Reception Etiquette

Duration:

3 hours

Content:

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

Administration