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Receptionist Training Courses From Activia

Professional Receptionist Skills

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A One-Day Training Course
Course Outline
About the Course
Prices
Dates and Venues
Delegate Feedback
More Information
Course Outline

This course is a one-day training course structured into 14 modules.

0
Module 1
Introduction and Course Overview
0
Module 2
Exercise: Getting to Know You
0
Module 3
The Role of the Receptionist
Topics covered
  • Customer Service Exercise
  • Bet You Didn’t Know That
  • 0
    Module 4
    Customer Service Principles
    Topics covered
  • Superior Receptionist Behaviours
  • What Do You See ?
  • First Impressions
  • Moments of Truth
  • Good vs Exceptional Customer Service
  • 0
    Module 5
    Communication
    Topics covered
  • Why Communication Goes Wrong
  • Getting Communications Across
  • Personal Communication Style Questionnaire
  • 0
    Module 6
    Questioning Techniques
    Topics covered
  • What Are Open Questions?
  • What are Closed Questions?
  • T.E.D. Technique for Open Questions
  • Funnelling Technique
  • 0
    Module 7
    Listening Skills
    Topics covered
  • Listening Skills Questionnaire
  • Listening Skills Tips/Techniques
  • 0
    Module 8
    Telephone Skills
    Topics covered
  • Telephone Skills Self Diagnostic
  • Inappropriate Language/Phrases Exercise
  • Effective Telephone Communicators
  • Poor Telephone Communicators
  • 0
    Module 9
    The Factors of The Voice
    Topics covered
  • Power
  • Pitch
  • Pronunciation
  • Pace
  • Inflection/Emphasis
  • 0
    Module 10
    Professional Handling of Incoming Calls
    Topics covered
  • Six Steps to Handling an Incoming Call
  • Warm Transfer of Calls
  • Message Taking
  • 0
    Module 11
    Telephone Work - Standards Monitoring Checklist
    0
    Module 12
    Assertiveness
    Topics covered
  • Car wars exercise
  • Assertiveness, Aggressiveness and Passivity
  • Assertiveness – The 3 Steps
  • Assertive Skill Practice
  • Positive Words and Phrases
  • Words and Phrases Exercise
  • 0
    Module 13
    Dealing with Anger
    Topics covered
  • Irate People – Tips and Tactics
  • 0
    Module 14
    A Personal Action Plan
    0 0

    About the Course

    Headline details for Professional Receptionist Skills.

    Why Receptionist Skills training ?

  • Do your customers encounter staff who do not do your company justice?
  • Are your people well-meaning but unaware of the effect they have on people?
  • Or are they just in need of some gentle prodding and team building?
  • 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.

    Target Audience

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

    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 Feedback  from our
    Professional Receptionist Skills course

    Average Review 4.5/5 based on 34 reviews.

    "The trainer (Janet) was brilliant. Her informal approach made me feel at ease and I learnt a lot more than I would have if it had been formally set out."     Zakia Akhtar     Jul 9 2015    

    "exelent trainer. "     Andreea Belciu     Jun 4 2015    

    "Trainer that delivered the course was outstanding!"     Sue Lamberton     May 7 2015    

    "Trainer/Speaker was excellent, engaging and interesting."     Sally Glover     May 7 2015    

    "Excellent course done by an extremely helpful trainer."     Carole Boulton     Mar 18 2015    

    "Enjoyable day, nice small group, easy to open up and talk and ask questions, interesting subjects, would recommend. Thanks!"     Laura Golding     Jan 23 2015    

    "i really enjoyed the course an met so lovely people "     leann shires     Jan 23 2015    

    "I thought my trainer Andrea was great and really appreciated the time she took to make sure I understood each topic covered. I was also happy that Andrea was happy to answer my many questions during the course."     Courtney Greatorix     Nov 26 2014    

    "Leeza was an excellent tutor, professional but friendly. She took care to put me at my ease before starting to teach and then established if I had any areas of particular concern, so that she could effectively tailor the course content to my requirements. I really enjoyed my day and learnt a lot which I will be able to apply both at work and at home."     Maureen Arkley     Nov 19 2014    

    "The course was very interesting and covered everything you need to know about receptionist skills."     Martina Lewis     Nov 12 2014    

    Dates and Venues  for our public classes

    We have a simple price model where the earlier you book, the lower the price.
    Our small class sizes mean that classes are often full, so (again) it's usually best to book as soon as you can.

    NOTE : prices are per delegate and exclude VAT.

    Click on 'Book now' against the class you wish to book.

