Course Overview

What do you do as a receptionist? A receptionist is generally the first person from the organization side to greet the customers or the guests. The clients’ experience with the company starts with the first person they interact with- whether on phone or in person.

If the initial part of the experience is mishandled, the business risks losing the client. This makes the role of a receptionist compelling in the organization. The receptionist is often responsible for setting the tone of interaction with the customers.

A receptionist who’s welcoming as well as knowledgeable will instill a sense of confidence in the client regarding the company’s reputation. Efficient receptionists will converse with the potential clients and attempt to convert them into regular customers with their persuasive skills.

Other than merely greeting the customers, a receptionist plays a much deeper role. Not only do they handle the phone calls, sparing the office from constant ringing but they also prioritize them by filtering out the unimportant ones and delivering messages of the important ones.

They compile all the correspondence and connections in an organized way and present them comprehensively to the concerned executives. Functions such as these tend to enhance the productivity of the business. A resourceful and sharp receptionist can prove to be a valuable asset for any business.

How to welcome the clients? What are the Do’s and Don’ts for interacting with the client? How to discover customer’s expectations? What are the different stages of negotiation with the client? What are the essentials to handling the calls? A receptionist’s task may seem simple but they tend to receive similar challenges on a regular basis in the course of discharging their duties.

In the frenzied corporate sphere, a receptionist is often expected to stand for hours without breaking their friendly attitude which requires immense concentration and focus. Developing these skills requires thorough training for the demanding job of a receptionist.

Zoe Talent Solutions recognizes the burning need organisations have for an adroit receptionist and has thus introduced this receptionist training course. The course intends to inculcate the best practices and techniques within its participants. The aim of the training is to impart basic to advanced receptionist skills that will help the participants deliver exceptional performance in their field.

Emphasis has been laid upon developing long term relationships with the client through reading customer expectations, managing conflicts with clients, resolving front desk issues, etc. The course also discusses communication skills in detail as communication is the key to maintaining a professional demeanour and getting the message across to the client.

The course is a must for any organisation looking to train their receptionist or front desk agents to ensure not only a stellar first impression on the incoming clients but also to promote overall productivity at the office.

Course Objectives

The Receptionist Training Course aims to fulfil the following objectives:

• Develop face of the office- the receptionist- for the clients
• Ensure distinguished first impression on the client either visiting the premises of the business or making phone calls
• Enhance the productivity at the office by filtering visitors and phone calls
• Prepare an organized and comprehensive view of the clients in the order of their importance
• Maintain durable long term relationships with the clients
• Anticipate client needs and act accordingly
• Increase efficiency through conflict resolution skills

Training Methodology

• Interactive sessions and lectures
• Presentations
• Management games
• Role playing/modelling
• Case studies
• Group discussions
• Problem solving sessions

Zoe Talent Solutions follows the ‘Do-Review-Learn-Apply’ model.

Organisational Benefits

Successful completion of the Receptionist Training Course shall benefit the organization in the following ways:

• A professionally trained receptionist will know how to answer calls, take messages, route calls to concerned departments, etc. which will increase efficiency at the office and help in avoiding backlogs
• The business will witness enhanced connectivity between departments thus improving coordination
• More organized office and reduction in chaos through proper scheduling and ensuring timely appointments
• The business will be at an advantage as a competent and polished trained receptionist will help in boosting the company’s professional image

Personal Benefits

Successful completion of the Receptionist Training Course shall benefit the participants at a personal level in the following ways:

• Gain hands-on knowledge regarding running the receptionist area
• It will instill confidence within the participants by developing the necessary skills to become the face of the office
• Development of better communication, persuasive and clerical skills
• Flourish as a multi-tasker by simultaneously handling multiple situations
• Acquire the ability to deal with pressure as the receptionist job is a demanding role
• Develop a creative mindset that will open door to many opportunities
• Gain traction in the career path by becoming more skilled and get an advantage over peers
• Learning to use technology for the job

Who Should Attend?

• Receptionists
• Front desk agent/assistants
• Office clerk
• Office manager
• Office secretary
• Administrative assistant
• Front office managers
• Entrepreneurs and start-up founders

Course Outline

Module 1: Introduction to the Role of a Receptionist

• Front office operations
• Types of receptionists in different industries
• Essentials of being a receptionist
• Role as the gatekeeper- screening of guests and calls
• Use of technology

Module 2: Interaction with the Clients

• Welcoming message
• Recognising the client’s need
• Waiting time

Module 3: Handling the Calls

• Taking messages
• Filtering the calls
• Routing the calls
• Scheduling appointments

Module 4: Communication Skills

• Intent of communication
• Mode of communication
• Recognising communication networks
• Oral communication
• Written communication
• Barriers to effective communication
• Listening skills

Module 5: Body Language and Appearance

• Non-verbal communication
• Etiquettes
• Gesture clusters
• Appropriate dressing

Module 6: Administrative Skills

• Time management
• Handling pressure
• Developing oversight
• Clerical skills
• Organizational skills
• Customer service
• Multi-taking

Module 7: Developing Relationship with Clients

• Acknowledging the client
• Check in frequently
• Feedback
• Ensuring fulfillment of client’s needs
• Ensuring confidentiality

Module 8: Conflict Resolution

• Handling difficult guests
• Negotiation techniques
• Problem solving approach