Duration:1 day, typically 9.30am to 4.45pm but can be flexible to fit into shift patterns of staff.

 

Training course content

 

The workshop could cover:

 

• The 7 roles of the Receptionist, and the skills and qualities required.
• Customer Service – what it is and what it isn’t.
• Creating  customer service that ‘delights’ people, not just satisfies.
• Consequences of poor service.
• ‘How Good a Receptionist Am I?’ questionnaire
• Importance of ‘first impressions’, as viewed from the customer’s standpoint.
• Giving customers the wrong impression.
• Communication – what it is and why it goes wrong.
• Importance of positive body language and how to demonstrate it.
• Completion of a Personal Communication Style Questionnaire.
• Factors of good and bad communication on the telephone.
• Transferring calls in a professional manner.
• The 4 P’s of voice (Power, Pitch, Pace, Pronunciation).
• Identifying the types of difficult Callers and tips and tactics for helping them.
• The 6 ‘W’s of message taking.
• Dealing with irate customers

 

Training Course Features

• The training course utilises a variety of training methods including group discussion, self-diagnostic questionnaire, syndicate work and practical exercises.

 

• Bryan Edwards (Trainer) has a highly facilitative style. Bryan’s approach is one where, if people enjoy themselves on the training course, they are more likely to learn and implement back in the workplace.

 

• A Knowledge/Skill Checklist could be utilised on the training course. Delegates rate themselves at the start and end of the course  to establish the extent to which they have benefited from the event. This also gives the delegate, and in discussion with their line manager, further analysis of their strengths and further development needs.

 

• A mini exhibition of interpersonal skill books, additional handouts and ‘hints and tips’ sheets will be provided in the training room, for delegates to visit during ‘down-time’ e.g. at breaks.

 

• Delegates will be supplied with full support documentation, supplied in spiral bound format.

 

• This course is for all types of Receptionists, including Clerical Receptionists, Dental Receptionists and Medical Receptionists

 

About the Trainer

Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 20 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development. Bryan personally delivers all the training.

 

Bryan travels extensively across the U.K. to deliver training, as well as delivering in local areas such as Worcestershire, Warwickshire, Gloucestershire, Wales and the West Midlands

 

Costs

Typically £550 per day for up to 4 delegates plus VAT and expenses (travel plus possible (budget) accommodation, depending on location). Costs exclude any venue costs (hire of rooms / catering) or equipment (e.g. Powerpoint projector).

 

Prior to delivery of the Receptionist Skills training course we would host a  telephone meeting with you to establish the nature of the delegate’s roles, their strengths and development areas and any areas of the training course you would like us to emphasise.

 

Any further questions on Receptionist Skills training or to book

phone Bryan Edwards, the Trainer, on 07747 602215.

Alternatively email on info@abctrainingsolutions.biz

 

Other courses you might be interested in

Customer service

Telephone Techniques

Time management

Assertiveness at work

Training Courses

We Deliver at your Premises

 

RECEPTIONIST SKILLS

“The Receptionist is the most important person in my organisation.”

A CHIEF EXECUTIVE

 

This Chief Executive understood that her company’s reputation rests on the first impressions gained of the organisation. The way the first speculative call is handled or about the way the potential client is greeted at a first meeting. No other individual is less important in any organisation than the Receptionist at the front of the building.

The role is very challenging. Receptionists undertake a multitude of tasks to keep the ‘wheels of the organisation running smoothly’, often hidden from view of other staff. Some staff perceptions could indicate that the Receptionist is there just to field calls and receive visitors. Very often it is the ‘unseen’ activities that add to the complexity of the role.

This course will help Receptionists understand the importance of their role and develop essential skills required in their effective performance. It enables delegates to increase their effectiveness in projecting a professional image, relationship building, information exchange, active listening, complaints handling, and generating greater customer satisfaction and loyalty. A feature of the course is a 26-point diagnostic questionnaire that delegates complete defining the key behaviours required for superior performance in the role.

 

We can run this course for just 1 delegate at your premises for as little as £270 plus VAT

ABC Training Solutions provides cost effective training courses in receptionist skills at your premises. We work both uk-wide and locally in West Midlands, Worcestershire, Gloucestershire, Warwickshire and Wales. We also design and market a range of course material for trainers and ebooks for individuals.