    Professional Receptionist Skills
     
    Sep 9, 2015
    London Baker Street W1
    £199
    Book Now
    Sep 9, 2015
    Slough
     
    **Full**
    Sep 10, 2015
    Bristol
    £199
    Book Now
    Sep 17, 2015
    Nottingham
    £199
    Book Now
    Sep 30, 2015
    Reading Green Park
    £199
    Book Now
    Oct 1, 2015
    Milton Keynes
    £199
    Book Now
    Oct 1, 2015
    Leeds
    £199
    Book Now
    Oct 7, 2015
    Tower Bridge
    £199
    Book Now
    Oct 8, 2015
    Birmingham City Centre
    £199
    Book Now
    Oct 14, 2015
    Bristol
    £199
    Book Now
    Oct 15, 2015
    Manchester Princess Street
    £199
    Book Now
    Oct 22, 2015
    London Baker Street W1
    £179
    Book Now
    Oct 22, 2015
    Slough
    £179
    Book Now
    Oct 28, 2015
    Nottingham
    £179
    Book Now
    Nov 11, 2015
    Milton Keynes
    £159
    Book Now
    Nov 11, 2015
    Leeds
    £159
    Book Now
    Nov 13, 2015
    Reading Green Park
    £159
    Book Now
    Nov 18, 2015
    Birmingham City Centre
    £139
    Book Now
    Nov 20, 2015
    Tower Bridge
    £139
    Book Now
    Nov 25, 2015
    Manchester Princess Street
    £139
    Book Now
    Nov 27, 2015
    Bristol
    £139
    Book Now
    Need another date or location ?   Click to schedule your own class from £299.
    Prices:  Professional Receptionist Skills
    Please note : all prices exclude VAT.
    Scheduled public classes
    [The simplest and most cost-effective option for 1, 2 or 3 delegates]
    If you book in advance, Early Bird prices start at just £139
    •  Professional Receptionist Skills
     
    First delegate: £199
    2nd delegate: £149
    3rd delegate +: £99 each
    NOTE   [click to show/hide]
    To view scheduled dates, click the "Dates" button on the right

    Training at your offices
    [A convenient and very cost-effective option for groups of delegates]
    •  Professional Receptionist Skills
     
    First delegate: £449
    Extra delegates: £45 each
    (Price per day)
    NOTES   [click to show/hide]

    More Information:
    Professional Receptionist Skills

    All Activia training courses have been created, reviewed and developed to ensure they provide up to date and constantly improving standards of content. Our Receptionist Skills training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.

    Class sizes

    Maximum class size for courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.

    Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.

    Private (closed) classes can be booked at our centres, subject to the same maximum class sizes, if you want to use our facilities for your training.

    For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.

    How to book
    • Decide on the Receptionist Skills course you want, the date(s) you can attend, and the number of delegates involved
    • Also decide whether you want training at your offices or at one of our centres.
    • You can use the Speedy Quote option to get a quick price, and to book online
    • if at any time you want help or advice, or you want to book on the telephone, just call us on 0845 230 6150 to speak to one of our friendly training advisors

    Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.

    Also note: If you are a private individual you must pay by credit card at the time of booking.

    The confirmation process
    • Your place is allocated, along with workbooks (and lunches if it's at our centre)
    • You receive an official confirmation, with joining instructions (and directions if it's at our centre)
    • You receive a VAT invoice

    Note: Please allow 1 - 2 working days for your confirmation and invoice.

    What happens on the day

    If you are coming to our centre, dress code is smart casual.   Refreshments and a free buffet lunch will be provided, but please note that, as a training company who relies on caterers, we are unable to reliably provide for differing dietary requirements, so if you are in any doubt then please bring your own.   The timetable is as follows:

    • 9:15: - Arrival time
    • 9:30: - Training starts
    • 11:00: - Mid-morning break
    • 1:00: - Lunch break (one hour)
    • 3:15: - Mid-afternoon break
    • 4:30: - Wrap up

    Note: break times can vary according to the needs of the training, and course duration for smaller class sizes can be shorter because fewer delegates have fewer questions !

    For training at your offices, this itenerary can be varied by prior arrangement.

    What you get

    With your Receptionist Skills training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.

    Every delegate on a Professional Receptionist Skills course also gets an Activia Training Attendance Certificate.

    Receptionist Training Courses from Activia

    Activia Training logo

    We can provide training in Receptionist at any of our ten centres UK wide, or we can come to your offices – if you have groups of staff who need training, this is a particularly convenient, flexible and cost effective option.

    We have been training business all over the UK since 1995 and have continually developed our philosophy of high quality, flexible and cost effective provision of training in Receptionist.   This means you can be confident that we have the expertise, and the experience, to give all you need with Receptionist course.

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    Quality Assurance
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