Customer Care for the Receptionist

Who is this course for?

Receptionist staff have a lot of work they have to do; collect post, take messages, organise meeting rooms, welcome callers, answer telephones, supply copying paper, accept deliveries, and much, much more – and all in good spirits. This course is for managers and their Receptionist Staff whose duties are required to flow discreetly and efficiently in public view and to promote a calm, friendly and welcoming environment to the visitor.

Objectives

• The role of the Receptionist


• To define great service with impeccable style


• The dynamics of personal influence


• Successful Principles of Communication

Prerequisites

Bring along your vision to have the highest standard representing your business, and a willingness to support the change.

Benefits

• The power of responsibility, self-management and representation packaged into open discussion and practical techniques.


• Think about protocols which can leave every visitor, supplier, contractor and employee feeling great!


• What to do to make an impact, to exceed expectations, to influence, and for greater client care, are the subtle skills you are always looking to improve.


• Create a brand for your reception that aligns with your broad company message.


• You’ll come away refreshed and with new ideas to handle the busy receptionist environment with vigour!

The Impact Protocols

Of warm Intentions: become an Ambassador
Anticipate the Presentation: self-regulation techniques and deportment
The Power of Suggestion
Attitude and Atmosphere: creating the environment
What makes Service exceptional?

The Command Centre

Everyone Counts
Recording the Detail: keeping track (messages, appointments, deliveries, meeting rooms, etc)
Assertively Measured
The Centre of Attention

The Conversationalist

The intuitive questions to ask
Why it sometimes goes wrong?
Communication Styles: how to use them for understanding
Internal Technology; dealing with interruptions, computer fails, etc
What do you represent?
Keeping your cool with the Salesmen – and with angry clients.

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

• Bloomsbury
• Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.