The receptionist role is a challenging one. They undertake a multitude of tasks to ‘keep the wheels of the organisation running smoothly’, often hidden from view of other staff. Some perceptions of the role indicate that they are just there to field calls and welcome visitors. Very often it is the ‘unseen’ activities that add to the complexity of the role. This e-book will help receptionists understand the importance of their role and develop essential skills required in their effective performance.
A feature of the e-book is a 26-point diagnostic questionnaire that defines the key behaviours required of the exceptional Receptionist. It has been written as a dynamic tool to stimulate thoughts, ideas and interactivity.
It encourages the reader to:
- Make notes in key chapters
- Complete exercises
- Use diagnostic tools to reflect on own skill sets
- Discuss key customer service issues with managers and colleagues
- Record key development points to work on as a result of what has been learnt
The 65 page e-book covers:
- Know the role of the efficient Receptionist
- Appreciate the principles of customer service and the Receptionist’s role in it
- Be aware of first impressions made on people
- Define the true meaning of ‘communication’
- Understand the reasons why communication is misinterpreted
- Understand the key behaviours for superior performance
- Know best practice tips on emailing
- Be more skilled at using the telephone including dealing with cold callers
- Understand the 4 Ps of voice
- Improve listening skills
- Understand the meaning of assertiveness
- Be assertive with others including saying no, disagreeing positively and dealing with challenging people
- Handle irate people with confidence.