Training in Receptionist Skills from Activia

Professional Receptionist Skills

A 1-Day Training Course

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.

    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
  • Course Outline
    This course is a 1-day training course structured into 14 modules.
    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



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    www.activia.co.uk