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THE PROFESSIONAL RECEPTIONIST

Course Synopsis:

All organisations have one important opportunity to create a good first impression with clients – when the Receptionist answers a call or greets a visitor. This means Receptionists are an important, but often under-rated member of the team. Receptionists themselves often do not realise that first impressions count and that judgment of a business and the competence and professionalism of its people, product and service is based on a caller’s/ visitor’s interaction with the receptionist’s skills. Or they don’t understand what good customer service or professional behaviour is and what it is not: ensuring that they do, will have a marked positive effective on customer relationships.

The receptionist is the face and voice of the organization initially. A caller dealt with professionally could mean a cordial relationship is easily initiated and this could lead to a valuable client-provider relationship being formed. So the performance of the receptionist is invaluable to the overall success of an organisation and can even set the tone and foundation for the new business relationship.

This interactive, practical two-day workshop covers all aspects of the role, including ensuring an understanding of:

Communication skills
Voice and its effect
Listening skills
Dealing with difficult people
Assertiveness
Understanding the business and its working environment
Understanding basic business functions
Understanding basic business terminology
Understanding corporate culture
Understanding customer service
Projecting a professional image of self and organisation

Level of Course:

This two-day comprehensive course will provide attendees with a thorough understanding of the less obvious, but more important aspects of the Receptionist’s job and can be regarded as being at NQF Level 4.

Target Market:

This course is suitable for all those who:

aspire to be Receptionists
act as relief Receptionists
act as Receptionists, but have not had comprehensive training in some of the more difficult ‘soft skills’ aspects of the job
supervise Receptionists and would like to undertake coaching and mentoring of Receptionists

Outcomes:

The course is aimed at ensuring attendees are able to attend to all aspects of the Receptionist’s role in a professional, controlled manner. Specific outcomes are indicated by the topics covered, i.e.:

Communication skills
Voice and its effect
Listening skills
Dealing with difficult people
Assertiveness
Understanding the business and its working environment
Understanding basic business functions
Understanding basic business terminology
Understanding corporate culture
Understanding customer service
Projecting a professional image of self and organisation

Benefits:

Role plays and other experiential learning methodologies
High level, qualified, experienced facilitator
Thorough understanding of the importance and need for professionalism at the reception desk
Thorough understanding of the more difficult aspects of performing the role of the Receptionist
Practical tips and advice relating to the Receptionist function
Learn from the experiences of others
Overcome communication hurdles
Understand how to win others over
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