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About Receptionist Skills training
Receptionists can be overlooked or even considered non-essential for the successful running of a company, but this couldn't be further from the truth. Receptionists occupy a front-line position within an organisation and are therefore one of the most visble -- and important -- employees within the structure. Their skills and expertise can mean the difference between losing a potential customer and gaining a loyal client.
Being a receptionist is a significant responsibility and this role is often more complex than it might seem. There can be many things to deal with in addition to the "meet and greet" and telephone handling duties. There can be meetings to organise and schedule, deliveries to co-ordinate and general administration to deal with. Being an efficient and reliable receptionist is not an easy task.
Why is Receptionist training important?
So being a good receptionist is much more than picking up the phone or greeting customers, although these are extremely important parts of the job. You are likely to be the first point of contact for most people who do business with the organisation, which means that not only do your manners, appearance and your knowledge reflect on the entire company, but you are largely responsible for how the company is perceived by its existing and potential customers.
Receptionists set the stage for how customers view their experience with the company and their role is vital to a successful, smooth running organisation. In order to create a good first impression and to make sure you represent your company in a professional manner, it is crucial that you're aware of the most important customer service principles and key interpersonal skills essential for success.
How Do Activia's Courses Help You?
Our receptionist courses are designed to help you develop in a number of areas, including customer service skills and your communication style, as well as easy-to-digest tips on how to handle incoming calls efficiently and improve your telephone skills. The training will help you recognise the difference between merely good and exceptional customer service, learn why communication can go wrong and providing some techniques for questioning.
We will give you practical tips on how you can improve your listening skills and why it's so important, and how being assertive at times can help you develop a more productive working relationship with colleagues and clients.
And, as with all Activia's workshops, the focus is on you. So not only do we always run small class sizes in which your trainer will be happy to answer any questions you have, but at the end of your training we help you put together a personal action plan, which you can take back to your workplace and use to drive your progress.
Related CoursesYou will find related training courses in our Job / Career Skills section.
Feedback from delegates on our Receptionist Skills coursesAverage Review 4.5/5 based on 32 reviews.
"Trainer/Speaker was excellent, engaging and interesting." Sally Glover May 7 2015
"Trainer that delivered the course was outstanding!" Sue Lamberton May 7 2015
"Excellent course done by an extremely helpful trainer." Carole Boulton Mar 18 2015
"i really enjoyed the course an met so lovely people " leann shires Jan 23 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 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
"Excellent trainer (Louise) good lunch also." Heather Brown Nov 12 2014
"The course was very good and the trainer Louise was excellent. " Susan Hunter Nov 12 2014
"The trainer was friendly and made me feel at ease." Belinda Norman Nov 12 2014
"The course was very interesting and covered everything you need to know about receptionist skills." Martina Lewis Nov 12 2014
"The trainer was very nice and helpful and made me feel relaxed." Debbie Winton Sep 11 2014
"good course & friendly trainer " Cristina Figueira-Carrillo Jul 11 2014
"Jackie was very interesting and gave some sound information" Joy Hotton Jul 11 2014
"Leeza was an excellent trainer and very helpful." Meena Sharma May 7 2014
"I found the course easy and enjoyable. " Vicky Hawes May 2 2014
"I found the course went really well." Reaiah Baptiste Apr 14 2014
"Excellent course, really feel that I benefited from going. I preferred there only being a small group as I feel that we were able to work more on a one-to-one basis. " Samantha Tinsley Apr 11 2014
"Very well run course - got out of it everything i had hoped to. " Sarah Richmond Apr 4 2014
"The course leader was very welcoming which eased discussion amongst us strangers. We a very relaxed and pleasant environment to be in. " Nicola McCue Mar 26 2014
Introduction and Course Overview
Exercise: Getting to Know You
The Role of the Receptionist
• Customer Service Exercise • Bet You Didn’t Know That
Customer Service Principles
• Superior Receptionist Behaviours • What Do You See ? • First Impressions • Moments of Truth • Good vs Exceptional Customer Service
• Why Communication Goes Wrong • Getting Communications Across • Personal Communication Style Questionnaire
• What Are Open Questions? • What are Closed Questions? • T.E.D. Technique for Open Questions • Funnelling Technique
• Listening Skills Questionnaire • Listening Skills Tips/Techniques
• Telephone Skills Self Diagnostic • Inappropriate Language/Phrases Exercise • Effective Telephone Communicators • Poor Telephone Communicators
The Factors of The Voice
• Power • Pitch • Pronunciation • Pace • Inflection/Emphasis
Professional Handling of Incoming Calls
• Six Steps to Handling an Incoming Call • Warm Transfer of Calls • Message Taking
Telephone Work – Standards Monitoring Checklist
• Car wars exercise • Assertiveness, Aggressiveness and Passivity • Assertiveness – The 3 Steps • Assertive Skill Practice • Positive Words and Phrases • Words and Phrases Exercise
Dealing with Anger
• Irate People – Tips and Tactics
A Personal Action Plan
Prices for Receptionist Skills training
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 £149
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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]
NOTES [click to show/hide]
Scheduled dates for our public classes
Prices vary, and in general, the earlier you book, the lower the price.
If you see classes at higher prices set to run over the next few days, these are empty classes and if you book, you may be the only delegate attending.
NOTE : prices are per delegate and exclude VAT.
Click on the links in the right panel for outlines and more information on any course.
Need another date or location ? Click to schedule your own class from £299.
Course Summaries for Receptionist Training Courses
Professional Receptionist Skills
To raise the awareness of customer service at the reception desk and assist delegates in providing exceptional customer care.
Delegates who attend should be: All front line reception staff who directly come into contact with customers, both face-to-face or on the telephone.
Quality Assured Training
We can provide training in Receptionist at any of our sixteen centres UK wide, or we can come to your offices if you have groups of staff, this is a particularly convenient, flexible and cost effective option.
We have been training 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.
Call us now on 0845 230 6150 or request a free callback.