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. No other individual is less important 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. Very often it is the ‘unseen’ activities that add to the complexity of the role.

This in house receptionist skills 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.

Receptionist Skills Training Courses

“Really enjoyed the course”
“It was nice to reflect on my skill sets”

Course Overview

Delegates will 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

Course Features

  • The receptionist skills training course utilises a variety of training methods including group discussion, self-diagnostic questionnaire, syndicate work and practical exercises. The trainer has a highly facilitative style
  • A Knowledge/Skill Checklist is 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. 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 is provided to browse during the day
  • Delegates are supplied with full support documentation in spiral bound format
  • This course is for all types of Receptionists, including Clerical Receptionists, Dental Receptionists and Medical Receptionists
  • Prior to delivery of the in house receptionist skills course, we would host a telephone meeting to establish the nature of the delegate’s roles, their strengths and development areas and any aspects you would like us to emphasise

Target Audience



  • 1 day


Contact us for a quote stating course title, location of training and anticipated delegate numbers. Our prices are very competitive.

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