Professional Receptionist Certification Training Course

Why select this training course?

Have you ever enquired about the following: Who is a professional receptionist? Which course is best for a receptionist? What qualifications does a receptionist need? What does it take to become a professional receptionist? This course will answer all you need to know about these questions.

A receptionist is usually regarded as the face of an organisation. They are also referred to as front desk officers in some organisations. This is because the appearance and tone of the receptionist set an impression for a first-time visitor to the organisation. In most cases, the receptionist or front desk officer is normally the first contact of the organisation either during a physical visit or virtually – calls, emails, amongst others. Hence, receptionists are responsible for welcoming visitors, and they do this through excellent customer service.

Different requirements are expected of a receptionist depending on the institution or the organisation’s structure. A professional receptionist needs to be well-trained and undergo professional courses to meet up the modern demand of the duties of a receptionist.

What makes a professional receptionist?

A Professional Receptionist must have great interpersonal and communication skills, excellent customer service skills, and handle simple requests and appointment schedules.

What is the difference between a front desk clerk and a receptionist?

A Front Desk Clerk is an employee whose work involves accounts, records and letters. At the same time, a receptionist is the first contact in an office setting which attends to visitors, calls and directs customers.

Are you worried about how to gain certification as a professional receptionist? The Professional Receptionist Certification Training Course by Rcademy will enable you, as a professional or your organisation’s receptionist, to acquire the needed knowledge and skills that effectively create a good impression about the organisation and provide visitors with the required information about the organisation’s operation and services.

Who should attend?

The Professional Receptionist Certification Training Course by Rcademy is designed to build the capacities of personnel that will serve as receptionists or have contact with individuals coming into the organisation for enquiry or accessing services. The course is tailored for the following groups of personnel:

• Receptionists who need to be well-equipped with the necessary skills and qualifications
• Front-desk officers who attend to clients andvisitors coming to the organisation or calling the official line
• Office administrators and administrative assistants who are responsible for managing the affairs of the organisation: internal and external affairs
• Secretaries who are in charge of managing documentation and correspondence
• Customer care representatives who respond to distress calls from consumers or service users
• Personal assistants who serve executives, handle scheduling and appointments
• Human Resources (HR) administrators/managers responsible for managing different personnel and employee
• Any other personnel interested in learning about being a professional receptionist

What are the course objectives?

The Professional Receptionist Certification Training Course by Rcademy is tailored for participants to achieve the following objectives:

• Describe the different elements of a professional front-desk/receptionist image
• Recognise that the workstation extends the organisation and projects a professional image
• Communicate with clarity, accuracy, and kindness over the phone and other communication channels
• Improve verbal contact with people encountered in person or virtually
• Read others’ body language to figure out how to communicate with them most effectively
• Minimise disruptions created by guests and co-workers in a courteous yet resolute manner
• Develop and implement techniques for dealing with rude, demanding, or unsatisfied guests pleasantly and successfully
• Learn the precautions necessary in the event of an emergency that might jeopardise the safety of everyone in the workplace

How will this course be presented?

Training courses like this aim to increase knowledge and build receptionists’ capacities and skills; therefore, the learning process is also important. This course’s major mode of delivery is through a practical and hands-on approach that allows participants to be fully engaged while learning the rudiments and modern practices of a great receptionist.

The training course model enhances and optimises learning by ensuring that the course is detailed to meet the demands and requirements of the participants. The course content is delivered by experts and professionals committed to effective teaching and learning. There is a wide range of topics to cover the critical areas and provide the required skills.

Rcademy presents the learning model by allowing participants to participate in case studies and scenarios. The learning model allows learners to retain knowledge and apply the most current knowledge and practice in their day-to-day activities in managing the organisation’s affairs.

What are the topics covered in this course?

Module 1: Introduction to Receptionist Duties

• Interpersonal skills
  – Customer service skills
  – Relation with customers
• Appearance
• Communication
• Updated information
  – Brochures
  – Flyers
• Managing daily affairs and coordination

Module 2: Record Keeping and Data Management

• Keeping records
  – Good records
• Types of records
  – Expense records
  – Tax records
  – Business transactions
  – Traffic records
• Record retention
• Record-keeping tools
  – Business Software
  – Email
  – Spreadsheets
• Legal compliance

Module 3: Introduction to Office Packages 

• Desktop Applications
  – Microsoft Word
  – Microsoft Excel
  – Microsoft PowerPoint
  – Microsoft Outlook
• Microsoft Word
  – Introduction to MS Words
  – Typing documents
  – Using edit and file commands
  – Tables and help commands
  – Shortcuts on MS Words
• Microsoft Excel
  – Introduction to Excel
  – Creating workbooks and worksheets
  – Data entry
  – Formatting worksheets
• Microsoft PowerPoint
  – Introduction to PowerPoint
  – Creating presentations
  – Adding visual effects
  – Inserting objects and diagrams
  – Transitions and multimedia
• Microsoft Outlook
  – Introduction to Outlook
  – Outlook features and operations
  – Working with the Calendar Creating contacts
  – Sending and receiving mail

Module 4: Meetings and Appointments 

• Scheduling appointments for clients
  – Flexibility
  – Control
  – Convenience
• Appointment Scheduling Software
  – Calendly scheduling software
  – Booking Koala scheduling software
  – 10to8 scheduling software
  – Setmore scheduling software
• Team meeting
• Maintaining Calendar
• Note-taking
• Time management
• Reminders
• Handling and booking couriers

Module 5: Client and Guest Care 

• Communicating for customer service
• Customer relationship management
• Managing customer feedback
• Public sector customer service
• Establishing rapports
• Help desk
• Content creation
  -Writing skills

Module 6: Prioritising and Multi-tasking

• Categorising tasks
  – Urgent tasks
  – Valuable tasks
  – Important tasks
  – Deadlines
• Time management software
  – Time clock software
• Organisation
  – Grouping similar tasks
• Prioritisation
  – Listing priorities
  – To-do list
• Scheduling
• Delegation

Module 7: Telephone Manner and Management 

• Telephone system operation
• Telephone voice tone
  – Automated
  – Manual
  – Voice level
  – Voice clarity
• Calling a client
  – Courteous and professional exchange
  – Proper introduction
  – Professionalism and proper etiquette
• Calling an outside line
• Putting calls on hold
  – Call waiting
  – Extended hold
• Call transfer
• Using voicemail
• Recording telephone conversation
  – Confidentiality
  – Consent
• Ending calls

Module 8: Handling Office Equipment

• Technological devices
• Printing
• Copying
• Scanning
• Faxing

Module 9: Dispute Resolution and Coordination 

• Handling difficult customers/people
  – Handling confrontations
  – Handling threats
• Diplomacy
• Assertiveness
• Confidence
• Tactfulness
• Managing pressure