Professional Receptionist Course by London Reception Academy
What you’ll learn
Master the skills to understand true telephone etiquette.
Learn what is required as a professional receptionist role with the breakdown of duties.
Master the correct speech, grammar, expression & voice inflection when on the telephone and face to face.
Get into the mindset to become the ultimate receptionist.
Present yourself with how to dress, sit and carry yourself professionally for success.
Learn how to handle a variety of different behaviours when on reception.
Practice what you have learnt with step by step exercises after each module.
Gain the confidence on how to multi-task a busy day.
Understand the technical side of your voice and how to use it.
Support with finding work in this field no matter where you are in the world.
No requirements necessary apart from a willingness to learn, thorough engagement, focus and commitment.
Learn to believe in yourself and improve upon what you already have.
Have you ever wanted to work in reception?Are you someone that longs to grace the reception desk of a prestigious company?Maybe you would like to start in reception and proceed up the corporate ladder?Are you in a position where you would like to earn more money and feel this is your time to shine?If you are looking to find work in this field The London Reception Academy will support you with your learning.If you already work as a receptionist, then this course is designed to support you with learning from the ground up as we believe it is never too late to polish your skills and be recognised for something bigger.My name is Sun Moritz and I am head of The London Reception Academy. I was lucky enough to start my corporate career in reception. The experience gave me many transferable skills and before I realised, I was head receptionist for a marketing company. I acquired all the tricks of the trade and my new found confidence helped me secure more exciting roles further in my career.I have always felt passionate about being a receptionist since starting my career at the age of 17 for a very large company. Everyone knew who I was and so much was relied upon me being at my best!Here I will teach you many skills required to master the role of a receptionist including the following:1. Speaking in the correct way.2. Presenting yourself on reception.3. How to present an air of confidence to those around you.4. Handling conflict when on the phone and face to face.5. Building trust quickly with a difficult person.6. Managing different behaviours.7. Sharpening your listening skills.8. Mastering attention to detail.9. Learning how to spin many plates by becoming efficient whilst maintaining a calm composure.10. Supporting you through a number of exercises giving you clarity of what’s required in the role.Most importantly, it is key to enjoy the process yet maintain a professional demeanour when placed at front of house reception. From acorns grow oak trees and reception may only be the start for you. A receptionist is such a vital role in any organisation so ensure you have your notebook, an open mind, a willingness to learn and a determination to succeed!See you in class!!
Section 1: Introduction
Lecture 1 Welcome from Sun Moritz
Lecture 2 Introduction, credentials and why put your trust in the LRA?
Lecture 3 What will I learn from this course?
Section 2: The Role of the Receptionist
Lecture 4 What is the role of the receptionist?
Lecture 5 Breakdown of duties
Lecture 6 Preface to Your Assessment
Section 3: Deportment & Appearance
Lecture 7 First Impressions
Lecture 8 How to present yourself as a receptionist
Lecture 9 Identifying your own brand
Lecture 10 Preface to Your Assessment
Section 4: Speech
Lecture 11 Grammar
Lecture 12 Grammar Exercises
Lecture 13 a. Introduction to Elocution b. Breathing and Relaxation
Lecture 14 Elocution Defined
Lecture 15 Voice Inflection
Lecture 16 Voice Inflection – Exercise Sheet
Lecture 17 Voice Inflection – Exercise
Lecture 18 Pitch & Tone
Lecture 19 Preface to Your Assessment
Section 5: Customer Service & Conduct
Lecture 20 Customer Service – Understanding the principles
Lecture 21 Answering the telephone
Lecture 22 Addressing the caller
Lecture 23 Handling the call
Lecture 24 Taking a message – Part One
Lecture 25 Taking a message exercise
Lecture 26 Taking a message – Part Two
Lecture 27 Taking a message exercise – Answers
Lecture 28 Managing your voice message system
Lecture 29 Managing your voice message system – Exercise
Lecture 30 Mastering a busy switchboard
Lecture 31 Receiving visitors and VIPs
Lecture 32 The Order of Priority
Lecture 33 The Order of Priority – Exercise
Lecture 34 Preface to Your Assessment
Section 6: Managing Behaviours
Lecture 35 a. Introduction b. Handling Situations
Lecture 36 The Golden Rules of Disclosure
Lecture 37 The Art of Negotiation
Lecture 38 Effective Listening
Lecture 39 Listening Exercise
Lecture 40 Attention to Detail Exercise
Lecture 41 Managing Objections
Lecture 42 Statements, Questions & Objections Exercise
Lecture 43 Statements to avoid
Lecture 44 Attitude is the key to everything
Lecture 45 Managing the customer’s perception
Lecture 46 Owning the problem
Lecture 47 Delivering bad news
Lecture 48 Managing the talkative caller
Lecture 49 Managing the passive caller
Lecture 50 Managing the angry caller
Lecture 51 Managing the assertive caller
Lecture 52 Open and Closed Questions
Lecture 53 Open and Closed Questions Exercise
Lecture 54 Preface to Your Assessment
Section 7: The Reception Interview
Lecture 55 Preparing for your interview
Lecture 56 Interview Questions
Lecture 57 Questions to ask
Lecture 58 How to find work in reception
Section 8: Downloads for Answers to Exercises
Lecture 59 Guide to Answer Sheets and Downloads
Lecture 60 Written Exercise Answer Sheets
Lecture 61 Bonus Lecture
Section 9: Final Words
Lecture 62 Congratulations
Any one of any age. A Reception career does not discriminate so all are welcome from beginning to intermediate level.,If you have never worked in reception this training will support you from the ground up.,Anyone who is looking to get back into a reception role from a career break.,Anyone who is already working in reception but is looking for promotion to a better paying reception role
Udemy | English | 2h 13m | 896.15 MB
Created by: Sun Moritz