Effective Skills for Receptionist and Front-Desk Officers

The reception is important because it is responsible for providing the first impression of a business, and is the point of contact with clients. As receptionists are the friendly faces that deal with customers, they must conduct themselves professionally at all times. Participants will learn techniques that will enable them to remain calm under pressure, and how to handle challenging situations with confidence. They will also develop fundamental communication skills, telephone operation skills, and customer service skills.

CONTENT

• Dealing With and Recognising Different Types of Callers
• Understanding the Role of a Receptionist
• The Importance of First Impressions
• Projecting a Professional Image
• Successful Questioning Techniques (Extracting the Right Information)
• Maintaining a Positive Attitude
• Building Rapport Techniques
• Effective Listening Skills
• Dealing with Cold Callers
• Tone, Pitch, and Pace
• Dealing with Difficult Callers, Remaining Calm and Professional

FOR WHOM:

Personal Assistants, Front Desk Officers, Secretaries and others who perform related duties in the workplace.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties