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bookings:   0333 6000 111
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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
Need PRICES or DATES?  See the blue link buttons on the right  >>>

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


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

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


  • 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.


  • 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

  • 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



    Chloe Moreton , Feb 20 2017
    Course rating of 5 stars "Excellent teacher!"

    Charly Cornell , Jan 13 2017
    Course rating of 4 stars "Jane was lovely, i learnt a lot and learned to respect my job more. "

    Jannette Hickey , Dec 21 2016
    Course rating of 5 stars "The course was very enjoyable and conducted in a very professional manner by the trainer Claire. "

    Francesca Baldwin, Jul 20 2016
    Course rating of 5 stars "Graham was brilliant. Very kind & knowledgeable. Thank you"

    Amanda McCarthy, Jun 24 2016
    Course rating of 5 stars "The course was well presented by an excellent tutor."

    Amanda McCarthy , Jun 24 2016
    Course rating of 5 stars "The training was very well delivered and the training booklet where very well presented and will continue to assist the team going forward."

    val shield , Jun 24 2016
    Course rating of 5 stars "It was an excellent course run very professionally"

    Emily Brown, Jun 22 2016
    Course rating of 5 stars "Really enjoyed the course. Great trainer (Chris)."

    Aimee-Jay Wilson, Jun 10 2016
    Course rating of 5 stars "I would just like to say my trainer for the day was brilliant! He was an amazing trainer and made me feel comfortable from the moment I meet him . His friendly and funny personality made the course a lot more enjoyable. He also made me feel more confident about myself and what I was doing and I would highly recommend him to anyone wanting to do a course with activia."

    Joanne Rana, Jun 6 2016
    Course rating of 5 stars "The trainer was very enthusiastic and knowledgeable. He encouraged the whole group to participate throughout the training session. "

    Melissa Book , May 20 2016
    Course rating of 5 stars "Candy was top class!"

    Sukkeena King , May 20 2016
    Course rating of 5 stars "Candy was brilliant!"

    Sahida Azam , May 6 2016
    Course rating of 4 stars "the course trainer Dave was excellent, he answers all questions and gave tips and ideas for the role."

    Faye Ryder, May 4 2016
    Course rating of 5 stars "Louise was very good on portraying this particular course and I did get some good feel factors in respect of the assertive side of things, she was very good at explaining anything and putting things in a different perspective."

    Harriett Ray , Apr 27 2016
    Course rating of 4 stars "Thanks Again."



    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:













    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 itenerary 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.


    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:


    We can enhance your skills with courses in receptionist skills at any of our twelve training centres UK wide, or we can come to your offices: if you have groups of three or more staff who need training, this is a very convenient, flexible and cost effective option. Moreover, most of our receptionist courses are 1 day, which keeps "out of office" periods for attendees to a minimum.

    We have been delivering professional receptionist skills all over the UK since 1995 and have continually developed our philosophy of high quality, flexible and results-driven provision of training in receptionist skills to ensure constantly improving standards of quality.   So you can be confident that we have the expertise, and the experience, to give you a great return on your investment in Training in Receptionist Skills from Activia.

    Why not contact us today to see how we can help with providing your Receptionist course ?

    Stay in touch

    Stay In Touch!


    Contact Details

    Activia Training

    Locations Address: Head Office, Regus House,
    268 Bath Road
    Slough, Berkshire SL1 4DX

    Phone Sales:           0333 6000 111

    Service:       0333 6000 555

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