Communication & Customer Service for Receptionist

• Job Requirements and Work Environment

• 21st Century Skills for a Receptionist

• Duties and Responsibilities 

• Cover Letter and Resume for Receptionist

• • Format of a Receptionist Cover letter

• • Tips for Writing an Effective Cover Letter

• • Elements of a Resume

• • Steps for Writing a Resume

• Summary 

• Assessment

• Telephone Etiquette
• Telephone Skills
  • Taking & Transferring Calls 
  • Taking Messages 
  • Screening Calls
  • Protecting Employer 
• Telephone Courtesy Tips 
• Domestic and International Calls
• Voice-Mail Courtesy 
• Summary 

• Assessment 

• The Office Mail

• Mailing and Shipping Details
  • Maximum Weight and Dimensions 

• • Addressing

• • Wrapping and Packaging 

• Royal Mail Services
  • Universal Service
  • Special Delivery
  • Business Services
  • Unaddressed Promotional Main Delivery

• Alternatives to Royal Mail 

• Summary 
• Assessment 

• Introduction to Time Management

• Aspects of Time Management

o Effective Planning

o Setting Goals and Objectives

o Setting Deadlines

o Delegation of Responsibilities

o Spending the Right Amount of time on an Activity

• Prioritising the Workload

o Activity List

o Action Plans

o To-do Lists

o Computerised Follow-up Systems

o Scheduling

o The Prioritisation Matrix

• Overcoming Procrastination

• Managing Deadlines  

• Effective Time Management at the Workplace

• The Pareto Principle and Tips for Time Management

• Multitasking

• Summary

Assessment

• Keeping Accurate Records

• Filing Systems

o Alphabetical System

o Subject System

o Subject Index

• How to Alphabetise for Filing and Indexing

o Individual or Personal Names

o Company or Business Names

o Miscellaneous

• Handling Confidential Documents

o What is Confidentiality

o Confidential Electronic Documents

o Confidential Paperwork

• Computer File Organising

o Document Library

o Naming Files

o Sorting and Grouping

o Shortcuts

o Backing Up Files

• Summary 

• Assessment

• Organising Daily Work

• Organising Workplace

• Organising Resources

• Organising Tools

• Cultivating Organisational Habits

• Summary

• Assessment 

• Effective Listening Skills

• Verbal Communication

o Written Communication

o Oral Communication

• Non-Verbal Communication

• Communication Strategies

• Summary

• Assessment

• Introduction To Customer Service

• The Power of Positive Thinking in Customer Service

• Types of Difficult Customers and How to Help them

• How to Deal with Difficult Customers

• Aspects of Phone Etiquette

• Using Proper Phone Language

• Eliminate Phone Distractions

• Inbound Calls

• Outbound Calls

• Handling Rude or Angry Callers

• Handling Interoffice Calls

• Summary 

• Assessment

• Work Breakdown Structure

• • Introduction to WBS

• • Deliverable & Phase-Based WBS

• • Steps for Creating WBS

• • Best Practices and Tips for WBS

• Estimation Process and Resources Alignment

• • Estimating Durations

• • Increasing Estimation Accuracy

• • Task Dependencies 

• • Aligning Resources with Activities

• Project Planning 

• • The Purpose of Project Planning

• • Project Planning Guide 

• • Project Management Pitfalls

• Risk Management 

• • Principles of Risk Management

• • Risk Management Process 

• Summary 

• Assessment