Receptionist Skills Training Course

Course Aims

This Receptionist Skills Training Course aims to provide those who work in reception areas with the skills and behaviours needed to deliver exceptional service to visitors and customers (both internal and external), providing a great first impression.

Course Objectives

By attending this Receptionist Skills Training Course you will:

• Understand the importance of the role of reception and the receptionist
• Know what skills to use and behaviours to demonstrate to provide an excellent service and a great first impression
• Be able to demonstrate skills to work in a friendly but efficient manner
• Know how to deal with irate people and complex requests effectively

Course Content

Here's what we cover in our Receptionist Skills Training Course:

The Role of Reception and Receptionist

• What is the role of reception and receptionist
• The objectives of the receptionist
• Key challenges faced by the receptionist
• What do visitors and customers expect of a receptionist

Skills and Behaviours of a Receptionist

• The skills needed to be an effective receptionist
• The behaviours a receptionist should demonstrate
• Giving a bad impression

Individual Skills

• Looking at the individual skills (i.e. empathy, questioning, assertiveness, communication etc.)
• Communication styles
• Questioning and listening
• Assertiveness

Right First Impression

• Being aware of your body language, voice and the words you use
• Maintaining a calm and friendly approach even when it's busy
• Being pro-active during quieter times
• Ensuring people have a great experience with reception

Dealing with Complaints, Irate People and Complex Queries

• Understanding the common complaints made to reception and how to deal with them
• Diffusing anger and irate people
• Understanding complex requests and dealing with them efficiently

Who Should Attend our Receptionist Skills Training Course?

This receptionist skills training course is for anyone who works in a role that greets and interacts with customers on a reception desk.

If you want to:

• Know how to provide a great first impression
• Be able to deal with complicated visitor requests
• Maintain high standards for visitors
• Have a clear process for welcoming and checking in visitors
• Reduce complaints and negative views of your business

Then this receptionist skills course is for you.

The course is suitable for people of all levels and in all roles and industries.

Online Training Courses

A 1 day online live virtual training course with one of our highly experienced receptionist and customer service skills trainers. You also get:

• A highly interactive online experience
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
• A digital copy of the course materials from the course
• A digital course certificate

In-Person & Online In-House

A 1 day training course with one of our highly experienced trainers at your location or online. You also get

• Course materials for each delegate to take away
• A course certificate
• Reporting on delegate evaluation
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer

The skills from the course can be easily transferred to both face to face and telephone interactions.

The skills from the course can be easily transferred to any role whether it be a surgery, office, hotel etc. We will work with you to ensure that you can take the skills and approches and apply them to your role.

Receptionists are the first point of contact in many businesses, it's the first impression visitors and customers (both internal and external) get of your business. The role is just as important as any other in the business when it comes to generating customer satisfaction and supporting this group of people will add to the overall customer experience.

Yes. We have lots of articles about customer service in the customer service section of our blog.