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Receptionist Skills

Activia Training
Course summary
1 day
197 GBP excl. VAT
English
Birmingham, Bristol, Leeds, Leicester, London, Manchester - Show all  
Next available date: Enquire for more information - Leicester
Open / Scheduled

Course description

Our Receptionist Skills course will push your skills to a new level.

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

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Training Course Content

Introduction and Course Overview
Exercise: Getting to Know You
The Role of the Receptionist
  • Customer Service Exercise
  • Bet You Didn't Know That
Customer Service Principles
  • Superior Receptionist Behaviours
  • What Do You See ?
  • First Impressions
  • Moments of Truth
  • Good vs Exceptional Customer Service
Communication
  • Why Communication Goes Wrong
  • Getting Communications Across
  • Personal Communication Style Questionnaire
Questioning Techniques
  • What Are Open Questions?
  • What are Closed Questions?
  • T.E.D. Technique for Open Questions
  • Funnelling Technique
Listening Skills
  • Listening Skills Questionnaire
  • Listening Skills Tips/Techniques
Telephone Skills
  • Telephone Skills Self Diagnostic
  • Inappropriate Language/Phrases Exercise
  • Effective Telephone Communicators
  • Poor Telephone Communicators
The Factors of The Voice
  • Power
  • Pitch
  • Pronunciation
  • Pace
  • Inflection/Emphasis
Professional Handling of Incoming Calls
  • Six Steps to Handling an Incoming Call
  • Warm Transfer of Calls
  • Message Taking
Telephone Work - Standards Monitoring Checklist
Assertiveness
  • Car wars exercise
  • Assertiveness, Aggressiveness and Passivity
  • Assertiveness - The 3 Steps
  • Assertive Skill Practice
  • Positive Words and Phrases
  • Words and Phrases Exercise
Dealing with Anger
  • Irate People - Tips and Tactics
Your Personal Action Plan

Why choose Activia Training

25 years of training businesses

10 centers nationwide

278 active courses

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About provider

Activia Training

Activia Training

When you organise your training, you need a partner who is able to deliver the skills improvements you need, and Activia have grown into a major UK provider on the strength of excellence in key areas. Whether it's competitive prices,...


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Contact info

Activia Training

Berkshire
Regus House, 268 Bath Road
SL1 4DX Slough

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www.activia.co.uk Course homepage


Reviews

Average rating 4.6

Based on 94 reviews

Jacqueline
(3)
Venue was easy to get to and the tutor was knowledgeable and friendly.
paula
(3)
Many thanks to Carly, A total asset to your team.
Alison
(5)
I really enjoyed the course, it was very informative and reassuring.
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