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Reception to Perfection

One Day Course


An excellent Receptionist is a most valuable resources for any organisation. As the first point of contact, Receptionists shape peoples’ immediate and consistent impressions. They are responsible for disseminating information whilst juggling a large range of activities, many without any advance notification. Reception to Perfection deals with the essential skills to represent a firm for best possible effect, provide new, existing and internal customers with a first class service and boost the confidence of these crucial members of any team.

One-day course outline:
  • Welcome and introductions.
  • Course objectives and personal objectives.
  • The challenges and effects 21st century communication.
  • What makes an excellent point of Reception and why is it so important?
  • Who and where are our customers?
  • As a customer, how do you like to be treated?
  • What makes people feel valued?
  • Objective and subjective aspects of customer service.
  • ‘Micro moments’ that shape the relationship.
  • Definition of communication and barriers to good communication.
  • The ‘recipe’ of verbal, vocal and visual.
  • Differences between communicating face-to-face and on the telephone.
  • Communication ‘leaks’ and the primitive human response.
  • The impact of visual communication – body language and facial expression.
  • Voice – tone, speed, volume, pitch, clarity, inflection, pacing.
  • Words – positive words and phrases compared with negative terminology.
  • Professional greetings face–to–face.
  • Steering the conversation with effective questioning.
  • How we use the telephone.
  • Qualities of the telephone.
  • Non verbal communication on the telephone.
  • Professional telephone etiquette.
  • Taking and leaving messages –
  • Clarifying information.
  • How accurate are your listening skills?
  • Active / empathetic listening.
  • Understanding how different people communicate – shaping a message to help the other person feel understood.
  • Recognising different styles of behaviour – aggressive, passive and assertive.
  • Qualities of assertive communication. – verbal, vocal and visual.
  • Assertive techniques – basic, persistence, negotiation / empathetic.
  • Words – the most useful ones to use with stressed people.
  • Challenging situations – what do you find difficult and how do you respond?
  • Dealing with outbursts of anger.
  • Bringing non – stop talkers back from their tangent.
  • Constructive ways to say ‘no’.
  • Strategies to help build resilience and bounce back.
  • Summary, review and questions.
  • Action plans.

Benefits of the training:
  • Enhanced understanding of the vital role of the Receptionist.
  • Improved communication skills.
  • Increased ability to deal with different types of customers and situations.
  • Efficient and effective information flow within the business.
  • Additional confidence.

© Candida Bowman 2007-2019

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