Reception Skills
Who should attend?
This course has been designed for staff who have a position on the front desk or anybody who answers the telephone. The receptionist is very important, generally being the first point of contact for callers and visitors. Develop essential communication and presentation skills to ensure your company’s clients receive a professional and courteous first impression.
Course Objectives
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Present the right image through effective communication and customer care; |
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Provide a quality secretarial service; |
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Build rapport through adjusting tone and demeanour; |
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Handle complaints and deal with difficult people; |
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Ensure customers feel welcome. |
Course Content:
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| 1. | |
Role of the Receptionist |
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Importance in the business, connecting people; | |
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Receiving visitors - the welcome greeting, managing reception; providing a service for internal and external customers; |
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Image - appearance and behaviour; confidence building; | |
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Customer care. |
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| 2. | |
Communication |
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Effective expression and comprehension; | |
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Dealing with difficult people; | |
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Handling complaints; | |
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Telephone manner. |
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| 3. | |
Behaviour |
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Understanding different types of behaviour - assertive, aggressive and passive; | |
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Verbal and non-verbal. |
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| 4. | |
Listening Skills |
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How to listen effectively. |
