Professional Receptionist Skills

Customer Service

Aims of the course

The aim of this course is to equip receptionists and administration staff with the knowledge and skills to provide great customer service to guests and visitors. From making a good impression to managing difficult customers, this interactive course covers all bases.

Who will benefit from attending?

All front line staff who welcome or deal with visiting clients, customers, suppliers and visitors.


Reference Nr.:
Experience Level:
Main Group


Participants will learn to:

  • Appreciate the vital role of the receptionist in creating a good first impression
  • Project the company style and values through their hosting skills
  • Increase self-awareness: what, how and why I do things
  • Gain strategies to handle difficult situations

Key topics covered:

  • The role of the receptionist 
  • Making a great first impression
  • Understanding and role modelling the company brand
  • Image of the reception area
  • Body language and listening skills
  • Understanding and moderating the voice
  • Multi-tasking - managing administrative tasks alongside receptionist responsibilities and inbound telephone calls
  • Dealing with cold callers
  • Handling difficult situations; what works well and what doesn’t work?
  • Delivering excellent customer service every time
  • Action planning

What's included?

The majority of our courses are customised and delivered in house.  Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people.  This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.