Professional Receptionist Training

As the first point of contact for customers, this role truly represents your business. Often highly pressurised, the receptionist role demands the ability to react to constantly changing situations both face-to-face and on the telephone. The impression your receptionist gives may decide whether you gain or lose a potential or even existing customer.


Who should attend?

This course is designed for all front line staff who come directly into contact with customers both face to face and on the telephone.


Course Outline

* Role of the Receptionist in the Delivery of Service

* ‘Moments of Truth’ in Customer Service

* The Nature of Communication

* Importance of First Impressions, as viewed from the Customer’s stand point

* Image Management

* Giving Customers the Wrong Impression

* Creating a Positive Environment

* Positive Words, Phrases and Phrases to Avoid

* The Impact of Body Language & Non-Verbal behaviours

* Factors of Good & Bad Communication on the Telephone

* Active Listening on the Telephone

* Factors of the Voice

* Assertive Behaviour to deliver Professional Service

* Tactics and Tips to Cope with Difficult situations

* Case studies to reinforce the Learning



Course Duration

One Day

9:30-4:30pm


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