Professional Receptionist Course by London Reception Academy

Here is where you will learn what role a receptionist undertakes. We will be taking a look at the various tasks and functions you would expect to encounter.

Discover the basic, intermediate and advanced duties that a receptionist may carry out on a day to day basis.

It is so important to understand excellent presentation and how to look the part. This section will guide you through how to develop the correct posture, look and first impression.

This section will guide you through how to develop the right posture and appearance to help carry yourself with pride and distinction.

Discover how creating your own identity within the role can emit a smart and business-like impression to others.

Module 3 begins with looking closely at applying good grammar. You will unearth the definition of grammar as well as learn why it is so important in the role of a professional receptionist.

Carry out these exercises to recognise examples of poor grammar, spelling and punctuation errors.

Follow me as I take you through a practical exercise demonstrating how to improve your voice and hone your ‘professional’ sound. We will analyse breathing by listening to ourselves and having some fun in the process!

Here you will learn the importance of expressive speech using proper diction and clear pronunciation which requires more practice than you realise!

This lecture will support you with understanding how people ‘hear’ you and how you ‘hear’ them. It is a key aspect of developing sharp listening skills. Getting this right is vital to becoming a professional receptionist.

Please download ready for the Voice Inflection exercise.

As a receptionist, the pitch and tone of your voice can maintain or lose the attention of your subject. Learning how to combine the two will assist you with developing excellent speech in all walks of life.

Here we go through a list of various principles such as deadlines, answering the telephone and how to handle the caller which are at the core to delivering excellent customer service.

This is not as easy as you may think for there is a specific skill involved. There is much more to it than just answering the phone. At the London Reception Academy, our aim is to assist you with mastering the very essence of the salutation with flair, finesse and professionalism. Later in the course you will have the opportunity to put these skills into practice.

There are 5 steps to the process of how to approach your caller which have worked through the years. Experience has shown that, if we keep things simple, our caller will enjoy a more professional experience.

A very important part of the reception role is mastering how to handle many different types of calls. The basic errors made on reception can leave a lasting impression! This section will show you what you should do and how to execute it.

Taking down a well-written and detailed message is a fine art. It is a skill that comes with plenty of practice and time will ensure it becomes second nature to you. Here we will demonstrate how this is done in a professional and succinct way.

Please download and complete the exercise for Taking a message.

Very often a voice message system will be part of your essential equipment. Managing it effectively means that nothing will be missed. Here we will cover how to do this correctly by taking you through a step by step guide.

Please download and complete the exercise for Managing your voice message system.

With many different varieties of telephone switchboard systems, this lecture will guide you on how to not be overwhelmed by learning a new switchboard, especially relevant to temporary workers who carry out multiple assignments. It will also teach you to stay calm and be in control when call volumes become busy.

Learn how to greet and welcome visitors with a calm and composed demeanour. You will engage with the various steps required to ensure they leave feeling happy and satisfied from their experience with you.

It is important, as a professional receptionist, for you to recognise what is considered urgent, non-essential and irrelevant during your busy day. This is where your common sense and decision making will be tested.

Please download and complete the exercise sheet for The Order of Priority.

Module 5 will commence with studying the various behaviours of a typical caller and how to take command of them.

Please download the exercise sheet for The Golden Rules of Disclosure.

From positive language to soft selling, here is where you will learn how to use negotiating skills to your advantage when needed.

If you listen to the caller effectively, you will learn the importance of interpreting what your caller is really saying to you, thus avoiding any potential misunderstandings or confrontations.

Please download and complete the sheet for the Listening Exercise.

Please download and complete the sheet for Attention to Detail exercise.

It is important to manage a caller’s expectation correctly. Teaching you how to handle an objection will help develop your skills to manage those expectations.

Please download and complete the sheet for Statements, Questions and Objections exercise.

Here is where you will learn what not to say as a professional receptionist. Often without realising we slip up in our speech and casually forget who we are speaking with. You will be shown the differences between casual language and professional speech when speaking with others.

Attitude is a major aspect within your professional and personal life. We will show how to control your attitude with simple, proven techniques.

This lecture will support you in understanding how callers will have a perception of you and how managing that perception is something you need to build upon as you grow into a professionally trained receptionist.

An important part of your learning is mastering how to take ownership of responsibility when things don’t go to plan. This lecture aims to demonstrate this using examples of typical exchanges between you and a customer.

This is where you will overcome something that many people find uncomfortable. We will cover two approaches to help put you at ease when, not only having to deliver bad news, but also turning a conversation around to a positive conclusion.

This is where you will learn how to use three proven methods to control the conversation with a talkative caller effectively. Your role on reception will carry many responsibilities so, as you spin many plates, you will also discover how to apply simple techniques to ensure your time is used efficiently.

As you learn to handle many different character types on reception, occasionally you will come across a passive or timid person. Using a simple phone call as a guide, this lecture will highlight how important they are and how you should not take their quietness for weakness.

This is an interesting piece which will teach you that an action plan is required to handle someone angry or upset. You will learn what techniques to apply to keep the situation calm but professional and achieve a satisfactory outcome.

Here is where you will learn how to handle someone who knows exactly what they want. You will understand how to keep things ticking along smoothly whilst the customer is moved towards their goal.

Understanding how to manage a conversation is imperative. In this piece, you will learn how to open and close a conversation by staying in control. Your role as a receptionist will be as much about achieving an objective outcome as answering the phone. Control is key and this exercise will breakdown how.

Please download and complete the exercise sheet for Open and Closed Questions.

This video training is designed to prepare you with the right mindset. Preparing for interview often results in success and renewed confidence. You will be taken step by step through a series of points that will enable you to stand out when the big day arrives.

There are so many questions which you may be asked at a reception interview. Here we have highlighted some typical examples.

Have you ever struggled when asked at an interview "Do you have any questions you would like to ask?" It can be a little awkward but do not fear as we have done the hard work for you!

You have learnt so much already so now let us show you what you can do to secure work in reception. These techniques have worked for students in the past so we hope you too will have the confidence to accomplish a career move in reception.

Listen carefully to Sun as she guides you through the Answer Sheets and Bonus Materials ready for you to download.

Here you can download and view the answers to exercises in the course.

We do not wish to leave you ill-prepared for the career path ahead. We are delighted to provide you with some extra handouts to support you with the next steps. Please download the following:

1. Company Policy, Procedures and Systems

   • Keep this handy for when you are placed in a temporary reception assignment. It will help you become organised quickly and efficiently on your first day. Take a journal with you.

2. Interview Techniques Questions and Answers

   • Please find some typical reception interview questions with suitable answers to help you prepare, practice and perfect before attending an interview. Please note your questions will vary as will your responses.

3. A Sample CV

   • Here is an example of a CV typically found in the U.K. We appreciate there are different CV formats internationally. This CV will hopefully provide you with a template for success using clear structure and layout. However, please make sure the content of your own CV sounds as if the wording comes from you. Copying it word for word could expose you in an interview scenario if you do not usually speak in this manner. Ultimately, always be your authentic self as this is the person employers will be drawn to.

Congratulations from all of us at the London Reception Academy – YOU DID IT!!!!!