Receptionist Training Courses From Activia
Professional Receptionist Skills
A One-Day Training Course
Your training is easier with Activia because we have:
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
Regus House, 268 Bath Road
Slough, SL1 4DX
Sales: 0845 230 6150
Service: 0845 230 6159
Accounts: 0845 230 6157
Feedback from Delegates on our Professional Receptionist Skills Courses
"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 22 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 13 2013
"Trainer very good, clear and informative" Maureen Stone Sep 22 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 25 2013
"Fantastic course/course leader. Would reccommend to anyone no matter how much experience they may have. " Emily Duggan Jun 18 2013
"Very helpful and the trainer was very good." Amy Ridgway May 21 2013
"The course was very helpful would definately recommend Activia." Mel Burton May 7 2013
"Excellent course and excellednt tutor." Rachel Winters May 7 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
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.
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:
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