Is this front desk training available online?

Yes. The Front Desk Playbook is a fully online, self-paced program. Twice-monthly live group Q&A sessions with Laurie Brown are included and held via video call.

What do participants receive when they complete the course?

Each participant receives a comprehensive workbook, exercises for every module, downloadable checklists and tip sheets, quizzes and knowledge checks, access to twice-monthly live sessions with Laurie Brown, and a Certificate of Completion.

Customer Experience Workshops

In Person & Virtual

Front Desk Customer Service Training

A self-paced online course for receptionists and front desk

smiling woman wearing phone headset for customer service at front desk reception

Your front desk team has more customer contact than anyone else in your organization — yet most front desk and reception staff have never received structured training for it. Every complaint, every awkward interaction, every client who quietly stops coming back starts at the front desk.

The Front Desk Playbook is a self-paced online training program designed specifically for receptionists, front desk coordinators, and patient service representatives. Your team learns on their own schedule — and you don't have to teach it.What if your Front Desk could handle anything, calmly, professionally, every single time?

The Front Desk Playbook is the training solution you've been looking for.

The Front Desk Playbook is a self-paced online training program developed by Laurie Brown, a communication trainer with 30+ years of experience, designed specifically for receptionists, front desk coordinators, and patient service representatives. Your team learns on their own schedule — and you don't have to teach it.

The Front Desk Playbook is the training solution you've been looking for.

Unlike generic online courses, the Front Desk Playbook is built exclusively for front desk professionals — and includes twice-monthly live Q&A directly with Laurie Brown, not a chatbot or support ticket.

Contact Laurie now at (248) 761-7510 for Customer Service and Communication Training for Front Desk Professionals.

12 self-paced modules — complete on any device, at any time
Twice-monthly live Q&A sessions with Laurie Brown, included
Certificate of completion upon finishing all modules
$349 per person — group pricing available

Who This Is For

This program is ideal for:
— Receptionists and front desk staff in any industry
— Medical and dental office coordinators and patient intake staff
— Legal and professional services reception teams
— Customer-facing administrative professionals
— Managers who want consistent, documented training for their front desk team

What Your Team Will Master

Each of the 12 modules builds a core skill for front desk excellence — from making strong first impressions and managing phone calls professionally, to handling difficult customers with confidence and managing competing demands without dropping the ball.

1

Welcome

Setting the Foundation for Excellence
2

Impressions

Making Every First Interaction Count
3

Communication

Clear, Professional, and Effective Every Time
4

Style

Understanding Communication Styles
5

Listening

The Most Important Skill
6

In-Person

Mastering Face-to-Face Interactions
7

Phone

Sounding Professional
8

Email

Written Communication Made Easy
9

Difficult People

Handling Customers Effectively
10

Empathy

Connecting with Customers
11

Workflow

Managing Multiple Demands
12

Review

Bringing it All Together

Every Participant Also Receives:

Comprehensive workbook
Exercises for every module
Downloadable checklists & tip sheets
Quizzes & knowledge checks per module
Twice-monthly live group sessions with Laurie
Certificate of Completion

FAQ section

How long does the course take to complete?
Most participants complete the 12 modules over 4–6 weeks, but there is no deadline — your team works at their own pace.

Is this course available virtually or in person?
The Front Desk Playbook is a fully online, self-paced program. Twice-monthly live group sessions with Laurie are included and held via video call.

Can I enroll my whole team at once?
Yes. Group pricing is available — contact Laurie at (248) 761-7510 for a quote.

What industries is this training suited for?
The course is designed to apply across industries, including healthcare, law, real estate, financial services, and any organization with a customer-facing front desk or reception function.

Why is This Important?

"Research consistently shows that front desk customer service has a direct impact on customer retention — yet most front desk staff have never received structured training for it."

Looking for a live, instructor-led option? See our Customer Service Excellence workshop."

$349 Per Person

Group pricing available

Contact Laurie now at (248) 761-7510 for
Front Desk Customer Service Training.

"I always thought my job as a receptionist wasn't that important, but when I started the Front Desk Plaubook, it was interesting to learn just how important the job is. We are the first person that people see and talk to. The expression on our face and the tone of our voice means everything."

—Tammy V
Thrivemore

"I found the modules informative and helpful. I appreciated the bite-sized content in each module, and the topics prompted meaningful reflection on my skills and their application in my current role. I enjoyed all the modules. Thank you!!!"

—Stacey C
HR Manager Children First

"Even as a veteran in this field, I found immense value in the content — full of strategies and activities, including checklists and tip sheets. Having earned my Certificate of Completion, I'm applying some newly learned skills and seeing immediate results! Highly recommend!"

—Theresa D
Healthcare Registration

"My employee said that she definitely learned some techniques, and especially how to talk with angry people". She stated she is more confident in herself, knowing that what she is doing is mostly correct.

She was very excited and really felt like it will help her in situations she doesn't know what to do."

—April W.
Executive Director Taylor Glen