Professional Receptionist (Level 2) Course

Training Course Content

Course Structure

The Professional Receptionist diploma is divided into two comprehensive courses:

Course One Certificate in Effective Communication (Level 2)

Module 1: The Essentials of Communication

• The Importance of Good Communication
• Modes of Communication
• The Key Elements of Communication
• The Whole Message
• What Does the Recipient Expect?

Module 2: Sending Informal Messages

• Memoranda ('Memos')
• Electronic Mail (Email)
• Text Messages
• Facsimiles or 'Faxes'

Module 3: Sending Formal Messages

• Letters – The First Impression
• Letters – Greetings and Sign- Off
• The Details
• Letters – Writing Clearly
• Letters – Writing Accurately
• Formal Emails
• Reports and Proposals
• Reviewing Formal Letters and Reports

Module 4: Two-Way Communication

• The Telephone
• Using the Answer Phone
• Using the Mobile Phone
• Face-to-Face Meetings

Module 5: Presentations

• Presentation Skills
• First Impressions,
• Explaining Your Points Clearly Humour
• Inviting Discussion
• Ending the Presentation

Module 6: Advertising

• Press Releases
• Newspaper Advertisements
• Direct Mail
• Web Sites

At the end of this course students will be able to:

• Describe the essential elements of business communications
• Adopt good practice with a variety of communication methods
• Choose appropriate communication methods
• Identify ways of improving personal communications skills

Course Two Customer Care (Level 2) Module 1: Customer Care

• What is Customer Care?
• Defining Customer Care
• Characteristics of Effective Customer Care

Module 2: Customer Care and Company Benefits

• Increase in Profits
• Customer Loyalty and Long Term Profitability
• Fewer Complaints
• Staff Know what is Expected of Them
• A More Pleasant Working Environment
• Customer Integration and Specialistaion

Module 3: Considering a Policy and Plan

• Who are Current and Potential customer, their characteristics and needs
• Staff Interfacing with Customers
• What Tangible or Intangible assets to company has
• Competitor Characteristics
• Improvements and Additions to Customer Care and Service

Module 4: Customer Care and You

• The Right Attitude
• Looking and Sounding Right
• Having the Right Information
• Keeping Control
• Working Within a Team
• Customer Complaints
• Answering the Phone

Module 5: Customer Care and Service Plans

• Contents of the Plan
• The Advantages of Planning
• Objectives, Strategies and Tactics
• Target Strategy
• Forecast or Assumptions of Outcomes
• A Simple Case on Customer Care Planning
• Company Policies
• People Make a Plan Work
• Current Customer Care and Services

Module 6: Motivating the Staff

• Involvement
• Achievement
• Recognition
• Feeling of Belonging
• What Every Manager Should Do

Module 7: Standards and Monitoring

• Set Plans
• Obtain Feedback
• Measuring Results
• Managing the Plan and People

Module 8: Selling the Plan

• Internally
• Selling to the Customers
• What to Advertise Openly
• A Case in Point

At the end of this course students will be able to:

• Describe the essential elements of customer care
• Identify company benefits
• Design a policy and plan
• Help motivate staff

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