Reception to Perfection

Course Objective

An excellent Receptionist is a most valuable resource for any business.

Reception to Perfection deals with the essential skills necessary to represent the organisation to the best possible effect, providing new, existing and internal customers with a first class service.

 

Two Day Course Outline

  • Course objectives, group objectives
  • Why Reception is a crucial and pivotal role
  • What makes an excellent Receptionist?
  • As a customer, how do you like to be treated?
  • The importance of Customer Service - quiz
  • Moments of Truth - how we form impressions in an instant
  • Customer needs and expectations
  • What makes customers feel valued?
  • How people respond
  • The communication mix (words, voice, body language and facial expression) - face to face
  • The communication mix (words, voice, body language and facial expression) - over the telephone
  • Making a positive first impression
  • Questioning techniques
  • Listening skills for accuracy - quiz
  • Active listening
  • Taking and leaving messages
  • Different types of customers and situations
  • Difficult and demanding customers
  • Managing priorities
  • Staying calm under pressure
  • Confidence building strategies
  • Taking an assertive stance in difficult situations
  • Learning Action Plan

 

Who Will Benefit From This Course

Receptionists who are relatively new to the role, and more experienced staff who would welcome a refresher to consolidate, and confirm existing skills

 

Outcomes

  • Enhanced understanding of the vital role of the Receptionist
  • Improved communication skills
  • Increased ability to deal with different types of customers and situations
  • Efficient and effective information flow within the business
  • Additional confidence

 

© Candy Bowman 2013


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Federation of Small Businesses Member