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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...

“I’d just like to thank you for your amazing work last week, after spending four days putting my training into action, I’ve had a most successful week. What an enormous difference a few strategically placed questions to certain people make”.

Territory manager for Agricultural wholesaler

“Great person to work with, would recommend her services any day. Certainly opened my eyes to various techniques that have given me more confidence when approaching people, and the ability to turn this into sales.”

Naomi Jarman