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Professional Receptionist Skills
Professional Receptionist Skills
 

PROFESSIONAL RECEPTIONIST SKILLS

The best solution for Receptionist Training Courses

A hands-on one-day course with free pre-course online skills testing
See Our Latest Reviews on TrustPilot:
COURSE OUTLINE

Full details of modules and topics covered in this one-day course

DURATION

This is a one-day training course structured into 14 modules

COURSE AIMS
To raise the awareness of customer service at the reception desk and assist delegates in providing exceptional customer care.
TARGET AUDIENCE
All front line reception staff who directly come into contact with customers, both face-to-face or on the telephone.

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.


    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

  • Want to see prices and options for delivery of your training?

    MODULE 1:  Introduction and Course Overview
    MODULE 2:  Exercise: Getting to Know You
    MODULE 3:  The Role of the Receptionist
    Topics covered:
    • Customer Service Exercise
    • Bet You Didn’t Know That
    MODULE 4:  Customer Service Principles
    Topics covered:
    • Superior Receptionist Behaviours
    • What Do You See ?
    • First Impressions
    • Moments of Truth
    • Good vs Exceptional Customer Service
    MODULE 5:  Communication
    Topics covered:
    • Why Communication Goes Wrong
    • Getting Communications Across
    • Personal Communication Style Questionnaire
    MODULE 6:  Questioning Techniques
    Topics covered:
    • What Are Open Questions?
    • What are Closed Questions?
    • T.E.D. Technique for Open Questions
    • Funnelling Technique
    MODULE 7:  Listening Skills
    Topics covered:
    • Listening Skills Questionnaire
    • Listening Skills Tips/Techniques
    MODULE 8:  Telephone Skills
    Topics covered:
    • Telephone Skills Self Diagnostic
    • Inappropriate Language/Phrases Exercise
    • Effective Telephone Communicators
    • Poor Telephone Communicators
    MODULE 9:  The Factors of The Voice
    Topics covered:
    • Power
    • Pitch
    • Pronunciation
    • Pace
    • Inflection/Emphasis
    MODULE 10:  Professional Handling of Incoming Calls
    Topics covered:
    • Six Steps to Handling an Incoming Call
    • Warm Transfer of Calls
    • Message Taking
    MODULE 11:  Telephone Work - Standards Monitoring Checklist
    MODULE 12:  Assertiveness
    Topics covered:
    • Car wars exercise
    • Assertiveness, Aggressiveness and Passivity
    • Assertiveness – The 3 Steps
    • Assertive Skill Practice
    • Positive Words and Phrases
    • Words and Phrases Exercise
    MODULE 13:  Dealing with Anger
    Topics covered:
    • Irate People – Tips and Tactics
    MODULE 14:  Your Personal Action Plan

    Want to see prices and options for delivery of your training?

    NEXT CLASS DATES
    Professional Receptionist Skills
    May 21, 2019
    Tower Bridge
    £199
    Book Now
    May 29, 2019
    Birmingham Queensway
    £199
    Book Now
    Jun 12, 2019
    Manchester Piccadilly
    £199
    Book Now
    Jun 17, 2019
    London Victoria
    £199
    Book Now
    Jul 1, 2019
    Leeds West One
    £199
    Book Now

    Don't see a date you want?

    DELEGATE FEEDBACK FOR OUR
    PROFESSIONAL RECEPTIONIST SKILLS COURSE

    AVERAGE REVIEW: 4.5 out of 5  BASED ON 21 REVIEWS

    Cheryl Samuels
    , Nov 5 2018
    "Would like to thank Vivien! Gave me some really good advice which I have already put into practice."


     
    Course rating of 4 stars
    Margaret Mc Govern
    , Oct 24 2018
    "Very good - I was pleased "


     
    Course rating of 4 stars
    Kerry Wideria
    , Sep 17 2018
    "The course Tutor was really nice and very friendly"


     
    Course rating of 4 stars
    Rhiann Pierre
    , Jul 9 2018
    "A big thank you to Katrina for being so lovely and making the course a fun enjoyable day for me"


     
    Course rating of 4 stars
    Julie Roberts
    , Jun 25 2018
    "Trainer was amusing and kept our interest throughout."


     
    Course rating of 3 stars
    Debbie Stanyer
    , Jun 20 2018
    "Good trainer and the course was most helpful."


     
    Course rating of 5 stars
    Nicola Brooks
    , Jun 20 2018
    "Excellent training course and the Trainer was most helpful with all advice relating to our workplace."


     
    Course rating of 5 stars
    CarolineOwen
    , Apr 30 2018
    "Bev the trainer was excellent, I really enjoyed the course and it was well presented and the training booklet will be great to refer back to "


     
    Course rating of 5 stars
    carol joddrell
    , Apr 30 2018
    "The small group situation was very valuable as we shared a lot of common situations. Bev was great at extracting the lessons to be learnt from these exchanges."


     
    Course rating of 4 stars
    Sarah Wilson
    , Apr 30 2018
    "Thoroughly enjoyed the course and how it was presented. I have a very enjoyable day and came away with new skills to enable me to do my job to a high standard."


     
    Course rating of 5 stars

    MORE INFORMATION FOR
    PROFESSIONAL RECEPTIONIST SKILLS

    General Information

    All Activia receptionist training courses have been created, reviewed and developed to ensure up to date provision and constantly improving standards of content. Our Receptionist Skills training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.

    Class Sizes

    Maximum class size for Receptionist Skills courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.

    Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.

    For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.

    How to book
    Course, dates and delegate numbers
    Decide on the Receptionist Skills course you want, the date(s) you can attend, and the number of delegates involved
    Training location
    Also decide whether you want training at your offices or at one of our centres
    Speedy course booking
    You can use the Speedy Quote option to contact us for a quick price, or you can book online from the schedule on this website
    Call us
    if at any time you want help or advice, or you want to book on the telephone, just call us on 0333 6000 111 to speak to one of our friendly training advisors

    Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.

    Also note: If you are a private individual you must pay by credit card at the time of booking.

    The confirmation process
    Course places allocated
    Your place is allocated, along with the trainer, workbooks and exercise files if appropriate
    Booking confirmation
    You receive an official confirmation, with joining instructions (and directions if it's at our centre)
    Training invoice
    You receive a VAT invoice

    Note: Please allow 1 - 2 working days for your confirmation and invoice.

    What happens on the day

    If you are coming to our centre, dress code is smart casual.   Refreshments in the form of tea/coffee will be provided for morning and afternoon breaks, but please note that we do not provide lunch.   The timetable is as follows:

    9:15

    ARRIVAL TIME

    9:30

    TRAINING STARTS

    11:00

    MID-MORNING BREAK



    1:00

    ONE HOUR LUNCH BREAK

    3:15

    MID-AFTERNOON BREAK

    4:30

    WRAP UP

    Note: break times can vary according to the needs of the training, and course duration for smaller class sizes are usually shorter because fewer delegates have fewer questions !

    For training at your offices, this itinerary can be varied by prior arrangement.

    What you get

    With your Receptionist Skills training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.

    Every delegate on a Receptionist Skills course also gets an Activia Training Attendance Certificate.



    GET IN TOUCH

    Call us on:
    0333 6000 111

       You can Email us direct (You'll usually get a response within 2-3 working hours)
       Or fill out the details below and we'll be in touch very soon:
    SEND MESSAGE

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