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Receptionist & Outstanding Customer Service

Course Overview - Full Day

Every customer interaction with a business leaves an impression on the customer. Creating an outstanding customer experience is essential in today’s business environment. After all, in today’s global market the customer has many choices.

This course introduces practical strategies and steps for sharpening professionalism and empowering frontline customer service staff to deliver exceptional customer service on the phone and face-to-face.

This course will benefit all customer service personnel, receptionists, and people whose job involves high levels of customer contact.

Course Structure
Frontline Professionalism

Understanding the impact of impressions and perceptions from your customer’s view. Why it’s vital to present a professional, business-friendly image consistently.

Frontline Responsibilities

Key insights into greeting and screening visitors and the reception environment. The importance of being pro-active and having a business-friendly mind-set.

Attitude is Important

Using a can-do attitude when dealing with internal and external customers. Empowering attendees to use initiative and be willing to accept responsibility.

Telephone Professionalism

Practical strategies for answering professionally and directing calls as needed. Multi-cultural sensitivity when dealing with callers for whom English is a second language.

Customer Focus

Steps for building rapport with customers whilst establishing their key needs. Using effective listening skills, being pro-active and the importance of following up if required.

De-escalation Guidelines

Remaining professional under pressure. Step-by-step process to calm and de-escalate a situation with an angry or abusive customer, face-to-face or on the phone.

Vocal Impact

Learn the power of positive wording and effective use of voice clarity. What to say, how to say it – tone, pace and pitch, voice improvement exercises.

2024 Course Dates for Auckland

2024 Dates: 31 January | 10 April | 08 August | 20 November


Standard Fee: $650 + GST
Early Bird Fee: $595 + GST

Early Bird Cut Off Dates

2024 Dates: 31 December | 10 March | 08 July | 20 October


A full day course, starting at 9.00am and concluding at 4.00pm.


Registered course attendees will be provided with full venue details.

Limited Numbers

Course numbers are limited to 10 participants. Please register early to avoid disappointment.


Highly experienced trainer, a comprehensive manual, ITS Certificate of Achievement, lunch and refreshments.

Training Outcomes

Course Feedback

The practice exercises were very helpful and the small class size made it more interactive with discussions providing even more information. Thank you for the great tips & information on how to deal with clients in a more professional manner.

Motor Vehicle Sector

The course teaches you a great deal of stuff that I had no clue about. It helps you realise new things and shows you how to be more professional.

Legal Assistant
Law Firm

Honestly, everything covered in this course was interesting and made me realise how important my role was. I wish that everyone knows about this training and what a difference it will make.

Electrical Sector

Marie was very approachable & easy to talk to. It is an awesome course. I will go back to work with new found confidence.

Office Administrator
Valuations Sector

An excellent course, I really enjoyed it! The tutor was well prepared, very helpful, listened to us and answered our questions. Very good group interaction. The course will be really helpful in my work.

Auckland Law Firm

This is an excellent course. Being able to discuss how principles being taught directly applied to our own work situation was a big help. Keep up the good work!

Course Enquiry

Have a question about this course or would like one of our team to contact you?