Reception : Ensuring a high-quality welcome (S-AS0001)

Anyone in charge of reception.

• To become aware of the impact of the quality of reception on a company's brand image.
• Master the mechanisms of oral communication and physical and telephone reception techniques.
• Know how to manage your priorities in a reception situation and remain professional.

• Positioning your reception role:
  • The specific characteristics of the reception area;
  • Representing the company's values;
  • Adapting to the person you are speaking to;
  • Maintaining confidentiality in reception settings;Finding your style;
  • Managing the reception space;
  • Handling customer waiting times.
• Individual factors that have an impact on physical reception:
  • General image and presentation;
  • Language and tone of voice;
  • Behaviour in response to requests;
  • Identifying and analysing needs of visitors.
• The differences between physical and telephone reception;
• Greeting on the telephone;
  • The 7 golden rules of professional phone handling;
  • Listening actively;
  • Taking charge of the caller's request;
  • Taking a relevant and accurate message;
  • Filtering professionally and keeping the caller waiting;
  • Ending the call politely and leaving with a positive impression.
• Managing priorities in reception situations: demonstrating professionalism;
  • Managing priorities;
  • Dealing with the unexpected;
  • Remaining professional in the face of different types of behaviour.