Reception Customer Service Foundations Course
$428 AUD ex GST per person (Discounts Available) teaching customer service skills for in-person/face-to-face, phone and email interactions.
Give Your Reception Team the Skills to Shine – With Confidence, Professionalism & Control
The Reception Customer Service Foundations course is designed to help your frontline team master the key skills needed to deliver consistently outstanding service – whether they’re greeting visitors, answering phones, or responding to emails.
This course is ideal for staff who are the first point of contact with your customers: receptionists, admin teams, medical and dental staff, front-desk professionals, and anyone in a customer-facing role.
Across two live, interactive sessions, your employees will learn how to:
- Make powerful first impressions that build trust and loyalty
- Communicate clearly and empathetically across phone, face-to-face, and email channels
- Handle difficult customer situations with confidence and control
- Maintain professionalism while increasing efficiency
This isn’t basic or boring customer service theory – it’s hands-on, practical training grounded in 30+ years of coaching, observation, and industry data. Endorsed by the Australian Customer Experience Professionals Association (ACXPA), this course gives your team the tools to thrive in real-world customer interactions.
If you’re ready to level up the confidence and capability of your frontline team, this course delivers the structure, support, and skill-building they need to perform at their best.
Why Choose This Course?
This Reception Customer Service Foundations course has been expertly designed to equip your frontline team with the essential skills and confidence needed to deliver outstanding customer service in any customer-facing environment.
Here’s why this course is the perfect choice for your team:
Who Should Attend?
This course is ideal for employees in any industry who serve as the first point of contact for customers, providing them with the confidence and skills to create exceptional service experiences.
Whether they interact with customers in person, over the phone, or via email, this training will ensure they can engage professionally, handle difficult situations, and leave a lasting positive impression.
This course is ideal for:
New employees who need to develop strong customer service skills from the start.
Existing team members who need a refresh or confidence boost.
Staff who’ve never had formal customer service training.
Typical roles that will benefit from this course include:
Medical Receptionists: Doctor’s clinics, imaging centres, hospitals, and allied health practices.
Veterinary & Dental Receptionists: Handling both customers and patients.
Healthcare Admin Staff: Physiotherapists, chiropractors, myotherapists, dietitians, etc.
Office & Admin Professionals: Managing front desk enquiries or visitor traffic.
Personal Assistants & Executive Support: Front-line representatives of senior leaders.
Warehouse & Logistics Staff: Handling customer walk-ins and service interactions.
If your team interacts with customers, this course will help them excel!
Designed for Live Online Training – Highly Interactive & Engaging!
We get it – online training doesn’t always have the best reputation. But when it’s done right, it can be just as impactful as in-person sessions – sometimes even more!
The Reception Customer Service Foundations course has been purpose-built for virtual delivery, using proven strategies to keep participants engaged, interacting, and building real skills from start to finish.
Unlike passive webinars, this course is hands-on and highly practical, with:
- Live demonstrations and expert feedback
- Group activities and breakout discussions
- Practical role-plays that embed skills fast
Led by Simon Blair, one of Australia’s top-rated customer service trainers, the session is energetic, interactive, and focused on delivering real-world outcomes – even through a screen.
Delivered over 2 x 3-hour sessions, it’s the perfect balance – long enough to build skill and confidence, short enough to maintain energy and focus.
Because it’s online, your team can join from anywhere – no travel costs, no scheduling headaches, just streamlined, effective training.
Prefer onsite delivery for your team? We also offer private training options for larger groups. Contact us to discuss availability and pricing.
Still unsure about online? See what past participants say about our online courses!
What your employees will learn:
Your frontline team plays a crucial role in shaping customer perceptions and experiences. This course is designed to equip them with practical, real-world skills that will elevate their confidence, professionalism, and ability to handle any customer interaction effectively.
Through a mix of engaging discussions, hands-on role-playing, and real-life scenarios, employees will learn techniques that will immediately improve their interactions with customers—whether it’s handling an inquiry, managing expectations, or defusing a difficult situation.
The training is structured into two focused and interactive sessions, each building on the last to ensure long-term skill development and application.
