Corporate Receptionist Skills Training

Objective:

The Receptionist Training Course aims to fulfil the following objectives:

• Develop face of the office—the receptionist—for the clients
• Ensure distinguished first impression on the client either visiting the premises of the business or making phone calls
• Enhance the productivity at the office by filtering visitors and phone calls
• Prepare an organized and comprehensive view of the clients in the order of their importance
• Maintain durable long-term relationships with the clients
• Anticipate client needs and act accordingly
• Increase efficiency through conflict resolution skills

Content:

Introduction to the Role of a Receptionist

• Front office operations
• Types of receptionists in different industries
• Essentials of being a receptionist
• Role as the gatekeeper—screening of guests and calls
• Use of technology

Interaction with the Clients

• Welcoming message
• Recognising the client’s need
• Waiting time

Handling the Calls

• Taking messages
• Filtering the calls
• Routing the calls
• Scheduling appointments

Communication Skills

• Intent of communication
• Mode of communication
• Recognising communication networks
• Oral communication
• Written communication
• Barriers to effective communication
• Listening skills

Body Language and Appearance

• Non-verbal communication
• Etiquettes
• Gesture clusters
• Appropriate dressing

Administrative Skills

• Time management
• Handling pressure
• Developing oversight
• Clerical skills
• Organizational skills
• Customer service
• Multi-tasking

Developing Relationship with Clients

• Acknowledging the client
• Check in frequently
• Feedback
• Ensuring fulfillment of client’s needs
• Ensuring confidentiality

Conflict Resolution

• Handling difficult guests
• Negotiation techniques
• Problem-solving approach