Course Objectives:

• What is a receptionist? We will define the nature of the role, and explain exactly what a front of house receptionist is
• How to be prepared for literally anything – one day is never the same as the next
• Being the face of the company – what you need to do, how you need to do it, what you need to wear, and how you need to present yourself
• A general overview of the duties of a receptionist
• The power of a positive first impression. We will discuss first impressions countless times throughout this course; however, understanding the importance of this and how to do it is at the core of being an effective and high quality receptionist.
• The different types of receptionist roles there are in the job market, and why there are subtle differences between them
• Legal receptionists
• Medical receptionists
• Educational institute receptionists
• Tourism receptionists, e.g. hotels/apartments etc.
• General receptionists – everything else in-between
• The principles to create a powerful first impression. How can this be done?
• The principles to confirm how your message comes across. How can you check the message received is the correct one?
• How to use voice, tone, and language to build trust, credibility, and confidence
• How can you identify the customer’s needs?
• Learning to listen – an important part of interpersonal skills
• Handling difficult customers and difficult situations
• Delivering bad news constructively

And many many more!