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Professional Receptionist Training

 

Introduction

As the face of the organisation and the first point of contact for internal and external customers, receptionists must provide a professional impression and manage the reception area effectively.

 

Who Should Attend?

• New receptionists who want to learn best practice receptionist skills

• Experienced receptionists who want to refresh and update their skills

• Staff who provide temporary cover and support to the reception area

• Individuals who would like to improve their performance when interviewing for a receptionist role

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Next Scheduled Courses:

Date Location Length Price Status Book Course
January 10th London 1 day £275+vat Available Book Online
February 1st Birmingham 1 day £275+vat Available Book Online
February 6th Manchester 1 day £275+vat Available Book Online
View all dates here

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Course Topics

Meeting and Greeting Visitors

  • Making an excellent first impression and communicating company values effectively
  • Establishing the needs of new visitors and showing recognition to regular visitors
  • Managing the reception area and keeping visitors informed

 

Multi-tasking

  • Handling telephone callers and face to face visitors simultaneously
  • Prioritising administrative duties, booking appointments and managing ad-hoc tasks
  • Keeping calm under pressure and avoiding behaviour that could be misinterpreted

 

Communication and Customer Service Skills

  • Developing a positive attitude and mindset
  • Positive body language and facial expressions to make yourself more approachable
  • Using voice, tone and language to build trust and confidence
  • Active listening, effective questioning, empathy and rapport building techniques

 

Handling Difficult Situations

  • Keeping calm when dealing with abusive people on the telephone and face to face
  • Managing expectations, complaints and difficult behaviours
  • Delivering bad news constructively
  • Assertiveness techniques to make requests and to say no with confidence


Telephone Manner and Etiquette

  • Developing a professional telephone voice and using the correct phrases
  • Screening enquiries, placing callers on hold correctly and taking accurate messages
  • Handling sales calls assertively

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Delivery Style


• Interactive practicals including group discussions, exercices, and case study examples.

 

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Learning Formats

 

Option One: Tailored In-house Training (Suitable for Groups of Staff)

 

Our Approach: A comprehensive seven-step approach enables us to identify your requirements, and then carefully tailor course topics and post-training reinforcement support tools to suit your needs.

Length: Tailored to your needs – bite-sized 90-minute sessions; or half-day, full-day, or two-day courses.

Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (where appropriate). Training is available seven days a week, and there is no additional charge for weekend training.

Group Size: Flexible.

 

Discuss your requirements with one of our experts. Call 0800 121 4660 / 0208 445 9625, or complete an enquiry form.

 

 

Option Two: Scheduled Courses (Suitable for Individuals and Small Groups)

 

Our Approach: Learners and their line manager (where appropriate) complete questionnaires prior to the course, to establish key development areas. Learners complete personal action plans throughout the course to support the post-course reinforcement of new skills.

Length: 1 day (9.30am – 4.30pm).

Locations / Availability: Regular courses in London, Birmingham and Manchester (dates listed below).

Group Size: Average of just six Learners per course (maximum of eight), led by experienced Trainers in a friendly learning environment. Because of the low numbers, plenty of personal attention is given to each Learner.

Refreshments: Lunch and refreshments are provided.

Awards: Certificate of Training presented on completion and course manual included.

 

London Training Centre: 20 Mercer Street, Covent Garden, London WC2H 9HD.

Course Date Length Price Status Book Course
2017 Dates        
December 14th 1 day £275+vat Fully Booked
2018 Dates        
January 10th 1 day £275+vat Available Book Online
January 30th 1 day £275+vat Available Book Online
February 22nd 1 day £275+vat Available Book Online
March 14th 1 day £275+vat Available Book Online
April 3rd 1 day £275+vat Available Book Online
April 26th 1 day £275+vat Available Book Online
Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

 

Birmingham Training Centre: 43 Temple Row, Birmingham. B2 5LS.

Course Date Length Price Status Book Course
2018 Dates        
February 1st 1 day £275+vat Available Book Online
April 3rd 1 day £275+vat Available Book Online
May 30th 1 day £275+vat Available Book Online
Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

 

Manchester Training Centre: Centurion House, 129 Deansgate, Manchester. M3 3WR.

Course Date Length Price Status Book Course
2018 Dates        
February 6th 1 day £275+vat Available Book Online
April 4th 1 day £275+vat Available Book Online
May 31st 1 day £275+vat Available Book Online
Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

 

Special Offers: Multiple bookings discounts are available and we also offer discounts for Charities and Social Enterprises.

 

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Clients Include

Call 0800 121 4660
Email
info@hamiltonmercer.co.uk
Enquiry form Click here

Online Booking form Click here

“The trainer had the ability to relate to any situation and created some fantastic bespoke solutions. Excellent - thank you”.

Receptionist
Jaguar Land Rover

 

“I found the course very interesting, I have learnt the way to ask the correct questions, how empathy is extremely important”.

Receptionist
Mace

 

“A very good course with realistic role plays and scenarios. The trainer had a real grasp of the subject matter”.

Reception Services Manager
Hammersmith & Fulham Homes

 

“The receptionist training course was excellent. Refreshing ideas on how to provide professional customer / client service.”

Front of House Security Representative
Securitas

 

The course was very positive. I have learnt a lot that will help me in the future to achieve the best in my job role. I definitely feel more confident to be able to do my job role and I thought the trainer was excellent".

Receptionist
Rushey Mead School

 

I found the course beneficial to my role, to brush up on my reception techniques and bad habits i.e. the wrong use of words etc. The role plays very useful and listening to other reception roles. The trainer was very approachable and helpful with knowledge and helpfulness in all areas”.

Receptionist / Business Support
West Midlands Police

 

“Our receptionist has taken on board the advice given, and am pleased to say that she has made an immediate improvement. Many thanks for your help”.

Human Resources Manager
Yamaha

 

“The receptionist course was excellent, I have learnt so much. Body language is so important! My communication level prior to the course was adequate but now after the course I would describe it as very good. The trainer was absolutely brilliant. I wouldn’t change a thing”.

Receptionist
Twynham Housing Association

 

“The course was excellent, It will help me a lot when applying for receptionist roles as I now have the techniques and skills of an extremely good receptionist. The interview techniques were most beneficial”.

Personal Booking

 

“I have found the session very beneficial. I feel I have learnt how to perform in terms of managing an efficient Reception desk”.

Receptionist
Advent Group

 

“I really enjoyed this course. Susan is an excellent trainer, she is very interactive and very good at explaining things and is able to show examples of situations. I think using role play and assessing each individuals needs makes the training much more personal".

Corporate Receptionist
Ashurst LLP

 

“I found that the course was very useful – especially in relation to message taking and dealing with foreign callers. I will use the techniques given to slow callers down and deliver exceptional customer service at all times in keeping with the companies ethos”.

Admin Assistant
Appleyard Lees

 

“The course was very interesting and informative. I really enjoyed the day and will definitely be putting the new skills and techniques into practice”.

Reception Supervisor
Santander

 

“This is an excellent course. I have learnt a lot through the role play exercises, particularly dealing with difficult sales calls”.

Receptionist
Mondrian Investment Partners

 

Professional Receptionist Training