Professional Receptionist Training
This training course will introduce you to new skills that will help increase your performance and the support you offer your team, department and manager.
The “Professional Receptionist Training” is a thorough two-day program designed to improve receptionists’ abilities and knowledge, giving them the tools they need to flourish in their jobs. This course will cover important themes including communication skills, customer service excellence, office management, and personal growth. Participants will engage in interactive discussions, practical exercises, and real-world scenarios to ensure that they leave with useful and actionable skills.
- Understand the Role: Recognize the entire scope and obligations of a professional receptionist.
- Improve Communication Skills: Practice effective verbal and nonverbal communication skills.
- Improve Customer Service: Provide exceptional customer service and handle challenging circumstances with confidence.
- Master Office Management: Effectively handle office chores, scheduling, and administrative responsibilities.
- Develop Professionalism: Maintain a professional look and attitude while creating a favorable workplace atmosphere.
- Utilize Technology: Use office technology and software to increase productivity.
- Current receptionists looking to enhance their skills.
- Administrative assistants seeking to transition to a receptionist role.
- New hires in receptionist positions.
- Any professional looking to improve their front-desk and customer service capabilities.
1. Introduction to the Role
- Overview of Responsibilities
- Greeting visitors and clients
- Handling phone calls and emails
- Managing appointments and schedules
- Importance of the Receptionist
- First impressions
- Role in office operations
2. Communication Skills
- Verbal Communication
- Professional language and tone
- Clear and effective speaking
- Non-Verbal Communication
- Body language
- Facial expressions
- Listening Skills
- Active listening techniques
- Addressing and resolving queries
3. Customer Service Excellence
- Customer Service Principles
- Professionalism and courtesy
- Handling difficult situations
- Creating a Positive Experience
- Managing expectations
- Building rapport with clients
4. Telephone Etiquette
- Handling Incoming Calls
- Answering calls professionally
- Taking and relaying messages
- Making Outgoing Calls
- Effective communication strategies
- Setting up and managing conference calls
5. Front Desk Management
- Greeting and Registering Visitors
- Check-in procedures
- Issuing visitor badges
- Managing Office Supplies and Equipment
- Keeping the front desk organized
- Reporting issues or shortages
6. Scheduling and Appointments
- Calendar Management
- Scheduling meetings and appointments
- Using scheduling software
- Handling Conflicts and Rescheduling
- Prioritizing appointments
- Communicating changes effectively
7. Administrative Tasks
- Handling Mail and Deliveries
- Sorting and distributing mail
- Managing incoming and outgoing packages
- Basic Record Keeping
- Maintaining logs and files
- Confidentiality and data protection
8. Emergency Procedures
- Health and Safety Protocols
- Evacuation procedures
- Emergency contact information
- Dealing with Emergencies
- Handling accidents or incidents
- Contacting emergency services
9. Technology and Tools
- Using Office Equipment
- Fax machines, printers, and copiers
- Basic troubleshooting
- Computer Skills
- Email and office software
- Data entry and management
10. Professionalism and Personal Development
- Personal Appearance and Behavior
- Dress code and grooming
- Professional demeanor
- Continuous Improvement
- Seeking feedback
- Setting personal development goals
11. Q&A and Wrap-Up
- Review of Key Points
- Open Discussion and Questions
- Evaluation and Feedback
How you benefit attending this program?
- Career Advancement: Learn skills that can help you advance in your career and develop professionally.
- Increased Confidence: Gain confidence in carrying out everyday chores and dealing with clients and colleagues.
- Better Job Performance: Learn practical ways for increasing efficiency and effectiveness in your position.
- Networking Opportunities: Seek out peers and professionals in similar professions for support and guidance.
How your company benefits by sponsoring you to this program?
By sponsoring you to this program, your organization will be able to:
- Enhanced client Experience: Improved reception services result in a better first impression and overall client satisfaction.
- Improved efficiency through streamlined administrative procedures and improved time management.
- Professional Image: A well-trained receptionist helps to create a professional and inviting organizational image.
- staff Retention: Investing in staff development can lead to greater work satisfaction and retention.
Here is what some of the previous participants of this program had to say:
“We learnt a lot of new techniques which will help us to implement in our organisation”
“It was brought across to us in a such a way that we have go back and implement”
Beginning of the program:
Each participant has to fill in a pre-training need form to ascertain their expectations that can be catered to by the facilitator.
At the end of the program
Each participant has to submit a Post Training Action plan for implementation and to ascertain the Return on Investment.
