A major part of being a receptionist is answering incoming calls. It is important to maintain a certain level of professionalism while handling every call. This lesson doesn’t just cover how to answer the phone but also the steps necessary to handle specific situations and telephone etiquette. During this lesson we will discuss:

• Taking Calls

• Dealing with Difficult Questions

• Screening Calls

• Putting Callers on Hold

• Transferring Calls

• Saying Someone is Unavailable

• Taking Messages

• Taking Caller Information

• Saying You Cannot Help

• Ending the Call

After watching the lesson video, there are some reference materials and a test that will help you practice and become better at taking incoming calls.

When you’re ready, hit the play button on the video, so you can get started feeling more comfortable when answering calls.

Receptionists sometimes need to make outgoing calls when working at the front desk. Throughout this lesson, we will cover how to make outgoing calls and how to deal with certain situations.

• Initiating Calls

• Asking for Somebody

• Giving Reasons for Your Call

• Asking for Information

• Leaving Messages

• Asking About Availability

• Ending the Call

After watching the lesson video, there are some reference materials and a test that will help you practice and become better at taking incoming calls.

When you’re ready, hit the play button on the video, so you can get started feeling more comfortable when answering calls.

You may be required to schedule appointments while working as a receptionist. In this lesson, we will talk about some things you need to keep in mind while scheduling appointments and what to say in each situation. Here is a list of the topics that will be covered throughout this lesson:

• Offering to Schedule an Appointment

• Telling the Time

• How to Say Dates

• Finding an Appropriate Time and Date

• Checking to See if a Person is Available

• Making Sure Someone Knows How to Get to the Office

• Confirming Appointments

• Rescheduling Appointments

• Cancelling Appointments

After watching the lesson video, there are some reference materials and a test that will help you practice and become better at scheduling appointments.

When you’re ready, hit the play button on the video, so you can get started feeling more comfortable when scheduling appointments.

Part of working at the front desk of any company means dealing with incoming and outgoing deliveries.

Responsibilities in this area include interacting with couriers and postal workers, tracking shipments, sorting and distributing mail and much more.

This lesson will cover:

•Receiving Deliveries

•Sending Deliveries

•Making Special Requests

•Tracking Deliveries

•Organising and Distributing Post

•Informing Colleagues about Packages

By the end of this lesson, you will be able to confidently and efficiently deal with deliveries and other correspondence in your office.

When you’re ready, hit the play button on the video, so you can get started feeling more comfortable when dealing with deliveries.

A major part of a receptionist’s job includes receiving quests. You are the first person people see and interact with when they enter your company’s office, therefore it is important to maintain a level of professionalism and hospitality.

In this lesson, we will cover:

• Greeting Guests

• Asking Visitors Who They Have An Appointment With

• Taking Guest Names

• Informing Colleagues They Have a Visitor

• Saying The Other Party is Coming

• Asking Visitors to Wait

• Guest Hospitality

• Small Talk

• Showing Guests Around

At the end of this lesson, you will be able to deal with visitors to your company confidently by making them feel comfortable and looked after.

When you’re ready, hit the play button on the video, so you can get started on learning how to courteously receive guests at the office.

There may be a time when people will need directions somewhere, this could be to somewhere in or outside the city, your company’s office or somewhere within its halls. Part of your role as a receptionist will be able to be helpful, and in being so, ensuring that people are able to reach where they are going.

Nowadays, getting somewhere is much easier because of the internet and GPS devices in our smartphones, so you may not always have to give directions to places, although it is still useful now and then.

In this lesson, we will cover:

• Asking where someone is coming from

• Asking how someone will be travelling

• Giving Directions to the Office

• Giving Directions Inside the Office

• Showing Guests Around

At the end of this lesson, you will be sure that the people you talk to reach their destination without any complications.

When you’re ready, hit the play button on the video, so you can get started on learning how to give people directions to and around the office.

Aside from communicating with people from the outside world, you will also be expected to be able to communicate with your colleagues. This can be anything from social interactions to talking about work related issues.

In this lesson, we’ll cover the following topics:

• Relaying Messages

• Asking for Assistance

• Asking for Suggestions

• Making Requests

• Promising Action

• Small Talk

At the end of this lesson, you will be able to interact with your co-workers without any complications.

When you’re ready, hit the play button on the video, so you can get started on learning how to interact with your co-workers at your office.

This lesson will focus on making bookings, orders and other arrangements via the telephone. While most reservations can be made via the internet nowadays, it is likewise important to be able to make them on the telephone as well.

This lesson will cover the following points:

• Requesting a Taxi

• Booking flights

• Booking Accommodation

• Booking Tables at Restaurants

• Booking Rental Cars

• Ordering Food to the Office

• Ordering Office Supplies

• Providing Credit Card Information

• Requesting a Serviceman

By the end of this lesson, you will be able to make orders and book tickets as well as make reservations via the telephone without any troubles at all.

When you’re ready, hit the play button on the video, so you can get started on learning how to make orders and bookings.

As you probably already know, working as a receptionist requires to you be able to interact with people on various levels. From face to face contact to communicating with the people who call into the office. It will also be necessary for you to correspond with people and companies via email and letters.

In this lesson, we will discuss different types of correspondence that you will be required to carry out as part of your responsibilities as a receptionist.

Throughout this lesson, we will cover the following topics:

• Writing Styles

• Greetings

• Giving A Reason For Writing

• Referring To Attachments

• Inviting People

• Confirming

• Rescheduling Appointments

• Offering Help

• Making Requests

• Promising Action

• Saying Goodbye

After completing this lesson, you will be able to communicate in any written medium on behalf of your company.

When you’re ready, hit the play button on the video, so you can get started on learning about written correspondence