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Reception Etiquette

Reception Etiquette


3 hours


This workshop will help participants understand the importance of the Receptionist role within an organisation and how to present and communicate in a professional manner as well as work efficiently and effectively to succeed in this vital role. 

Workshop Outline:

Reception Etiquette (phone based)

  • Understanding the importance of the Receptionist role within an organisation

  • First impressions (creating a positive first impression both over the phone and in person)

  • Phone greeting (tone, enthusiasm and spiel)

  • Confidence (demonstrating confidence in your voice and communication)

  • Showing urgency (getting to the point quickly)

  • Listening

  • Asking a client to hold

  • Transferring calls professionally

  • Taking and passing on phone messages (timeframes, expectations, details)

  • Ending a call politely and professionally

Reception Etiquette (face-to-face)

  • Importance of presentation (personal and reception)

  • First impressions (creating a positive first impression face-to-face)

  • Greeting (eye contact, tone, smiling)

  • Juggling phone calls and face-to-face customers

  • Ensuring positive/professional experience

  • Positive body language

Customer Service

  • Understanding service relationships and the Receptionists impact on the overall customer experience

  • Do’s and don’ts in customer service

  • Managing and exceeding customer expectations

  • How to deal with angry/difficult clients

  • Building fast and exceptional rapport

  • Respond to complaints with the right emotions for the situation and maintaining confidence

  • Understanding what factors are contributing to customers difficult behaviours

  • Know the right type of questions to use at the right time to get the information you need to help your customers

  • Review, assess and improve each service interaction


  • Customer Relationship Management systems

  • Outlook and organising emails

  • Organisation tips and tricks

  • Preparing for meetings

  • Productivity tips

​Number of participants:

Maximum 8

Contact us for more information here