Receptionist and Customer Service Skills

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For Business

Receptionist and Customer Service Skills

PRIVATE

PRIVATE COURSE

*Certification Fee Applicable

1 Year Access
Intermediate
21 Students
3 days, 5 hours

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£500

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Overview

This bundle course is designed to equip our learners with a more in-depth understanding of the principles and practices of customer-focused roles. By combining a training certification with a relevant skills-based course, it offers a high-quality online learning experience that ensures full preparation for a successful career in this field.

The Receptionist Skills Course is a beginner’s course designed to provide learners with the necessary skills and knowledge to be able to deal with customers and clients in a professional manner. This course will teach you how to improve your telephone etiquette, sharpen your verbal and non-verbal business communication skills, multi-task like a pro and much much more. It also provides step-by-step training on Microsoft Word, Excel and PowerPoint, to improve your efficiency in everyday administrative tasks.

The Customer Service Management Course explores the fundamental principles and practices of working in customer service management. You’ll learn how to speak the language of business, discover the key to excellent customer service and explore strategies for motivating yourself and your team members. This course is ideal for aspiring customer service managers who want to enhance their business communication skills and gain a better understanding of customers’ needs to fast track their career.

Highlights of The Receptionist and Customer Service Skills

Gain a solid understanding of the day-to-day responsibilities of a receptionist and customer service manager
Learn the fundamental principles and practices of customer service management
Discover the secrets to delivering excellent customer service
Increase your proficiency in Microsoft Word, Excel and PowerPoint
Sharpen your verbal and non-verbal business communication skills for dealing clients and customers
Improve your ability to multi-task and learn how to prioritise your workload
Learn how to handle complaints and difficult customers in a professional manner
Explore techniques for managing stress and distributing your energy in the workplace
Understand how to set realistic and measurable customer support goals

Course Design

The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.

You are taught through a combination of

Video lessons
Online study materials
Mock exams
Multiple-choice assessment

Who is This Course for?

This course is ideal for entry-level learners who want to broaden their knowledge and understanding of the core skills required to work in customer service roles. It is suitable for those who want to kickstart their career in this field and earn a recognised qualification to boost their professional development.

Why study this course

Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge.

The Receptionist and Customer Service Skills is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.

How is the course assessed?

To successfully complete the course you must pass an automated, multiple-choice assessment. The assessment is delivered through our online learning platform. You will receive the results of your assessment immediately upon completion.

Will I receive a certificate of completion?

Upon successful completion, you will qualify for the UK and internationally-recognised certificate and you can choose to make your achievement formal by obtaining your PDF Certificate at a cost of £9 and Hardcopy Certificate for £15.

Career Path

On successful completion of this course, learners will be equipped with the fundamental knowledge to work in a wide range of customer-focussed professions such as:

Customer Service Manager
Receptionist
Office Administrator
Sales and Customer Service Assistant
Customer Support Officer

