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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

 

Learning Outcomes / Content

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

Learning Formats

Option 1: Tailored In-house Training (Suitable for Groups of People)

• Locations/Availability: Delivered at your premises, UK / Worldwide, seven days a week.

• Our Approach: Comprehensive seven-step approach to identify your requirements, tailor course content and design post-course reinforcement tools.

• Length/Timings: Flexible. 90min bite-sized sessions, half-day, full-day, or two-day courses.

• Group Size: Flexible.

Call us to discuss your requirements on 0208 445 9625, or complete an enquiry form.

 

Option 2: Scheduled Courses (Suitable for Individuals / Small Groups)

• Locations / Availability: Regular courses in London (dates listed below).

• Our Approach: Questionnaires to establish key development areas. Personal action plans to support skills reinforcement.

• Length/Timings: 1 day (9.30am – 4.30pm).

• Group Size: Average of 6 delegates (maximum of 8). Led by friendly and experienced facilitators. Plenty of personal attention given.

• Refreshments: Breakfast, lunch and refreshments provided throughout the day.

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

 

London Venue > 20 Mercer Street, Covent Garden, London WC2H 9HD.

2019 Dates Length Price Status Book Course
July 24th 1 day £275+vat Available Book Online
September 4th 1 day £275+vat Available Book Online
November 7th 1 day £275+vat Available Book Online
 

Birmingham Venue >43 Temple Row, Birmingham. B2 5LS.

2019 Dates Length Price Status Book Course
November 14th 1 day £275+vat Available Book Online
 

Manchester Venue > Centurion House, 129 Deansgate, Manchester. M3 3WR.

2019 Dates Length Price Status Book Course
October 9th 1 day £275+vat Available Book Online
 

Additional Dates: Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

Special Offers: Discounts for Multiple bookings, Charities and Social Enterprises.

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Our 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

 

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

Front of House Security
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

 

“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

 

“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