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
- Building rapport, matching and mirroring skills
- Helpful attitude and acknowledging clients’ needs
- 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
- 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
Personal Action Plans
Number of delegates: up to 12
You will leave with your own workbook for future reference.
Duration: 1 day (09:30 – 16:30