Courses Details
Course Overview

In today’s world of advanced communication, one is hard-pressed to initiate contact with a company and get a ‘real’ person on the line; this is a valid reason to invest in the front of the house representative – the receptionist.  In just a few seconds this key person can make or break potential business with the caller or visitor.  Since body language supposedly cannot be ‘seen’ over the phone, attitude and voice color the tone of the message the receptionist is conveying.  Also when prospective clients visit they are automatically influenced by the first person they meet – the receptionist; giving them a visual and auditory first impression of the organization.

Course Schedule
Target Audience
Receptionists, secretaries and other administrative support personnel
Course Prerequisites
Good command of the English language and some call handling experience
Expected Accomplishments
  • Project a professional image in person or on the phone
  • Display a high level of confidence, professionalism and positive attitude
  • Greet visitors appropriately and administer to their needs  
  • Be aware of proper telephone protocol for various situations
  • Answer the phone or greet the visitor promptly
  • Put callers on hold and transfer calls with ease
  • Be a communication command center for the organization
  • Keep up to date with activities, events and personnel changes
  • Handle and update information at reception in the form of brochures, posters or computer monitor displays
Course Outline
Creating a welcoming impression for the organization:
The importance of first impressions
Appearance & posture
Verbal & non-verbal cues
Voice in context
Clear pleasant greetings

Interpersonal and people management skills 
Being the eyes and ears for the company 
Answering the phone – getting the basics right
Building rapport in 15 seconds
Managing calls smoothly from person to person
Listening actively
Maintaining composure & patience during trying times
Staying motivated and feeling part of the company team
Becoming a ‘communication command center’

Customer Service
Understanding Customer Service Excellence
External vs. internal customers 
Going the extra mile
First point resolution
Adhering to company protocols & policies

Time & record keeping 
Time keeping best practices 
Reception area neatness
Handling stress at peak times 
Keeping a daily log or diary 
Updating employee contact list and external data lists