Receptionist Skills

What is a Receptionist?

A receptionist is a person who supports management at all levels of the organization and greets the public and answers the company telephone.  Their role as the face of the company requires excellent interpersonal skills, customer service skills, telephone etiquette and good communication skills.  Some receptionist skills include good organizational skills and the ability to multi-task as Receptionists perform many duties.  Some of these duties include taking messages, scheduling appointments, and maintaining employee files. Their interpersonal skills, telephone etiquette and communication skills are extremely important in greeting clients, responding to inquiries and representing the company.

Find articles here on the practical office skills and soft skills required to enter the business world of the 21st Century as a Receptionist.

Topics include:

  • The Importance of the Greeting:  You will learn the importance of first impressions and how to greet the customer professionally. A good first impression is important as the Receptionist is the first point of contact for the entire organization, which requires a positive attitude and polished, professional appearance. 
  • Create a Positive Attitude: It all starts with understanding what impacts your attitude and then developing ways to continually improve your attitude.
  • Active Listening – Master techniques to develop good listening skills. If you develop good listening skills, you will be able to solve problems more effectively.  As a Receptionist, you will use your listening skills to do many work-related activities more effectively.
  • Effective Communication: Discover how to cultivate effective communication skills as these skills will determine your success as a receptionist and will enhance your personal satisfaction in your job.  Multiple communication methods will be explored including verbal and non-verbal communication, written communication, chat and social media communication and email communication.
  • Basic Phone Skills : Master basic telephone skills including how to answer the telephone professionally and enthusiastically, how to transfer calls effectively without annoying customers and how to appropriately use the customer’s name during the call. You will also learn the best way to place a customer on hold, transfer the caller to another person, deal with multiple callers and how to end the call in a positive manner.
  • Taking Messages and Voice Mail : You will learn approaches on how to take messages professionally and the 8 elements of composing a professional voice mail greeting.
  • Managing Angry Customers – If you routinely have to deal with angry customers, you know how quickly things can get out of control.  In this module, you will learn strategies for handling and resolving these situations
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