Activia for Professional Receptionist Skills
Bookings and Enquiries:                   0845 230 6150
Customer Service:                            0845 230 6159
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Receptionist Training Courses From Activia

Professional Receptionist Skills

A One-Day Training Course

Your training is easier with Activia because we have:
  • Recognised national quality accreditations
  • Training businesses since 1995
  • Friendly, capable, flexible service
  • Dedicated training advisors
  • Unique tools and backup
  • Fiercely competitive prices !
Receptionist Training Courses from Activia
We'd like to discuss how we can give you the best service you will find.
Early Bird Prices from £179
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Course Content

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.

    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

    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 
    Questioning Techniques
    • What Are Open Questions?  • What are Closed Questions?  • T.E.D. Technique for Open Questions  • Funnelling Technique 
    Listening Skills
    • Listening Skills Questionnaire  • Listening Skills Tips/Techniques 
    Telephone Skills
    • 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

    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
  • More Information

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    Printer-friendly course outline for Professional Receptionist Skills

    Contact Us

    Activia Training
    Head Office:
        Regus House, 268 Bath Road
        Slough,   SL1 4DX

    Sales:       0845 230 6150
    Service:    0845 230 6159
    Accounts: 0845 230 6157
    Professional Receptionist Skills Training Courses from Activia

    Feedback from Delegates on our Professional Receptionist Skills Courses

    Average Review 4.8/5 based on 12 reviews.

    "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    

    "The trainer was brilliant, really friendly and kept me engaged throughout the whole course. All the topics were relevant and I have picked up some useful tips. "     Hannah Brathwaite     Jun 26 2013    

    "Fantastic course/course leader. Would reccommend to anyone no matter how much experience they may have. "     Emily Duggan     Jun 19 2013    

    "Very helpful and the trainer was very good."     Amy Ridgway     May 22 2013    

    "The course was very helpful would definately recommend Activia."     Mel Burton     May 8 2013    

    "Excellent course and excellednt tutor."     Rachel Winters     May 8 2013    

    "Our trainer was excellent, as well as delivering the course in a professional but relaxed manner she gave us the opportunity to discuss best practices that we need to consider going forward."     Kim Lewsley     Mar 14 2013    

    "The whole day was very helpful and the lady who ran the course was so helpful."     Marianne Michel     Feb 13 2013    

    Professional Receptionist Skills Training Courses from Activia
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    Locations for Receptionist Training Courses from Activia

    With our quality accreditations for ISO9001, IITT, ILM and the ILP, and a uniquely flexible service, you can be sure that your courses in Receptionist skills will get the results you need, at the prices you want.

    Activia centres for Receptionist Skills Training

    With seventeen fully equipped training centres , Activia should be your first choice for training in Receptionist wherever you are in the UK.
    We provide Receptionist Skills Training courses in the following locations:

    • London
      We have six centres in London, serving the City in Bank and Liverpool Street, and Canary Wharf from our London Bridge (SE1) centre, as well as North, West and South West London, in Finchley, Baker Street and London Victoria.
    • Surrey and Sussex
      Our Croydon centre serves Croydon, Reigate and Redhill as well as Crawley, Gatwick and Brighton.
    • Berkshire
      We serve Berkshire and the Thames Valley with three centres in Reading, Slough and Bracknell.
    • Bristol
      Covering Bristol, Avon, Bath and South West England
    • Milton Keynes
      Serving Buckinghamshire, covering Milton Keynes, Aylesbury and High Wycombe, as well as Luton and Bedford.
    • Birmingham
      Serving Warwickshire and the Midlands: Birmingham, Walsall and Dudley, as well as Wolverhampton, Solihull and Tamworth.
    • Nottingham
      Serving Nottingham, Long Eaton and Derby, as well as Loughborough, Melton Mowbray and Leicester.
    • Manchester
      Serving Lancashire and the North West, covering Manchester, Salford, Stockport and Oldham as well as Bolton, Rochdale, Wigan, Warrington and Macclesfield.
    • Sheffield
      Serving South Yorkshire, covering Sheffield, Barnsley and Doncaster as well as Chesterfield and Wakefield.
    • Leeds
      Serving Yorkshire and the North of England, covering Leeds, Bradford and Harrogate as well as Halifax, Wakefield and Castleford.
    • Newcastle Upon Tyne
      Serving Tyneside, also Sunderland and Gateshead, as well as North Shields, South Shields and Whitley Bay.

    In House Receptionist Training Courses from Activia across the UK

    For in house delivery of Receptionist Skills Training, you can expect the same standard of training and service for your Receptionist course as you get at our centres, conveniently delivered at your offices.
    To book your in-house classes for Receptionist skills, you need look no further than Activia.

    Click for more about Receptionist training courses UK from Activia

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