Receptionists and telephonists are key members of the team in any organisation. Their role is crucial because they are usually the first point of contact and they create the first impression. They can influence whether or not callers favour your company and whether or not they will return.

This practical course will be especially beneficial to staff who have a front desk position or anybody who answers the telephone.

 Upon completion of this course, you will be equipped with knowledge and tools that enable you to:

• Understand the Receptionists role
• Present the right image
• Deal with difficult people and handle complaints effectively
• Improve your listening skills

Course Content 

Session 1:  The Receptionists role

• Your importance in the organisation
• Representing the company
• Putting people in touch

Session2:  Receiving visitors

• The welcome greeting
• Managing Reception
• Providing a service for both internal and external customers

Session 3:  Presenting the right image

• Appearance and behaviour
• Confidence

Session 4:  Customer Care

• Communication skills
• Dealing with difficult people
• Handling complaints

Session 5:  Assertiveness Skills

• Assertive, aggressive and passive behaviour
• Understanding different types of behaviour
• Verbal and non-verbal

Session 6:  Listening Skills

• Effective listening skills

Session 7:  Telephone Skills

• Professional standards to aim for
• Effective use of the telephone