Back to Search Results

Training Course Summary:

Organisations are often judged by the first impression they make. The receptionist represents the initial point of contact with the outside world, and as such is in a powerful position to enhance the way the company is perceived.

This interactive course will enable receptionists to develop professional telephone and communication skills within a supportive and encouraging environment. By reviewing examples of good and bad practice, the course will reinforce the importance of their public relations role, highlight their influence and effect on customers and raise their awareness of the key interpersonal skills essential for their success.

By the end of this course you will be able to:

Add value to customer relations and project your organisation in a professional manner.
Utilise a variety of skills and techniques which will enhance your interpersonal communications, both internally and externally.
Develop effective listening skills.
Understand how to take appropriate professional action when faced with difficult callers and 'awkward customers', or when handling enquires and complaints.
Appreciate your responsibility for enhancing customer relations and maintaining the 'quality' perception of your organisation.
Manage the reception area to maximum effect and provide the highest level of internal customer service when taking and relaying messages.
Project a professional image and approach at all times.

Who Should Attend:

Suitable for receptionists, front line staff and administrators who are required to be confident and professional in their approach to visitors and callers, whilst keeping an organised and well maintained reception area.

Training Course Overview/Content:

Providing Excellent Customer Service

Your role in representing your company/organisation
Defining your customers and your responsibilities to them
The importance of first impressions
Projecting a professional image - being well presented
Maintaining a positive attitude
Welcoming visitors in a professional manner - handling unwanted visitors
Professional Communication Skills

Effective listening skills
Successful questioning techniques
Professional etiquette and effective verbal communication
Powerful use of voice and language
Taking and recording messages accurately
Handling the Telephone and Caller

Your voice - what does it tell the caller about your company?
The importance of clarity and brevity
Receiving, placing and re-directing calls
Screening calls - handling unwanted calls
Dealing with difficult callers - remaining calm and professional
Getting the most from enquiries
Knowing your company’s business
Being prepared at all times
Using discretion
Interpersonal Skills in the Receptionist’s Role

Your self-image - how do others see you? Does this limit or enhance your performance?
Dealing with conflict and difficult situations
Planning and Organising Your Time

Understanding the principles of prioritisation, planning and organisation
Being well organised - getting the best from your systems and procedures