Course Outline

Module 1: Role of the Exceptional Receptionist

• Understanding the receptionist as the face of the organization
• Exploring roles: communicator, problem solver, and educator
• Knowing your organization, products, and people
• Exhibiting professional excellence and customer care
• Case Study: Analyze a receptionist’s impact on customer perception

Module 2: Communication and Customer Service

• Developing effective listening and customer care skills
• Using clear and courteous verbal communication
• Managing expectations with respect and professionalism
• Applying non-verbal communication techniques
• Case Study: Handle a customer inquiry scenario

Module 3: Telephone and Interaction Skills

• Mastering telephone etiquette and skills
• Handling multiple calls and prioritizing tasks
• Speaking clearly and managing call flow
• Building rapport with callers and visitors
• Case Study: Manage a challenging phone interaction

Module 4: Handling Difficult Situations

• Dealing with difficult people and resolving conflicts
• Maintaining professionalism under pressure
• Using problem-solving skills to address complaints
• Managing stress in high-pressure situations
• Case Study: Resolve a difficult customer scenario

Module 5: Professional Image and Development

• Developing a professional image through dress and demeanor
• Using body language and eye contact effectively
• Creating a personal action plan for skill development
• Reflecting on feedback and continuous improvement
• Case Study: Present a professional receptionist profile