Course description
Professional Receptionist Skills – Classroom or Live Virtual Classroom
A Professional Receptionist serves as the "face of the organisation," and their interactions with visitors and colleagues reflect the organisation's culture.
Hamilton Mercer’s Methodologies™ enable receptionists to make a positive and welcoming impression while effectively managing their daily responsibilities.
Upcoming start dates
Suitability - Who should attend?
This course is designed for receptionists at all experience levels and seniority who want to learn best practice techniques and refresh their skills. It is also suitable for individuals aspiring to become receptionists or currently working in the reception or front-of-house areas.
Outcome / Qualification etc.
Certification: CPD Accredited Course
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
Training Course Content
Learning Objectives
Upon completing this course learners will be able to:
- Create an excellent first impression when meeting and greeting visitors.
- Demonstrate exceptional communication and customer service skills.
- Apply a professional telephone manner when handling callers.
- Effectively prioritise administrative duties and manage the reception area.
- Maintain privacy and discretion in the reception area.
Return on Investment
Performance outcomes include:
- Communicate company values effectively.
- Enhanced reputation and customer loyalty - perceived as true professionals.
- Engaged workforce - greater self-awareness, confidence and positivity.
- Happier teams enjoy improved internal communications and relationships.
- Uplifted behavioural consistency and efficiency.
Module 1: Effective Communication: Verbal & Non-verbal Skills
Learning Outcomes
- Increase self-awareness, confidence and professionalism.
- Become a more believable, persuasive and influential communicator.
- Consistently communicate a responsive (can-do) approach.
Methodologies
- ‘Believability’ of Communication
- Factors of Body Language & Voice
- Using Positive and Persuasive Language
Module 2: Creating Exceptional Impressions / Multitasking
Learning Outcomes
- Make an excellent first and last impression.
- Establish the needs of new visitors and show recognition to regular visitors.
- Handle telephone callers and face to face visitors simultaneously.
Methodologies
- First Impressions: Meeting and Greeting Visitors
- Proactive Acknowledgment
- Last Impressions: Friendly and Memorable Farewells
Module 3: Telephone Manner & Etiquette
Learning Outcomes
- Create a welcoming and professional first impression.
- Improve the structure and timeliness of calls and take insightful messages.
- Apply the correct levels of assertion and professionalism with sales calls.
Methodologies
- Screening Calls
- Effective Message Taking
- Handling Unsolicited Sales Calls Assertively
Module 4: Core Receptionist Responsibilities
Learning Outcomes
- Manage the aesthetics and comfort levels in your reception area.
- Maintain confidentiality in the reception area.
Methodologies
- Managing the Reception Area
- Confidentiality in the Reception Area
Course delivery details
Classroom, Virtual Classroom, In Company, Blended
Why choose Hamilton Mercer
UK's leading provider of Customer Service and Personal Development learning
Over 250,000 learners trained
Founded in 2007
Reviews
Average rating 4.8
I enjoyed the course and found it very useful, now I will be more confident when speaking over the phone.
The course was really good and our trainer was positive and motivating. She worked around when we had to have some breaks in the room and still delivered all the relevant inform...
Expenses
Option 1: Scheduled Courses
- Location: Covent Garden, London
- Live Virtual Training: from £395+vat per learner.
- Classroom Training: from £495+vat per learner.
Multiple booking discounts and charitable discounts are available. Please contact us for further information.
Option 2: Tailored In-house Training
- Location: Your choice (worldwide).
- Live Virtual & Classroom Training: please contact us for pricing.
Request info
Hamilton Mercer
We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer CPD Accredited courses at your offices - worldwide or...
I found the course really informative and it has given me a new perspective on how to be a confident receptionist I have also learnt how to align my body language with my voice...