Top Notch Receptionist
Duration
1 day
Target Audience
This highly practical workshop is specifically for those who have a front desk position, greeting visitors or answers the telephone on behalf of an organisation. The focus is on creating the right first and lasting impression for visitors and callers.
This workshop is also available as a one to one on site coaching session and has the option of including a 'mysatery shop' to collect material for the workshop.
Key Objectives
At the end of the workshop delegates will be able to:
- Greet visitors professionally and warmly
- Analyse what polish they and their organisation needs in order to present a positive image
- Manage aggressive callers or visitors professionally and calmly
Outline
- The receptionist role
- Managing reception – who are you providing a service to?
- Presenting the right image through appearance and behaviour both face to face and on the phone
- The essentials of memorable service
- Dealing with difficult people and situations
- Understanding assertive, aggressive and passive behaviour
- Action plan
