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Efficient Receptionist

Course Overview

Duration: 1 day On the phone or face-to-face, you are the first contact for existing and potential new customer and the connection between the customer and your colleagues within the business. Efficient, Polite and engaging you need to be able to deal with a wide variety of people and potentially difficult situations. This programme benefits all reception and ‘front of house’ teams


Prerequisites: This course has been written for New Receptionists/Front of house teams.

The role of the receptionist

Guardian of the reputation and success of the organisation

Characteristics of a good receptionist

First impressions – effect on the caller/visitor

Excellent customer service

Why is customer service so important?

What is good customer service?

What are the benefits?

Who are your customers?

Communication Skills

Can you hear a smile?

How we communicate – the effect of words, tone, voice.

Developing a questioning technique, prompting answers on which to base decisions

Why building a rapport with your customers is so important

Using body language appropriately

Effective listening skills

Effective questioning techniques

Managing, and exceeding, expectations

Dealing with difficult people

Being assertive

Learning to handle pressure

How to say ‘no’ – nicely!

Stay cool, calm and collected.

Maintaining security and professional service

Reception security issues

The importance of being observant

Managing visitor/caller records


This training can be tailored and delivered as a bespoke closed company course. The course can also be tailored as a refresher course for experienced candidates.