Solomon People Solutions

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.

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Medium of Instruction: English
Duration of the program: 16 hours

Description

By the end of the training course, participants will be able to: 

  • Recognize the benefits of good customer service and how essential it is to the reputation and success of the organization.
  • Identify the characteristics of a professional receptionist and the importance of projecting a professional image at all times.
  • Understand how essential body language and listening skills are in the communication process.
  • Recognize who are their customers and their position in the organization.
  • Build rapport with customers and exceed their expectations.
  • Handle difficult callers gracefully
Who Should Attend this program?

Those employees who perform the tasks within a receptionist or front desk position, wishing to improve their skills, or those who are new to, or about to be appointed to such a position. 

Program Outline

The role of the receptionist 

  • Guardian of the reputation and success of the organization 
  • Characteristics of a good receptionist 
  • The importance of a professional image 

2    Customer care skills 

  • Why is customer service so important? 
  • What is good customer service? 
  • What are the benefits? 
  • Who are your customers? 
  • Managing and exceeding expectations 

3    Essentials of Communication 

  • The 3-main component of communication 
  • Why building rapport with your customers is so important 
  • Using body language appropriately 
  • Using effective listening skills 
  • Using effective questioning techniques 

Essential Telephone Skills   

  • Telephone Skills Self Diagnostic Test   
  • Inappropriate Language/Phrases Exercise   
  • Effective Telephone Communicators   
  • Poor Telephone Communicators 
  • The four P’s of voice 
  • Handling incoming calls  
  • Message taking 

5   Dealing with difficult people and situations 

  • The three-step process for being more assertive 
  • How to say ‘no’ – nicely! 
  • How to stay calm throughout the day 

6   Stress  

  • Identifying Stress 
  • Stress Busting Techniques 
  • Activities to Practice Using the Techniques 

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    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.