Why Receptionist Skills training ?

You only have one chance to create a good first impression, making receptionists and telephonists vitally important (and often under-rated) members of your team.
We work with you to define your objectives, the areas we need to cover and the best method of training delivery for your particular circumstances.
The result ? Your customers will have a positive experience when dealing with your company, motivating them to favour you in the future.

Course Aims

To raise the awareness of customer service at the reception desk and assist delegates in providing exceptional customer care.

Who Should Attend?

All front line reception staff who directly come into contact with customers, both face-to-face or on the telephone.

Course Outline: Receptionist Skills

Importance of ‘first impressions’, viewed from the customer’s standpoint Giving customers the right impression Nature of communication Positive words, phrases and body language Active listening skills on the phone Factors of voice Portraying enthusiasm on the phone Factors of good and bad communication on the telephone Introduction to customer service Role of the Receptionist in the delivery of service ‘Moments of truth’ in customer service Examples of exceptional customer service Consequences of poor service Taking advantage of sales opportunities Coping with anger and complaining customers 3 steps to assertive behaviour to help turn customers around Tactics and tips to cope with complaints and objections Case studies to reinforce the learning A feature of the workshop is the use of a Knowledge/Skill Checklist - a list of the knowledge and skills being developed.   Delegates rate themselves at the start and finish of the course to establish the extent to which they have benefited.   This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.

Learning Outcomes

• Understand the importance of the Receptionist role in delivering excellence in customer care
• Have a common understanding of what exceptional customer care looks like, and gain tips and tactics to demonstrate this level of service
• Understand the importance, and use of, the telephone in delivering exceptional customer service

Delegate numbers

We prefer classes to be limited to a maximum of 10 delegates.

Private & In-House Training Courses for Receptionist Skills

We can also deliver private training courses at our training centres or 'in-house' on your premises, on dates to suit you and your staff.

Course content can either follow the standard outline, or be tailored to your requirements at no extra charge.

Although we will organise your training course for as many delegates as you wish, we recommend that any class does not exceed 12 delegates to ensure that learning objectives are met.

Prices
Prices vary according to the size of the class, but can be as low as £87 per delegate.   See below for more details
            At your offices – from £549.
            At our centres  – from £599.

Quick Price Calculator

	Total price per day
No. of Delegates	1	2	3	4	5	6	More
Training At an Activia centre	£599	£654	£709	£764	£819	£874	+ £55 each
- Cost per delegate	£599	£327	£236	£191	£164	£146	£100 for 12
Training At your office	£549	£594	£639	£684	£729	£774	+ £45 each
- Cost per delegate	£549	£297	£213	£171	£146	£129	£87 for 12

Please note : all prices exclude VAT