FRONT LINE RECEPTION SKILLS

A practical, in depth programme covering professional reception skills and techniques.
Training objectives – the training aims at assisting participants to:
 Appreciate the importance of understanding the organisational requirements in
the context of Reception
 Develop Business Etiquette
 Understand Difficult Customers
 Master Telephone Answering
 Avoid taking complaints personally
 Implement a “Receptionist Plan”
 Develop methods to delight customers
 Develop Communication Strategies
 Handle Stress
 Become better at understanding the process of Company Image, Customer
Behaviour and developing professionalism
 Develop a maintenance and monitoring strategy
Format
An inter-active one day workshop with strong emphasis on telephone etiquette and
professionalism in the workplace.
Instruction includes lecturing, role-play, case studies, class exercises and parcipitative
delegate interaction.

We work across all levels of an organisation – supporting the youth who are trying desperately to get into employment, individuals who need training to help them perform better in their current jobs, equipping them with better skills so that they can be promoted and one-on-one or team-based coaching to help people realise their full potential. When unlocking the power of people inside organisations, the team, department or entire organisation often needs realignment. We have extensive practical experience in organisational development, change management and values and culture embedding to maximise employee engagement, helping organisations to create the right culture to unlock the power of people.