Course Details
Professional Reception Skills
There are currently no upcoming dates for this course.
Professional Development
Customer Service
Victoria University Professional and Executive Development
Level 2, Rutherford House, 23 Lambton Quay, Wellington City
Full Day
9:00am - 5.00pm
9:00am - 5.00pm
$575.00
Early Bird Discount available until 28 days prior to the course start date $517.50 excl GST
Early Bird Discount available until 28 days prior to the course start date $517.50 excl GST
Overview:
First impressions are vital to the success of your business or organisation. This course provides receptionists and front office staff with practical skills and knowledge to ensure they provide a professional and outstanding service to both internal and external clients.
Who Should Attend:
This course is for anyone who has front-line reception and/or customer service duties.
Course Objectives:
-Understand the role, function and attributes of front office or reception staff
-Gain excellent customer service and communication skills
-Evaluate and improve self-management
-Identify reception tasks and perform these for increased efficiency
Course Outline:
The role, functions and attributes of the professional receptionist
-Identify the role, functions and attributes of the professional receptionist
The importance of first impressions
-Recognise the importance of first impressions
-Recognise how the way you present you affects your credibility
Professional telephone techniques
-Different techniques for the best use of your voice
-The phonetic alphabet
Delivering excellence in customer service
-Recognise the importance of customer service
-Handle calls positively from the start to the end of the call
-Deal with cranky customers using the FIRST technique
-Handle messages effectively
Reception functions
-Book teleconference/videoconferences
-Health and safety and emergency procedures and the receptionist's role in these
-Effective meeting organisation and catering
-Ensure the telephone directory is kept up to date
-Create a desk manual
Communication skills
-Identify different behaviour styles and how to best work with each one to reduce conflict
-Developing rapport through effective listening
-Recognising today's business writing trends
Time management
-Planning your time more effectively
-Dealing with interruptions/diversions
-Managing e-mail
-Planning a project effectively
Professional development and presentation
-Career pathways for a receptionist
-Goal setting
-Increase your chances of getting your performance noticed
-Professional associations
Course Format:
This is an interactive workshop with a maximum of 16 participants. The presenter uses a combination of presentation and group activities. You will receive a workbook to take away.
First impressions are vital to the success of your business or organisation. This course provides receptionists and front office staff with practical skills and knowledge to ensure they provide a professional and outstanding service to both internal and external clients.
Who Should Attend:
This course is for anyone who has front-line reception and/or customer service duties.
Course Objectives:
-Understand the role, function and attributes of front office or reception staff
-Gain excellent customer service and communication skills
-Evaluate and improve self-management
-Identify reception tasks and perform these for increased efficiency
Course Outline:
The role, functions and attributes of the professional receptionist
-Identify the role, functions and attributes of the professional receptionist
The importance of first impressions
-Recognise the importance of first impressions
-Recognise how the way you present you affects your credibility
Professional telephone techniques
-Different techniques for the best use of your voice
-The phonetic alphabet
Delivering excellence in customer service
-Recognise the importance of customer service
-Handle calls positively from the start to the end of the call
-Deal with cranky customers using the FIRST technique
-Handle messages effectively
Reception functions
-Book teleconference/videoconferences
-Health and safety and emergency procedures and the receptionist's role in these
-Effective meeting organisation and catering
-Ensure the telephone directory is kept up to date
-Create a desk manual
Communication skills
-Identify different behaviour styles and how to best work with each one to reduce conflict
-Developing rapport through effective listening
-Recognising today's business writing trends
Time management
-Planning your time more effectively
-Dealing with interruptions/diversions
-Managing e-mail
-Planning a project effectively
Professional development and presentation
-Career pathways for a receptionist
-Goal setting
-Increase your chances of getting your performance noticed
-Professional associations
Course Format:
This is an interactive workshop with a maximum of 16 participants. The presenter uses a combination of presentation and group activities. You will receive a workbook to take away.
Presenter:
Robyn Bennett is the Director of Team Link Training Ltd, a business that provides training in office administration to individuals interested in a professional administrative career.
Robyn Bennett is the Director of Team Link Training Ltd, a business that provides training in office administration to individuals interested in a professional administrative career.