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
Tailoring;
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.
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
Tailoring;
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.
