Reception perfection!
The open event
A unique half-day workshop
The often-used phrase, ‘just the receptionist’, completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation.
This half-day programme with Candy Bowman has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect.
It will also help you get the most out of your working day.
Candy Bowman
Dates to book
Venue: British Dental Association, 64 Wimpole Street, London, W1G 8YS
Dress code: smart casual
Reception perfection!
Learning objectives
There are six key reasons to take part in this workshop. It will help you:
- See your role in a new light
- Develop your communication skills
- Deal with different types of customer and situation
- Boost your confidence
- Cope in a pressurised environment
- Get more satisfaction from your working day
Who should attend?
- Any staff who are relatively new to the role
- More experienced staff who would welcome a refresher to consolidate their skills
- Anyone who has to provide occasional cover for reception
Format
A thoroughly enjoyable, very practical and relaxed half-day session (9.30 – 1.00), led by one of our most popular trainers.
Expert trainer
Candy is a highly experienced trainer who focuses relentlessly on ‘Putting a Smile on the Customer Interface’. She is particularly experienced in telephone-based customer service and receptionist skills training. With a background in media sales and the music industry, her clients come from an impressive range of sectors including legal services, media, leisure and hospitality, telecommunications, software systems, healthcare, engineering and the events industry. Feedback from Candy’s ‘Reception perfection!’ programme is always very positive, as the following comments from participants show:
‘Brilliant!’
‘Candy is so professional. Makes everything seem possible.’
‘Very professional. Went so quickly because I enjoyed the training.’
‘Learnt a lot on subjects that I wouldn’t think to ask about.’
‘Invaluable tips and suggestions to improve how you do your job and handle yourself at reception.’
‘Candy was very knowledgeable, very professional and a pleasure to learn from.’
‘Very, very good, interactive and lively. Answers questions raised with examples which really helps.’
Workshop outline
1 Taking a fresh look at your role
- Why is a receptionist so important?
- The challenges of 21st century communication
- What makes an excellent point of Reception?
- The importance of service standards
- Who are our customers?
- Good, bad and neutral ‘micro moments’
- As a customer, how do you like to be treated? What makes people feel valued?
2 Communication mix
- Differences between face-to-face and over the telephone
- The importance of first impressions
- Understanding body language and facial expression
- Conveying welcome and efficiency
- Voice and words
- How accurate are your listening skills?
- Taking and leaving messages
3 Confidence, assertiveness and dealing with difficult situations
- How to look, sound and feel confident
- Coping in a pressurised environment
- Recognising different styles of behaviour – aggressive, passive and assertive
- Dealing with challenging situations
4 Pulling it all together
- Summary of key learning points
Dates to book
Venue: British Dental Association, 64 Wimpole Street, London, W1G 8YS
Dress code: smart casual
This workshop can also be run as a half- or full-day programme on an in-house basis. Click here for more details.
If you’ve got any requirements at all around reception training, please just give us a call on 01582 463464 to talk it through.