5 Perfect Front Desk Scripts for Training Your Team
Last Updated on 21 August, 2025
Whether it’s a first-time visitor calling to ask about yoga classes or a long-time client checking in for their weekly massage, the front desk is where your brand comes to life.
It’s also where things can easily go sideways: missed bookings, awkward conversations, or inconsistent messaging can leave a lasting impression. That’s where front desk scripts can come in handy.
Clear, friendly, and adaptable front desk scripts help your staff handle common situations with confidence. They build consistent, professional customer service skills across your team and reduce hesitation and errors.
Even if you’re business is still small — say, just you and a couple contractors — don’t assume that a front desk script doesn’t matter. Thoughtfully planned communication can be even more important in the early growth stages of a small business, and every word to every potential client matters.
Below, we share 5 practical front desk scripts that business of any size can use — from one-person studios to booming franchises. Plus, we’ve got front desk staff training tips to help your team use them effectively.
Why Front Desk Scripts Matter
Your front desk staff are often the first and last people clients interact with. That means they directly influence customer retention, reviews, referrals, and revenue.
Here’s what strong front desk communication can do:
- Improve client first impressions. Research in the journal Psychological Science suggests that first impressions form within mere seconds, and don’t typically change much with ongoing engagement. The means those front desk interactions may be absolutely critical.
- Create consistency. Scripts give every team member a shared baseline for professional communication.
- Reduce mistakes. When your team knows what to say (and how to say it), they’re less likely to fumble key information or forget follow-ups.
1. The Warm Welcome
Scenario: A new or returning client walks in.
Goal: Make them feel seen, valued, and at ease.
Sample script:
“Hi [Client Name], welcome to [Studio Name]! We’re so glad to see you today. Are you here for [Class/Appointment]?”
Receptionist training tips:
- Make eye contact and smile before speaking.
- Use the client’s name if possible (your CRM can help with this).
- Avoid rushed greetings—your energy sets the tone.
2. Handling Phone Inquiries
Scenario: Someone calls to ask about your services, pricing, or how to book.
Goal: Provide clear information and guide them toward action.
Sample script:
“Thanks for calling [Studio Name], this is [Your Name]. How can I help you today?”
If they ask about pricing or availability:
“We’d love to help you find the right class. You can also check our live schedule and book directly through our app or website!”
Receptionist training tips:
- Answer within 3 rings if possible.
- Keep a printout of current packages and schedules by the phone.
- For tough questions (like billing or policy exceptions), let them know you’ll find the right person and follow up quickly.
3. Dealing With Complaints Calmly
Scenario: A client is upset—maybe about a billing issue, cancelled class, or missed appointment.
Goal: Defuse tension, take ownership, and offer a solution.
Sample script:
“I’m really sorry that happened. Let’s see how we can fix this for you right now.”
Receptionist training tips:
- Start with empathy. Don’t get defensive.
- Don’t guess. If you’re unsure, pause and get the correct information.
- Avoid saying things like “That’s not my job” or “You’ll have to call back later.”
Pro move: Give staff a flowchart or cheat sheet on what to do in common complaint scenarios, including when to escalate.
4. Promoting an Upgrade or Offer
Scenario: A regular client is checking in and might benefit from a new offer or package.
Goal: Boost revenue through helpful upselling.
Sample script:
“Hey [Client Name], quick heads-up—we’re offering a free class when you upgrade to the unlimited package this month. Want me to check if that’d save you money based on how often you come in?”
Receptionist training tips:
- Focus on the benefit, not the sale.
- Personalize your approach. Don’t offer something they clearly don’t need.
- Track past attendance and package use so your suggestions are relevant.
5. Rebooking or Confirming the Next Visit
Scenario: A client finishes their session and is heading out.
Goal: Encourage consistency and reduce no-shows.
Sample script:
“Would you like me to reserve your spot for next week’s class while you’re here?”
Receptionist training tips:
- Check their attendance history and booking habits.
- Use your booking software to make it quick and seamless.
- Mention popular timeslots so they don’t miss out.
Advanced Front Desk Training Tips for Your Team
Good customer service may seem like common sense, but there’s no reason to leave it to chance. Straightforward training helps ensure your clients get the best service with every single visit. Here’s how:
- Practice with role play. Try weekly 10-minute huddles where staff practice a script with each other. Have fun, and encourage people playing “the client” to give challenging responses.
- Print and post scripts. Keep them near the phone, behind the desk, or in your staff portal.
- Make it your own. Encourage team members to personalize the language once they’re comfortable—but always within your brand guidelines.
- Use software like WellnessLiving to stay sharp. Your front desk staff should know how to access client notes, check availability, apply discounts, and rebook—all with a few clicks.
Related Post: How WellnessLiving Makes Staff Management a Breeze
How WellnessLiving Helps With Front Desk Management
Effective front desk staff training makes a big difference—but the right tools make it easier to stay consistent.
WellnessLiving gives your front desk staff everything they need to deliver great service, even on the busiest days. With our all-in-one platform, your team can:
- Quickly access client profiles with visit history, membership status, and custom notes—so every greeting feels personal.
- Use automated booking and rebooking tools to reduce no-shows and encourage repeat visits.
- Manage scheduling and payroll with the Elevate Staff App, so part-time or rotating team members always stay up to date.
- Track performance and feedback with built-in reports to support training and recognize great service.
Whether you’re running a small studio or managing multiple locations, WellnessLiving helps your front desk run smoothly and gives your clients a reason to keep coming back. Get a free demo and learn how WellnessLiving can support your growth.
Frequently Asked Questions About Front Desk Scripts and Staff Training
Start with the basics: how to greet clients, use your booking software, and handle common situations like no-shows or phone inquiries. Use simple scripts as a starting point, then let them shadow a more experienced team member. Roleplay helps build confidence fast—especially when you’re short on time.
Yes. Whenever you change your pricing, schedule, software, or policies, give your scripts a quick review. Even small changes (like a new promo or app feature) can throw staff off if they don’t know how to talk about it with clients.
Absolutely. Scripts aren’t just for big businesses—they’re a way to keep service consistent, even with a tiny team. Whether you’ve got rotating part-timers or just one front desk person, having go-to language saves time and avoids confusion.
