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Professional Receptionist Skills

Course Aims:

To raise the awareness of customer service at the reception desk and assist delegates in providing exceptional customer care.

Target Audience:

All front line reception staff who directly come into contact with customers, both face-to-face or on the telephone.

Why receptionist skills training?

  • Do your customers encounter staff who do not do your company justice?
  • Are your people well-meaning but unaware of the effect they have on people?
  • Or are they just in need of some gentle prodding and team building?

You only have one chance to create a good first impression, making receptionists and telephonists vitally important (and often under-rated) members of your team.

We work with you to define your objectives, the areas we need to cover and the best method of training delivery for your particular circumstances.

The result? Your customers will have a positive experience when dealing with your company, motivating them to favour you in the future.


Learning Objectives

  • Understand the importance of the Receptionist role in delivering excellence in customer care.
  • Have a common understanding of what exceptional customer care looks like, and gain tips and tactics to demonstrate this level of service.
  • Understand the importance, and use of, the telephone in delivering exceptional customer service.

Course Content

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

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