How important are your receptionists?

When I was a managing partner, my firm required a receptionist for our largest office. I personally reviewed 215 applications myself and created my "A list", about 42 applicants, whom I invited for interviews late one afternoon. I asked 6 of my partners to help me and we interviewed 6 applicants each. Any WOW applicant was interviewed separately by at least two partners. Were we insane to take so much partner time on this? You decide.

For many years thereafter, we had a legendary receptionist whom clients loved on the phone and in person. I personally received an average of two positive remarks about her every week. Many of my partners and associates reported similar experiences.

I remember a call from New York one day and the lawyer started by saying: "before we get to the business at hand, I just have to tell you...". I did not have heart to tell him "yeah, I know, you are the 100th person this year to tell me".

By the way, I told that receptionist about every single positive comment I heard, personally or second hand (and no, that did not lead to extortion - she appreciated the recognition and the credible praise).

Cynics - who are tempted to guess that she was the winner of a beauty pageant – don't go there – she got the job as the best applicant and got her praise on merit - her performance was awesome.

A popular facilitator, teacher and retreat speaker, Gerry Riskin is a widely recognized expert on managing professional service firms, described by The Financial Post as “Canada’s professional firm management and marketing guru, with a client base stretching from Britain to the United States.” In 1983, Gerry co-founded The Edge Group with Patrick McKenna which in January 2001, evolved into Edge International. http://www.edge.ai

So how does a person become a legendary receptionist?

As mentioned in other training articles on this site, traditionally there are no qualifications specifically for front of house work. However, we were surprised at how many courses are on offer in the UK for developing the necessary skills – some under the heading of receptionist, and others for specific areas, such as stress, dealing with angry callers, customer service skills, telephone skills and basic language skills – talk to clients in their own language! A selection of these are listed below; so receptionists who are inspired to spend some time improving their performance – send this URL to your managers!

Pitman Training London
- High Holborn, Notting Hill and Paddington

http://www.training-classes.com/
course_hierarchy/courses/
8797_receptionist_training_-_
the_professional_receptionist
_semina.php

http://www.holborntraining.co.uk/
Seminars_html/Receptionist_Seminar.htm

Course for the professional receptionist:

• How to make a first impression people will remember
• To review best telephone practice and learn how to direct calls correctly
• How to develop strategies for dealing with difficult people and situations
• How to receive visitors professionally
• To develop effective listening skills and focus on customer care
• How to stay motivated and be part of the company team

Midlands Training

http://www.trainingmidlands.co.uk/

Reception Techniques Course

This one day course is designed for people undertaking a Receptionist role to help them deal more effectively with clients both on the telephone and in person.

Your course will be tailored to suit any individual requirements, which we would ask you to specify. Our standard course covers all the basic skills including:

• First Impressions Count
• Responsibilities of the Receptionist
• The Reception Area
• Creating and maintaining a good business relationship with your clients
• Quality and Service
• Meeting and greeting your clients face to face
• How to promote a good image
• Dealing with enquiries face to face

• Essential Ingredients of Telephone
• Techniques for Receptionists
• Answering callers
• Taking messages
• Handling complaints
• Dealing with difficult clients
• Leaving messages
• Dealing with answerphones
• Avoiding confrontation
• Being firm but polite
• Call Control
• Terminating a conversation
• Taking enquiries

Vision 2 Learn

http://www.creatingcareers.net/channels
/courses/customer-service-skills-at-work.asp

Customer Service Skills at Work

Leads to a Level 2 NVQ in Customer Service Skills. It is ideal for people who currently work in a customer service role and want to improve and update their customer service skills to ensure that they offer the best possible service.

http://www.creatingcareers.net/channels/
courses/practical-emotional-intelligence-skills.asp

Practical Emotional Intelligence Skills

Emotional Intelligence – the ability to understand and control emotions, and recognize and respond to those of others - is emerging as the single most effective business skill of the new century.

http://www.creatingcareers.net/channels/
courses/succeeding-at-work.asp

Succeeding at work

Understanding your job, managing yourself, developing your communication skills and working as part of a team can help you to achieve success in any job.

Lifeline Language Services

http://www.lifelinelanguageservices.co.uk/
LLS_Training.htm

Basic Language Training Course

For a receptionist, training to simply greet enquirers, take basic details, and switch them to the right salesperson, or to assist visitors in their own language, wins credibility.

Silicon Beach Training

http://www.siliconbeachtraining.co.uk/
training_uk/soft_skills/
professional_receptionist_training_uk.htm

A professional receptionist who seems pleased to talk to visitors and can sort out their problems whilst handling the demands of the ringing telephone without losing their cool is an asset to any organization. After this receptionist training course, delegates will understand the importance of the receptionist’s role and project the best image for your company.

Protectics Ltd

http://www.protectics.co.uk/content/
pages/courses.html

How to prevent and control stress.
How to manage anger.
How to deal with verbal or physical violence.