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Professional Receptionist Skills eBook


Price is per download of this e-book, excluding 20% VAT

The Receptionist Skills e-book is an invaluable guide to developing the skills and qualities of the professional receptionist to enhance the reputation of the organisation they represent.

The ebook is supplied in a choice of formats:

PDF version: This is intended for single person use. Purchasers may use the ebook for their own use however they may not email the ebook to others or print for the use of others. £6 + vat

Microsoft Word version: for multiple copying rights and permission to amend materials/host on a shared drive or intranet. Great for the organisation that wants to offer cost effective training to a number of staff. £100 + vat

See below for further information.

Sold By: ABC Training Solutions


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.

Additional information







Available for immediate enrolment


File format

PDF, Word Doc


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