Reception Skills

A One-Day Tutor-Led Training Course

Receptionists and telephonists are key members of the team in any organisation. Their role is crucial because they are usually the first point of contact and they create the first impression. They can influence whether or not callers favour your company and whether or not they will return. This course deals with the essential communication skills required for this job, ensuring that your clients will receive a professional and courteous impression of your organisation.

What you will learn:

• The receptionists role, receiving visitors, presenting the right image
• Customer care
• Communication
• Dealing with difficult people and handling complaints
• Telephone behaviour and assertive, aggressive and passive behaviours
• Listening skills
• Using the telephone

Course Content:

• The receptionists role: Your importance in the organisation, representing the company, putting people in touch
• Receiving visitors: The welcome greeting, managing reception; providing a service for internal and external customers alike
• Presenting the right image: We look at the two aspects of image: appearance and behaviour, how to gain confidence
• Customer care: The first impression is vital, so is the final impression and so is the part in between.
• Communication: Good communication depends on effective expression and comprehension. It can easily go wrong but there are principles to apply to make sure it does not
• Dealing with difficult people: There will always be difficult people but there are ways of dealing with them
• Handling complaints: Some complaints are justified, some are not but they all need to be dealt with sensitively. We look at the techniques which will help to handle complaints and also handle hostility
• Telephone behaviour: Professional standards of behaviour to aim for
• Assertive, aggressive and passive behaviours: Understanding the different types of behaviour, verbal and non-verbal
• Listening skills: Effective listening is an essential part of good communication and, with the aid of a practical exercise, we will learn why
• Using the telephone: In this section, delegates study different situations which can face us when we use the telephone

Target Audience:

This course will benefit staff who have a front desk position or anybody who answers the telephone.

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