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

• Creating a professional first impression of yourself and your organisation
  
• Recognise how the way you present yourself affects your credibility

Professional Telephone Techniques

• Using different techniques to sound confident and assertive
  
• Using the phonetic alphabet
  
• Handling messages effectively
  
• Creating a professional image by speaking correctly and clearly

Reception Functions

• Booking audio conferences/video conferences
  
• Recognising emergency procedures particular to the role
  
• Effective meeting organisation and catering
  
• Keeping the telephone directory up-to-date
  
• Creating and maintaining a desk manual

Delivering Excellence in Customer Service

• Recognising the importance of exceptional customer service and total customer care
  
• Handling calls positively from the start to the end
  
• Dealing with cranky customers using the FIRST technique to resolve issues successfully
  
• Recognising the barriers to effective listening and how to overcome these

Communication Skills

• Identify four different behavioural styles and how to work best work with
  each one to enhance communication and reduce conflict
  
• Sharpen your rapport in seven quick steps
  
• Recognise today's business writing trends

Time Management

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

Professional Development

• Where to from here? Criteria to consider when compiling your
  professional development plan
  
• Goal setting
  
• Increase your chances of getting your performance noticed