6 hours of training delivered over 2 x 3-hour Sessions
The public version of the Customer Service Reception Foundations training course is a six-hour training course spaced out over 2 x 3-hour sessions to minimise the impact on your operations and enable employees time to learn and apply their new skills in between each session.
Session 1 (3 hours): The Art of First Impressions & Customer Engagement
This session focuses on the foundational skills required to provide exceptional service from the moment a customer makes contact.
Whether over the phone, in person, or via email, employees will learn how to create positive and professional interactions that build trust and credibility.
1. Customer Service Psychology and Standards
A short exploration of what customers want and need when they engage with your business, based on decades of research.
Includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Phone Customer Service 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 an improved customer focus through strong ownership, intent and the management of customer expectations to build trust and confidence.
3. How to Discover
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 in an efficient manner either in person or over the phone.
4. How to Educate
Participants learn how to proactively educate customers through consistent checks of understanding, comfort and suitability with key information provided..
Session 2 (3 hours): Handling Challenges & Maintaining Professionalism
Difficult customer situations are inevitable – but with the right skills, your employees can turn a negative experience into a positive one while maintaining control and professionalism.
This session provides employees with the tools to manage challenging interactions effectively and communicate with confidence and authority.
5. Closing Conversations with Impact
Your employees will learn how to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
6. 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.
7. Handling the Most Difficult Customers
Exploration of the use of Empathy and various vocal techniques to acknowledge and diffuse heightened customer emotions and how to respond to more difficult customer types and behaviours.
8. Email Structure and Writing Style
Critical tips, techniques and written examples of how to structure and write effective email responses to both standard enquiries and complaints/concerns to both engage readers and communicate information in a clear and concise manner.
Compare Reception Customer Service Course Options
You're currently viewing the Reception Customer Service Foundations course – a great option for building confidence and refining key skills.
If you're looking for a shorter introduction or want to explore our most advanced and comprehensive option, our Essentials and PRO courses offer different levels of depth and focus. Here's a quick comparison to help you choose the best fit for your team.
Want to Dive Deeper into a Specific Skill Area?
While the Reception Customer Service courses offer a well-rounded foundation, you might also want to explore more intensive training for a single channel or challenge.
These targeted courses focus exclusively on face-to-face service, phone interactions, or managing difficult customers—perfect for deeper development or follow-up training.
Frontline Customer Service Training
Focused exclusively on face-to-face customer service for retail, hospitality, events, and other in-person roles.
Learn More >Phone Customer Service Training
For staff who primarily work on the phone, this course hones call handling, empathy, and clarity techniques.
Learn More >Managing Difficult Customers
Specialised training focused solely on handling challenging customers with confidence and professionalism.
Learn More >Private Training Options – Tailored for Your Business
The Reception Customer Service Foundations course has been developed based on decades of experience to cater to most reception and administrative roles. They provide the essential skills and knowledge needed for handling customer interactions professionally and effectively.
However, we also understand that some businesses prefer a private training environment—not just for content customisation, but also to ensure a confidential and focused setting for their team.
For example, medical reception teams may prefer private training to discuss patient interactions and specific workplace scenarios without external participants. A private course allows for more open discussions, tailored scenarios, and a training environment that aligns exactly with your organisational culture and goals.
✔ Choose dates and times that fit your schedule.
✔ Keep training exclusive to your team for confidentiality and more targeted discussions.
✔ Customise the content to focus on your unique customer service challenges.
✔ Train your entire team together for maximum impact.
📩 Contact us today to discuss pricing and availability for private training.
Compare Public versus Private Course Benefits
| 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 | $428 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.
Contact Us >Why Businesses Trust CX Skills
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Fantastic, Informative and Fun!
Even though the business I am a part of really isn’t large enough to be a “contact centre” this course has given me some fantastic insight into how I can help extract some working data around customer service that will give insight into best practices moving forward as we expand.
Justin was fantastic – everything was explained so well and even I could keep up!! He was enthusiastic and it was informative and fun!!
Response from CX Skills
Thanks Christie, thrilled to hear you enjoyed the course and glad you could keep up as Justin gets very passionate about all things contact centres!
The Training Really Works!
I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.
I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.
After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.
