Course Profile

Course Profile: Reception Skills (1 Day)
In many organisations the first person who meets the public is the receptionist and the experience of the visitor/service user/patient may have a dramatic impact on how the service provided may be perceived. The consequences of negative initial contact can escalate and prove to be very challenging for other people involved and it may take considerable time and effort to undo the damage done. This course aims to raise awareness of the need for a quality reception service, to highlight what constitutes good customer care and how to improve it.

The course is informed y the organisation’s policy, Assertiveness and Rogerian theory and ‘Improving,
Listening, Responding’ (DoH 2009).
The course is designed for receptionists and those who undertake reception duties in Social Care and Health settings; however can also be delivered for those working with the general public in other contexts. The course will assist the organisation to deliver CQC Outcome 1 and provide some knowledge for NHS KSF Core 1.2
Learning outcomes

By the end of the course learners should understand:

• What a ‘customer’ is and who our customers are
• What is meant by ‘customer care’
• Why do we need to provide good customer care:
      - the benefits for the receptionist, the customer, the organisation and customers
• The potential consequences of poor customer care (for us and the organisation)
• The role of the receptionist in providing quality customer care
• How the receptionist represents the organisation and the message we want to project
• How we project this: Our personal presentation; the environment etc
• What is meant by a positive ‘Attitude’
• How to greet people, provide information, meet initial needs
• What it means to go the extra yard and mile
• How to deal with more than one person at a time; competing demands
• How to deal with the “difficult” customer
• How to hold boundaries
• How to use calming techniques
• How to deal with complaints
Training methods utilised include Tutor presentations, Quiz, Chalk and talk, DVD, Group work, Role play, Handouts, PowerPoint