Activia for Professional Receptionist Skills
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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 !
Early Bird Pricing - from £169
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Receptionist Training Courses from Activia
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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 4.5/5 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    

    "Jackie was very interesting and gave some sound information"     Joy Hotton     Jul 11 2014    

    "good course & friendly trainer "     Cristina Figueira-Carrillo     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    

    Professional Receptionist Skills Training Courses from Activia

    Receptionist Training Courses from Activia from Activia

    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.

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