Exceptional Receptionist Skills

"Create the right impression & build confidence with customers on reception"

Overall Aim:

The focus of the workshop is to help staff develop a greater understanding of the importance of creating the right impression in their day to day communications with customers over the telephone and on a face to face basis.  Participants will learn how to develop the essential communication skills needed in order to build confidence with customers and deliver a great customer experience at all times.

Who Should Attend:

A practical and interactive one-day workshop, the course is designed for front line staff who regularly communicate with customers and potential customers on a face to face and telephone basis– includes front desk, reception, general staff in customer service, sales, administration, retail and more. 


After completing the workshop, each participant will be able to:

  • Apply highly developed communication skills for improved customer relations
  • Present a professional image, create a powerful presence and portray the right attitude
  • Understand the power of body language to influence customers on a face to face basis
  • Present a professional image and create the right impression even under pressure
  • Deal with large groups of people calmly and professionally using effective eye contact
  • Apply highly adaptable skills to communicate with confidence over the telephone
  • Introduce themselves to customers with pleasant greetings and helpful information
  • Be able to know how and when to control the call
  • Learn to really listen to customers and understand what they really need
  • Become more assertive in asking the right questions and getting customer feedback
  • Talk to customers in their own language using the right tone of voice 
  • React and attend to the customers’ expectations and needs
  • Build trust with the customer, whilst portraying a helpful and friendly impression
  • Manage customer complaints and difficult situations in a confident and competent manner
  • Provide a more personalised service generating happier customers

Workshop Content:

  • The essence of professional communications in business
  • Communicate effectively with customers when managing reception
  • Deliver great first impressions for influencing a customer
  • Manage the right attitude for good customer relations
  • Understand the power of body language in communication
  • Deal with large numbers of people confidently using effective eye contact
  • Use the telephone effectively and professionally to create great impressions
  • Portray a powerful presence and the right attitude in the essential “meet and greet”
  • Know when and how to manage telephone calls whilst managing distractions
  • Essential and active listening skills and the importance of showing empathy
  • Understand the customer’s needs - ask the right questions to meet expectations
  • Assertive behaviour  – the appropriate behaviour for interacting with customers
  • Talk in the customers language
  • Tone of voice – it’s not what we say, it’s how we say it
  • Manage customer complaints and difficult situations positively for on-going relations

Training method:

The training will take the form of a one–day workshop, with group discussions, exercises and feedback based on individual/group needs.  Each participant will receive a workshop manual.

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