booking process.
You can book a single ticket for yourself or a team member — or register multiple employees in one go.
Have questions about this course?
Want to train your whole team or explore a customised training solution?
Speak with us directly on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne, Australia) or send us a message.
New public course dates are published on a regular basis!
September 2025 Reception Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTPerfect for receptionists and front-desk professionals, the September 2025 Customer Service Reception PRO course builds premium service skills to boost confidence, handle challenges, and elevate every customer interaction.
October 2025 Reception Customer Service PRO
Online via Zoom Price: $548.00 AUD ex GSTPerfect for receptionists and front-desk professionals, the October2025 Customer Service Reception PRO course builds premium service skills to boost confidence, handle challenges, and elevate every customer interaction.
🚀 Save on Training & Improve Customer Interactions with ACXPA
The Australian Customer Experience Professionals Association (ACXPA) helps businesses across all industries deliver better customer experiences, improve service quality, and develop high-performing teams.
As an ACXPA member, you'll get 25% off all CX Skills courses, plus access to industry benchmarks, expert insights, best-practice resources, and a network of professionals to help you enhance your customer service capabilities.
📢 Annual Membership starts from just $35 per employee – saving you money on training while providing ongoing professional development.
🚀 Learn How ACXPA Helps Your Business >