Reception to Perfection - Virtual Training
Short course
Online
Description
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Type
Short course
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Level
Intermediate
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Methodology
Online
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Duration
Flexible
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Start date
Different dates available
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Online campus
Yes
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Delivery of study materials
Yes
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Support service
Yes
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Virtual classes
Yes
The often used phrase, "just the Receptionist", completely misrepresents the role. An excellent Receptionist is a most valuable resource for any business. Reception is pivotal as a crucial first impression for new clients, consistency for existing clients and disseminating information around the company. In so many ways, the Receptionist makes a substantial contribution to maintaining service standards and working relationships with both clients and colleagues.
Reception to Perfection deals with the essential skills necessary to represent the business to the best possible effect, within the added pressures of 21st century communication.
Facilities
Location
Start date
Start date
About this course
This course benefits support staff who either specialise, or provide cover on Reception. It is relevant for people who are relatively new to the role as well as more experienced staff who would welcome a refresher to evaluate, consolidate and confirm their existing skills
Enhanced understanding of the vital role of Reception
Improved communication skills
Increased ability to deal with different types of customersand situations
Efficient and effective information flow within the business
Additional confidence
Reviews
This centre's achievements
All courses are up to date
The average rating is higher than 3.7
More than 50 reviews in the last 12 months
This centre has featured on Emagister for 13 years
Subjects
- Communication Training
- Receptionist
- Communication
- Customer
- Critical
- Equation
- Conversations
- Recognising
- Aggressive
- Summary
- Passive
Course programme
09.30 – 10.00 Coffee, course objectives and personal objectives
10.00 – 11.00 Overview of 21st century customer communication.
Who are our customers?
What makes people feel valued? The service equation. Critical points that shape customer attitude
11.00 – 11.15 Coffee break
11.15 – 12.45 Communication face - to - face and over the telephone.
Body language and facial expression
The voice
What can the other person “see” on the telephone?
Communication “leaks” that display our true feelings
The power or words
Professional greetings face to face
Steering conversations with effective questioning
12.45 – 13.30 Lunch
13.30 – 14.00 Accurate and Active listening skills
Taking and leaving messages
14.00 – 15.00 Recognising difference types of behaviour - aggressive, passive and assertive
The assertive approach, assertive techniques
Positive ways to say ‘no’
15.00 – 15.15 Tea break
15.15 – 16.00 Dealing with outbursts of anger; non - stop talkers
Coping strategies
16.00 – 16.30 Summary, review and questions; Personal Action Plan
Reception to Perfection - Virtual Training