Reception to Perfection

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 21^st 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

One of the best courses I have ever been on - so much to take away - outstanding teacher - thank-you Candy :)

Yasmin Tod, Business Lodge

Had no idea what to expect but thoroughly enjoyed the interactive style of the course - would highly recommend.

Lynn Metcalfe, Business Lodge

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