Reception to Perfection

Focus on Training
Course summary
Next available date: - United Kingdom
Professional Training

Course description

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

About provider

Focus on Training: Best Practice Skills from the Specialists

Focus on Training is a professional training company specialising in offering accredited Project Management and IT programmes. With over 10,000 courses offered in over 100 locations throughout the United Kingdom, Focus is a premier training provider. All programmes can be booked online...

Read more and show all courses with this provider

Contact info

Focus on Training

Olympus House, Werrington Centre
PE4 6NA Peterborough

 Show phone number

Find a course for you!

  Read the course
 summary on this page

 Fill in your details and Request information

 Receive all the info you need

Find more courses here