Front Desk Receptionist Course
Subjects
- Introduction to Receptionist Role
- Communication and Interpersonal Skills
- Office Management and Administration
- Computer and IT Skills for Receptionists
- Customer Service Excellence
- Telephone and Call Handling Techniques
Details
Description
Course Name: Certificate in Receptionist
Course Id: FDRC
Eligibility: Completion of 10th Grade (high School) or equivalent.
Objective: A Certificate in Receptionist is an ideal course for individuals looking to start a career in the administrative or customer service sector. This certification helps develop the essential skills required for receptionist roles, including communication, customer service, office management, and professionalism.
Duration: SIX MONTHS
Syllabus
Introduction to Receptionist Role: Definition and importance of a receptionist, Key responsibilities of a receptionist, Professional ethics and work etiquette, Communication skills for receptionists, First impressions and customer service, Confidentiality and data protection, Common challenges faced by receptionists, Career growth opportunities in reception work.
Communication and Interpersonal Skills: Verbal and non-verbal communication techniques, Active listening skills, Telephone etiquette and call handling, Handling difficult customers and complaints, Effective email and written communication, Multitasking and time management, Cultural sensitivity and dealing with diverse clients, Building positive relationships with clients and staff.
Office Management and Administration: Managing front desk operations, Scheduling and appointment handling, Record keeping and documentation, Office equipment usage and maintenance, Handling incoming and outgoing mail, Inventory management for office supplies, Coordinating meetings and conference room bookings, Ensuring workplace safety and emergency procedures.
Computer and IT Skills for Receptionists: Basic computer skills (MS Office, Google Suite), Data entry and database management, Using customer relationship management (CRM) software, Online scheduling and calendar management, Email etiquette and professional correspondence, Handling digital files and document organization, Cybersecurity awareness and data protection, Troubleshooting common IT issues.
Customer Service Excellence: Understanding customer needs and expectations, Principles of hospitality and guest relations, Dealing with complaints and conflict resolution, Creating a welcoming and professional environment, Managing high-pressure situations, Developing a customer-first mindset, Following up with clients and ensuring satisfaction, Measuring and improving customer service performance.
Telephone and Call Handling Techniques: Answering calls professionally, Transferring and directing calls efficiently, Taking accurate messages, Handling inquiries and providing information, Managing multiple calls and prioritizing, Dealing with irate callers and handling complaints, Voicemail etiquette and automated systems, Best practices for phone communication.