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Receptionist Training Courses From Activia
Professional Receptionist Skills
A One-Day Training Course
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.
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.
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
Feedback from Delegates on our Professional Receptionist Skills Courses
Average Review 4.5/5 based on 27 reviews.
"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
"Excellent course. Nice venue and Colin the trainer was very good." Glynis Lynch Jan 31 2014
"Course was really varied and interesting." Anne Hambley Nov 6 2013
"The trainer was warm and friendly, she made one feel comfortable and at ease. She trained well and was easy to communicate with." Joycelyn Hector Oct 23 2013
"The trainer was really lovely and bubbly and made the day go so quickly. Everything she said was relevant and very practical. I left feeling more confident to do my job." Charlene Johnson Oct 14 2013
"Trainer very good, clear and informative" Maureen Stone Sep 23 2013
We can provide training in Receptionist at any of our seventeen centres UK wide, or we can come to your offices.
We have been training since 1995 with a philosophy of high quality, flexible and cost effective provision, so 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.