Professional Receptionist Skills

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