Reception Skills Training Course

Reception Skills Training Course Summary

The first impression given from many companies is generated from the reception / front of house desk. This Reception Skills training course will teach participants the simple and yet essential communication skills needed that will ensure that all your visitors get the right first impression - every time!

Who is this Reception Skills Training Course aimed at?

The course is equally valuable to staff who man the front of house reception desk and / or answer the phone to external callers, and to managers of both these functions.

Training Course Overview/Content:

The Receptionist's Role and its importance:

Explaining how the receptionist is extremely valuable within any business, and how they represent the business and have an elevated position of responsibility not always understood - for example, putting the right people in touch.

Receiving visitors:

How to welcome clients in the correct way and the importance of language and body language. Managing the reception area to represent the professionalism and culture of the business.

Presenting the right image:

Understanding the effects image can have, and exploring the two main factors within defining an image - behaviour and appearance. Also looking at how these two behaviours can in turn help you to gain confidence.

Customer care:

Having created the all important first impression, this part of the course goes on to explain the importance of your role throughout a clients visit to your business and maintaining a high level of customer care. Delegates explore the essentials of caring for those customers

Communication:

Explores what constitutes good communication and how it can depends on effective expression and comprehension. Explores the principles and behaviours which can prevent good communication going wrong, as it so easily can do!

Dealing with difficult people:

There will always be difficult people but there are ways of dealing with them Handling complaints: Some complaints are justified, some are not but they all need to be dealt with sensitively. We look at the techniques which will help to handle complaints and also handle hostility

Telephone behaviour:

Professional standards of behaviour to aim for Assertive, aggressive and passive behaviours: Understanding the different types of behaviour, verbal and non-verbal

Listening skills:

Why having essential listening skills is so important, and what exactly are listening skills. What situations should listening skills be brought into use.

Using the telephone:

How delegates use the phone can have a direct effect on how the business is perceived. Looks at different practical situations and how the delegates beahviour and use of the phone can influence those situations.

For more general information on Receptionists, check out the Wikipedia Receptionist information page.