COURSE OUTLINE • DURATION: 1 Day

 

The Role, Functions and Attributes of the Professional Receptionist

• Identify the role, functions and attributes of the Professional Receptionist

The Importance of First Impressions

• Recognise the importance of first impressions
• Recognise how the way you present yourself affects your credibility

Professional Telephone Techniques

• Different techniques for the best use of your voice
• Using the phonetic alphabet

Delivering Excellence in Customer Service

• Recognising the importance of customer service
• Handling calls positively from the start to the end of the call
• Dealing with cranky customers
• Handling messages effectively

Reception Functions

• Booking teleconference/videoconferences
• Health and safety and emergency procedures and the receptionist’s role in these
• Effective meeting organisation and catering
• Ensuring the telephone directory is kept up to date
• Creating a desk manual

Communication Skills

• Identify different behavioural styles and how to best work with each one
• Developing rapport through effective listening
• Handling conflict for a win/win solution
• Recognising today’s business writing trends

Time Management

• Planning your time more effectively
• Dealing with interruptions/diversions
• Managing e-mail
• Planning a project effectively

Professional Development

• Career pathways for a Receptionist
• Goal setting
• Increase your chances of getting your performance noticed