SOFT SKILLS
Kickstart your career with one of our professional training development courses.
Overview
A good first impression counts, and as the initial point of human contact for any business a receptionist needs to create a welcoming yet professional image. After all, a warm greeting by a receptionist can speak volumes about how the company will treat its customers.
Objectives
- Monitoring the maintenance of a clean and safe reception area
- Monitoring the presentation of the reception area
- Monitoring the implementation of security procedures in the reception area
- Dealing with difficult customers
Course Prerequisite
None.
Language of Delivery
English
Delivery Methods
Course is facilitated by a competent subject matter trainer, who utilises a combination of the following techniques to ensure that the session is practical and experiential: Discussion; Role Play; Exercises & Case Studies; Videos/DVD’s; Games, Slide Shows & Written Questions.
Who should attend?
Everyone who deals with customers both telephonically and face-to-face.
Duration
1 Day
Includes:
- Comprehensive Manual
- Lunch & Refreshments (not applicable to on-site training)
- Electronic Certificate (on successful completion of the course)
- Electronic Trainer Feedback Report
- Electronic Delegate Feedback Questionnaire
Course outline
| Module 1 | At the Front Desk Personality of a Receptionist Self-Awareness Duties of the Receptionist How to Greet Customers How to maintain a Clean & Safe Reception area: Implementing Housekeeping Standards Benefits of Good Housekeeping Do’s & Don’ts of Housekeeping Security Procedures to follow in Reception: Access Control (Visitors’ cards) Security of Confidential Documents General Office Security Firearm Procedures Checklist to Monitor Reception Area Actions & Procedures required to rectify substandard areas |
| Module 2 | Professional Grooming Dress Code in Reception Confidence & Self Esteem Positive Attitude |
| Module 3 | Dealing with Difficult Customers Why are People Difficult? How to Handle the Situation Body Language Dealing with Scenes |
| Module 4 | Understand the Concept of Time Management How to Prioritize Tasks in Reception The Importance of Desk Organisation Time Wasters Time Savers How to Delegate Tasks Factors Causing Stress How to Handle Stress |
| Module 5 | Working in a Diverse Environment Racial & Ethnic Differences in the Workplace Physical Differences in the Workplace Gender Differences in the Workplace Sexual Differences in the Workplace |
| Module 6 | How to Handle Conflict in the Workplace Active Listening Compromise/ Consensus Building Confidentiality Office Manners |
| Module 7 | Understand Customer Service Customer Loyalty Personal & Practical Needs of Customers How to Keep our Customers |