Objectives
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.
Duration & Attendees
ONE DAY
Number of delegates: up to 12
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
