• Create a welcoming impression that matches your organization’s image
• Be more helpful to visitors and colleagues
• Convey a confident and positive attitude in person and over the phone
• Handle angry or impatient people with diplomacy
• Screen callers without offending them
• Juggle multiple priorities efficiently

I. You are the face of the organization

• Qualifies of a valuable receptionist
• First impressions and their importance
• Personal image
• Your workspace
• Greeting visitors
• Dealing with special needs
• Handling security and emergency procedures

II. Delivering exceptional customer service

• Letting customers know you value and respect them
• Providing internal customer service
• Handling customer inquiries and complaints
  • Use a log
  • Develop a list of remedies based on company policy

III. Communication skills

• Listening skills
• Questioning techniques
• Dealing with upset people
• Telephone skills
• Your vibrant voice
• Developing call management standards
• Transferring calls
• Putting callers on hold

IV. Managing time efficiently

• Creating a database of key contacts, company information and policies
• How to prioritize your work
• Developing support networks within and outside of your organization
• Stress busters and dealing with work overload