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Professional Receptionist Skills

How to create a professional front-of-house and improve receptionist skills

The Professional Receptionist Skills course is suitable for all Medical Receptionists/Front-of-House Team members in veterinary practices, dental surgeries, opticians, and GP surgeries.

As the first person many people encounter in their contact with your business is the receptionist, they have a vital role to play in creating an excellent first impression.

Professional Receptionist Skills Course Agenda 

The Role of the Receptionist

  • What role do professional Receptionists play?
  • Etiquette and awareness
  • First impressions count
  • What makes a good/poor Receptionist?
  • The consequences of poor service
  • The skills of a Receptionist
  • The expectations of internal and external clients
  • Prioritising a busy workload and managing the reception area

Meeting and Greeting Clients

  • Welcoming clients and making an excellent first impression
  • Confident body language and friendly expression
  • Role play

 Client Care

  • Building rapport, matching and mirroring skills
  • Helpful attitude and acknowledging clients’ needs

Communication

  • The importance of good communication
  • Body language on and off the phone!
  • Professional voice, tone and language – positive and negative phrases
  • Active listening skills
  • Effective questioning techniques
  • Assertiveness techniques – passive, aggressive, assertive

Telephone Skills

  • Developing a professional telephone voice
  • Preparing and structuring calls
  • Screening and transferring calls
  • Taking messages
  • Getting the most from enquiries

 Handling upset Clients and Situations

  • Keeping calm under pressure
  • Taking control and leading situations forward
  • Showing genuine interest and empathy
  • Providing alternatives where necessary
  • Practice

Personal Action Plans

Information

Number of delegates: up to 12

You will leave with your own workbook for future reference.

Duration: 1 day (09:30 – 16:30

 

 

 

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What our clients say...

“Karen, your training course definitely exceeded my expectations, and was above and beyond the standard of previous courses I have attended. Your spirit and personality together with the sensitivity you show towards learning needs and goals make for a fantastic few weeks! I would without a doubt recommend anyone to attend your training.”

Course Delegate