Reception to Perfection

1 Day
Manchester 2nd Jun 2021
7th Jun 2021

Course Overview

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.

One - day course outline

  • Course objective, personal objectives
  • 21st century communication issues
  • Who are our customers?
  • As a customer, how do you like to be treated?
  • What makes people feel valued? The service equation
  • Micro - moments of interaction
  • The communication blend, face -to- face and on the telephone
  • Non - verbal communication on the telephone
  • The primitive human response and communication leaks
  • Body language; voice; words
  • Making the best first impression - greeting clients professionally
  • Effective questioning
  • How are your listening skills? Accurate listening key points
  • Active listening
  • Taking and leaving messages
  • Recognising different styles of behaviour
  • Assertive communication
  • Assertive techniques
  • Saying no graciously
  • Dealing with challenging customer behaviour - angry, non - stop talker
  • Coping strategies
  • Summary, review and questions
  • Personal Action Plan

Timetable

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

Testimonials

Really enjoyed the course. Thank-you for helping me with my telephone skills.

Lacey Martin, Canaccord Genuity Limited

Great course. Loved the interaction.

Leah Hardy, Dreweatts 1759

I really enjoyed this course and how it was handled because it gives me more confident power of myself and a new view of the role of a receptionist.

Veronica Di Claudio, CCT Venues

Very well delivered. Enjoyable.

Eleanor Smith, Dreweatts 1759

Very good course. Candy excellent. Enjoyed the day. Good venue and facilities.

Amanda Luckman, Dreweatts 1759

Very well structured course. The one on one moments definitely helped.

Stuart Gilbert, Cairn Energy Plc

Excellent

Claudette Dey, Nightingale

Very informative, good discussions throughout the day. Very happy I came.

Caroline Habberfield, British Council

Candy has been very knowledgeable and supportive to me on this training. Will be sure to recommend this course to friends.

Michelle Eliatamby, British Council

Benefits

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
Live Virtual Training
In-Person Training
Book your place on one of our online courses...
7th Jun 2021
Full Day
£280.00
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7th Jul 2021
Full Day
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6th Aug 2021
Full Day
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8th Sep 2021
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7th Oct 2021
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8th Nov 2021
Full Day
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7th Dec 2021
Full Day
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...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
1-2-1 Virtual Training
Per session£550.00
U-Choose Virtual Training
Per delegate£280.00
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Book your place on one of our scheduled courses...
2nd Jun 2021
Manchester
£430.00
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21st Jun 2021
London
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7th Jul 2021
Leeds
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4th Aug 2021
Birmingham
£430.00
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24th Aug 2021
Edinburgh
£430.00
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8th Sep 2021
London
£430.00
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30th Sep 2021
Bristol (Clifton)
£430.00
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28th Oct 2021
Nottingham
£430.00
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10th Nov 2021
Manchester
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3rd Dec 2021
Birmingham
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17th Dec 2021
Edinburgh
£430.00
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17th Dec 2021
Leeds
£430.00
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...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,100.00
6-10 delegates £1,500.00
Each additional £100.00
1-2-1 Training
Per session£600.00
U-Choose Training
Per delegate£430.00
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