Personal Assistants (PAs) Customer Service Representatives Office Administrators Anyone handling phone or face-to-face communication
First impressions matter—they set the tone for every interaction. As the face and voice of your organization, receptionists play a critical role in creating positive, lasting impressions. Whether greeting customers in person or handling inquiries over the phone, the professionalism, friendliness, and efficiency they demonstrate leave a lasting impact on clients and visitors. This course empowers you with the skills needed to confidently represent your organization, build rapport, and deliver exceptional service.
Personal Assistants (PAs) Customer Service Representatives Office Administrators Anyone handling phone or face-to-face communication
Enhance your ability to present a positive and professional image to customers Master effective communication techniques, including active listening and targeted questioning Improve skills for making and receiving calls with clarity and confidence Learn strategies to address callers’ needs effectively and professionally Handle challenging or difficult callers with confidence and composure
First Impressions: Understanding their impact on callers and visitors Interactive Scenario Workshops: Practice real-world scenarios to build confidence Building Personal Confidence: Develop a strong, professional presence The Power of Communication: Mastering tone, voice, and word choice Active Listening Skills: Understand caller needs with improved focus and efficiency Effective Questioning Techniques: Prompt meaningful responses for informed decision-making Call Management: Taking responsibility, handling messages, and maintaining professionalism Caller Perspective: Reflecting on expectations and delivering excellent service Stress Management: Maintaining discipline and composure under pressure Action-Oriented Communication: Summarizing, agreeing on solutions and ensuring completion Reception Security Management: Safeguard visitor and caller interactions with confidence Visitor and Caller Records: Managing records with accuracy and professionalism
