Receptionist Skills QLS Level 2

Becoming a highly-skilled receptionist requires excellent communication skills, the ability to provide good customer service, and an aptitude for multi-tasking. This course will enable you to gain an in-depth knowledge of the role. You will learn a variety of approaches and methods for various receptionist duties, giving you the skills to perform and deliver with confidence. The breadth of this course means you can develop transferable skills to work as a receptionist in virtually any setting. In each module, you will have the opportunity to develop the key skills you will need for success.

Course Content

Unit 1 Effective communication

• Verbal communication processes
• Describe how non- verbal communication can influence interaction
• Key recipient expectations during communication
• Communicating with recipients

Unit 2 Information technology

• Main principles of computer operation and use
• How data is stored
• Principles of information management technology
• Key software used in typical reception systems

Unit 3 Messaging and note taking

• Explain how messages are taken, recorded and conveyed.
• Different messaging mediums
• How to take general notes
• Key principles for prioritising messages

Unit 4 Telephone communication: two-way interaction

• Main principles of telephone communication
• Appropriate dialogue to use when communicating by telephone
• How complex telephone systems may affect interaction
• Key principles in prioritising calls

Unit 5 Customer care

• The customer centred model
• Key processes and protocols for effective customer care
• Barriers to effective customer care
• Range of practical applications to resolve customer care issues

Unit The reception workstation and team working

• The importance of workstation layout related to function
• Prioritising tasks within a central workstation
• Main principles of team working
• Main principles for maintaining effective customer care within a team context