The Radiant Receptionist (2 Days)
- This event has passed.
This workshop aims to assist newly appointed receptionist to understand the importance of her role and to acquire the skills and attributes
of a confident and efficient frontline person.
Who is this course for?
Any receptionist or frontline person who is interested in improving their efficiency levels and gaining a better understanding of the
importance of the receptionist may attend this workshop.
Pre-requisites
- None
Objectives
- Understand the function of the receptionist
- To manage a clean, safe and welcoming reception area
- To understand how to deal with both external and internal customers
- Effective communication
- To educate on the importance of exceptional customer service
Course contents
The importance of the receptionist
- Establishing key performance areas
- Service level agreements
- Characteristics of a professional
- Personality and projecting the right image
First Impressions are lasting
- Maintain a clean and safe reception area
- First impressions – our image and that of the company
- Introductions
- The importance of great customer service – making
customers feel welcome and important.
Managing the Reception area
- Organise the reception area to provide a welcoming and
functional environment - Ethics and etiquette
- Defining the “customer” – internal and external customers
- Screening customers at reception
Communication Skills
- The communication process
- Telephone etiquette
- Communication barriers
- Effective communication
- Communicating with a diverse audience
- Body language
- Making conversation in a business setting
Personal effectiveness for the receptionist
- Understanding the various personality types
- Getting organized at your desk
- Managing your time
- Stay calm under pressure and make effective decisions
- The power of charm
R5,450