The reception perception

“Everyone thinks of changing the world but nobody thinks of changing themselves.” Leo Tolstoy

Reception professionals can be subject to limiting perceptions about their role, which can create less-than-wonderful reactions and responses from those they are trying to serve – this course identifies how to create new ones.

This course seeks to develop understanding about the reception perception and how professionals can move beyond this through their service behaviours. We aim to heighten the skills and awareness of reception personnel in order to strengthen the effectiveness of the role and develop the customer or service user experience.

Participants will explore and develop understanding around:

• The role of the reception professional today
• The reception perception – barriers to the role
• Reception communication skills – questioning skills, listening and telephone behaviour – developing service at the reception desk
• The competence and care balance – customer/user expectations today
• Handling different customer groups: external and internal customers as appropriate
• The reception professional’s role in business development if appropriate
• Handling feedback and issues.

Who should attend?

Everyone who is in a customer- or service-user-facing role in the reception area.

Our trainer

Gilli Bruce has over 20 years’ experience in training and development. She has worked across a diverse range of industries including the housing sector. Gilli specialises in people development, working with managers, supervisors and teams, to create the changes needed to move objectives forward. She is an NLP Master Practitioner, ILM coach and Springboard licensee, using these valuable developmental frameworks as inspiration for training that is interactive, fun and practical.

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package please contact us by emailing training@hqnetwork.co.uk