Call us on 01452 221 777
Email us at info@glosenterprise.co.uk
My Cart
Login | Register

Effective Telephonist / Receptionist

Who should attend?

This course is a must for everyone who meets and greets customers, and visitors face-to-face, on the phone or both. It is particularly suitable for all staff who are involved in a frontline position at the reception desk.

Why should you attend?

As the first point of contact, you create a first impression of your organisation that is hard to shake. This course is crammed full of useful tips for creating a great first impression, controlling the situation, choosing the best words, using your best voice and staying calm under pressure. You’ll learn the most effective ways of screening, transferring and blocking calls as well as how to take messages and handle enquiries well.

It’s very common for this role to be treated as a junior one and not very important, but it’s an essential part of your customers’ experience with your company and could be one of the biggest differentiators between you and your competition.

Course outline

  • Who benefits by you becoming an Effective Telephonist/Receptionist? – A look at the importance of this role
  • What makes an Effective Telephonist/Receptionist? – A look a the skills, knowledge and attitudes needed to be outstandingThe importance of first impressions – How long they take and how people form them

  • The impact of your communication – The connection between your body language, voice and words

  • Other people’s calls – How to effectively transfer, screen or block calls

  • Effective message taking

  • Offering to help – Questioning skills and the ‘Funnel Technique’

  • Listening skills – The 5 Rs that will help you listen better

  • Last impressions matter too – How to close the call professionally and follow up effectively

Assessment

Assessment For those seeking recognition for their learning, this course is based on the ILM unit: Meeting Customer Needs. Successful completion of the assignment will result in the achievement in 2 credits at Level 2.

Progression

For those seeking to achieve a qualification at Level 2, you will need to achieve a further 1 credit for the ILM Award or 11 credits for the ILM Certificate.

Cost

Course: £140.00 +VAT

Time & Location

9:30AM until 1:00PM @ Twigworth Business Centre

Available dates

Related Courses

insert-alt

Communication at Work

This course delivered over 2 half-day sessions at our training centre in Twigworth. Communication is essential for any business, and a lack of it can cost a company a great deal – in money, time and bruised egos. On this course you’ll learn why we communicate, the hidden agendas behind what people say, the best communication method to fit the message and the person, and how to choose the best language for the situation so your meaning is clear and understood.

 insert-alt

Planning Your Workload

Please email us at info@glosenterprise.co.uk if you are interested in attending this course and we will let you know the next date. All managers are likely to have targets relevant to their organisation and planning, monitoring and effective resourcing is vital to ensure successful results. Equally important is how to involve and support all team members in an activity. This course will help with a wider understanding of improving performance of the team, effective communication and recording outputs and variances in performance.

 insert-alt

Selling with Ease

This course will be delivered online via Zoom. If you’re thinking “I wasn’t recruited to sell!” we can take that worry away. We will teach you how to sell without appearing too pushy or false, and to look at sales from a completely different point of view. You’ll be shown how to take a proactive approach and how to seek out any additional needs of your customer, rather than bombard them with ‘sales pitches’.