Response from CX Skills
Nothing we like the sound of better than hearing that you’re applying the skills we taught and that its making a difference for you and your customers. Thanks for the lovely review Eunbhi!
Enhance Your Customer Service with CX Skills
The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.
It’s been a valuable experience that has already changed our mindset on the way we approach customer service.
Highly recommended!
Response from CX Skills
Thanks Brooke – thriled to hear the training hit the mark and that the team have already started to change the mindset – thanks for trusting us with your training and we look forward to hearing about the continued success!
Tailor-made Training!
I really enjoyed the energy Simon brought to the class. At the start he gave us the opportunity to express what we felt we needed refining in our service skills then proceeded to tailor our sessions to meet those needs.
It was engaging and eye-opening experience and there were a lot of “ah huh” moments for me.
Simon created a very comfortable learning space to be able to open up, express my experiences and guide me through situations without fear of judgement that I handled it wrong.
I enjoyed practicing the techniques we were taught and the challenges he set for us.
A great overall experience!
Response from CX Skills
Thanks Rachel, loved hearing about the ‘ah huh’ moments and thrilled to hear you enjoyed the training!
Great Customer Experience Training
A great short course with easy to understand examples and real-world scenarios. Simon was an enthusiastic and helpful trainer.
Response from CX Skills
Thanks Helena, appreciate you taking the time to leave a review 🙏
Customer Service at its Best!
Loved the real life situations, role plays, easy to understand and great examples to use in a real life situations.
This will also help with home life situations which I loved!
Response from CX Skills
Thanks Jackie, glad you love the course!
Very Engaging!
Great insight provided by Nant into how to identify issues in our personal and work life and then mechanisms/tips we can put in place to become more resilient.
Response from CX Skills
Thanks Bre, glad to hear you and the team enjoyed the course – thanks for your assistance in coordinating the team!
Informative and Insightful
I wasn’t sure what to expect but I was engaged for the entire session! Nant is a good deliverer of content and engaging in that she prompted you to answer honestly.
The content was easy to follow and actually motivated me to take the small steps needed for changing to achievable goals and mindset.
Response from CX Skills
Loved to here this Anderi, Nant does have a great way of breaking things into small achievable changes that can make a massive difference. Thanks for taking the time to leave a review!
Amazing Course & Trainer!
The course was amazing, Nant made hard concepts so easy to understand by the way she worded things. She is a very intelligent person! Her knowledge of the human mind and how humans behave in a social setting was on point.
Response from CX Skills
Thanks Nina, we agree – Nant is like a walking encyclodedia of all things health and wellness but not in a nerdy way! Glad you enjoyed the course 🙂
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Reception Customer Service Foundations Course Delivery & Pricing
We understand that training needs to be accessible, flexible, and effective for both businesses and employees.
That’s why our live, facilitated online training is designed to deliver maximum impact while minimising disruption to your operations.
With two short, engaging sessions, participants can immediately apply what they’ve learned, ensuring a stronger return on investment.
Our pricing structure is designed to provide great value, with discounts available for group bookings and exclusive savings for ACXPA members.
🎓 6 Hours of Live, Facilitated Online Training (2 x 3-hour sessions)
💳 $428 AUD per person (ex GST)
📅 Public Course Dates Available (see below)
✅ Volume Discounts – Save 15% when booking 3 or more staff in one transaction.
🎟 ACXPA Members Save 25%! ACXPA membership also includes 15 self-paced training courses and more. Learn More >
Register Now for a Public Course
Invest in training that transforms customer interactions and enhances your business reputation.
Whether you need to train one employee or multiple team members, our flexible booking options allow you to purchase a single ticket or multiple spots for your staff.
🔹 Select your preferred date below to book a public training session instantly with a credit card or request an invoice option at checkout.
New public course dates are published on a regular basis!
April 2025 Reception Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe April 2025 Reception Customer Service Foundations course teaches premium customer service skills specifically for front desk/reception roles.
May 2025 Reception Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe May 2025 Reception Customer Service Foundations course teaches premium customer service skills specifically for front desk/reception roles.
July 2025 Reception Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe July 2025 Reception Customer Service Foundations course teaches premium customer service skills specifically for front desk/reception roles.
🚀 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 >