Overview
Course duration: 1 day.
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.
Is it right for me?
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.
What will I learn?
By the end of this course you will be able to:
- Build good customer relations and project your organisation in a professional manner.
- Communicate well - both internally and externally.
- Develop effective listening skills.
- Take appropriate action when faced with difficult callers and awkward customers, or when handling complaints.
- Manage the reception area.
- Provide the highest level of internal customer service when taking and relaying messages.
Pre-course Activity
To gain maximum benefit, please bring with you examples of good and bad service you have received.
What will it cover?
Providing Excellent Customer Service
- Your role in representing your company or 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
- Dealing with conflict
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
Planning and Organising Your Time
- Understanding the principles of prioritisation, planning and organisation
- Being well organised - getting the best from your systems and procedures
- Formulating an action plan
Trainer Profile
Alison Cowper
You are a key person. Your organisation will be judged by the way you treat visitors face-to-face or on the phone.
We all have experience of good and poor service by receptionists. During this workshop you will experience what it is like to be 'on the other side' and what a difference good treatment makes to the way you feel. I will help you provide excellent customer service and perfect your communication skills, even when your callers and visitors are not easy.
I'm positive you will return to work and provide the best service you can as a receptionist.
The Faculty
Along with Teresa Benzinski, Jean Sutcliffe and Jan White, Alison Cowper is part of the dedicated faculty team who will deliver this course.
View our trainers' profiles.
Recent delegates said:
“Fantastic course - can't wait to get back to work and implement what I've learnt!”
Testimonial
Natalie Young, Receptionist
The Actuarial Profession
I found this course really enjoyable, and the trainer friendly and interesting. I learnt some great things from the body language exercise and some really good tips on questioning techniques, both on the phone and in person.