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Reception to Perfection

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
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Learning Objectives

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

Course Content

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

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