Course Curriculum

Receptionist Skills
Receptionist
	Receptionist	00:30:00
	Importance of Receptionist	00:15:00
	Different Types of Receptionist & Roles	01:00:00
	Communication Skills for Receptionist	01:00:00
	Telephone Skills	01:00:00
	Listening Skills	01:00:00
	Taking Messages	00:30:00
	Presenting & Appearance	00:30:00
	Reservation Procedure	00:15:00
	Confidentiality Checklist	00:15:00
	Being Organized as Receptionist	00:15:00
	Becoming a Successful Receptionist	00:15:00
Communication Skills
	Techniques To Be A Spontaneous Speaker	01:00:00
	Knowledge Is Power – So Enrich Your Knowledge	01:00:00
	Remarkable Tips To Introduce Yourself	01:00:00
	Simple Strategies That Promote Conversations	01:00:00
	Speaking From The Heart	01:00:00
	Learn To Be A Good Listener First	00:30:00
	Stop Bragging About Yourself	01:00:00
	Easy Way To Start A Conversation	01:00:00
	Handle Criticism Smartly	01:00:00
	Asking For What You Want	00:30:00
Interpersonal Skills
	Module One – Getting Started	00:30:00
	Module Two – Verbal Communication Skills	01:00:00
	Module Three – Non-Verbal Communication Skills	01:00:00
	Module Four – Making Small Talk and Moving Beyond	01:00:00
	Module Five – Moving the Conversation Along	01:00:00
	Module Six – Remembering Names	01:00:00
	Module Seven – Influencing Skills	01:00:00
	Module Eight – Bringing People to Your Side	01:00:00
	Module Nine – Sharing Your Opinion	01:00:00
	Module Ten – Negotiation Basics	01:00:00
	Module Eleven – Making an Impact	01:00:00
	Module Twelve – Wrapping Up	00:30:00
	Developing Interpersonal Skills Course- Activities	00:00:00
Office Management Skills
	Building Your Management Team	01:00:00
	Building A Successful Brand	01:00:00
	Achieving Quality Through Teamwork	00:30:00
	Keys To Staying Motivated	00:30:00
	Improve Your Marketing	01:00:00
	Provide Top Customer Service	00:30:00
	Wrapping Up	00:30:00
Microsoft Word
	Module One – Getting Started	00:30:00
	Module Two – Opening	01:00:00
	Module Three – Working with the Interface	01:00:00
	Module Four – Your First Document	01:00:00
	Module Five – Basic Editing Tasks	01:00:00
	Module Six – Basic Formatting Tasks	01:00:00
	Module Seven – Formatting Paragraphs	01:00:00
	Module Eight – Advanced Formatting Tasks	01:00:00
	Module Nine – Working with Styles	01:00:00
	Module Ten – Formatting the Page	01:00:00
	Module Eleven – Sharing Your Document	01:00:00
	Module Twelve – Wrapping Up	00:30:00
Microsoft Excel
	Module One – Getting Started	00:30:00
	Module Two – Opening Excel	01:00:00
	Module Three – Working with the Interface	01:00:00
	Module Four – Your First Worksheet	01:00:00
	Module Five – Viewing Excel Data	01:00:00
	Module Six – Building Formulas	01:00:00
	Module Seven – Using Excel Functions	01:00:00
	Module Eight – Using Quick Analysis	01:00:00
	Module Nine – Formatting Your Data	01:00:00
	Module Ten – Using Styles, Themes, and Effects	01:00:00
	Module Eleven – Printing and Sharing Your Workbook	01:00:00
	Module Twelve – Wrapping Up	01:00:00
Microsoft PowerPoint
	Module One – Getting Started	00:30:00
	Module Two – Opening PowerPoint	01:00:00
	Module Three – Working with the Interface	01:00:00
	Module Four – Your First Presentation	01:00:00
	Module Five – Working with Text	01:00:00
	Module Six – Formatting Text and Paragraphs	01:00:00
	Module Seven – Adding Pictures	01:00:00
	Module Eight – Advanced Formatting Tasks	01:00:00
	Module Nine – Working with Transitions and Animations	01:00:00
	Module Ten – Setting Up Your Slide Show	01:00:00
	Module Eleven – Showtime!	01:00:00
	Module Twelve – Wrapping Up	00:30:00
Customer Service Skills
Understanding Customer Service
	Understanding Customer Service	00:17:00
	Identifying Customer Expectations	00:06:00
	Providing Excellent Customer Service	00:07:00
Focusing on the Customer
	Focusing on the Customer	00:08:00
Customer Service and the Telephone
	Customer Service and the Telephone	00:08:00
Handling Complaints
	Handling Complaints	00:12:00
Enduring Stress
	Enduring Stress	00:13:00
Business Communication
	Identifying Basic Communication Techniques	00:09:00
	Formal and Informal Communication	00:02:00
Verbal and Non-verbal Communication
	Describing Verbal and Non-verbal Communication	00:04:00
	Understanding Body Language	00:05:00
	Making Effective Presentations	00:10:00
	Fundamentals of Productive Meetings	00:08:00
Written Communication
	Written Communication	00:13:00
Electronic Communication
	Electronic Communication	00:19:00
Communicating with Graphics
	Creating Graphics for Business Communication	00:04:00
	Communicating Static Information	00:03:00
	Communicating Dynamic Information	00:03:00
Effectively Working for Your Boss
	Representing Your Boss	00:06:00
	Communicating Your Boss’s Decisions	00:03:00
	Supporting Your Boss and Colleagues	00:04:00
	Building a Partnership with Your Boss	00:13:00
Identifying Goals
	Identifying Goals	00:10:00
Effective Energy Distribution
	Energy Distribution	00:09:00
	Time Logs	00:11:00
Working with Your Personal Style
	Personal World View	00:10:00
	Strengths	00:09:00
Building Your Toolbox
	A Building Your Toolbox	00:10:00
Establishing Your Action Plan
	Establishing Your Action Plan	00:11:00
Getting Started with Word
	Navigate in Microsoft Word	00:12:00
	Create and Save Word Documents	00:24:00
	Manage Your Workspace	00:06:00
	Edit Documents	00:16:00
	Preview and Print Documents	00:04:00
	Customize the Word Environment	00:08:00
Formatting Text and Paragraphs
	Apply Character Formatting	00:17:00
	Control Paragraph Layout	00:19:00
	Align Text Using Tabs	00:07:00
	Display Text in Bulleted or Numbered Lists	00:03:00
	Apply Borders and Shading	00:04:00
Working More Efficiently
	Make Repetitive Edits	00:06:00
	Apply Repetitive Formatting	00:10:00
	Use Styles to Streamline Repetitive Formatting Tasks	00:14:00
Managing Lists
	Sort a List	00:05:00
	Format a List	00:06:00
Adding Tables
	Insert a Table	00:07:00
	Modify a Table	00:06:00
	Format a Table	00:03:00
	Convert Text to a Table	00:04:00
Inserting Graphic Objects
	Insert Symbols and Special Characters	00:04:00
	Add Images to a Document	00:11:00
Controlling Page Appearance
	Apply a Page Border and Color	00:03:00
	Add Headers and Footers	00:06:00
	Control Page Layout	00:05:00
	Add a Watermark	00:04:00
Preparing to Publish a Document
	Check Spelling Grammar and Readability	00:07:00
	Use Research Tools	00:06:00
	Check Accessibility	00:03:00
	Save a Document to Other Formats	00:04:00
Getting Started with Microsoft Office Excel 2016
	Navigate the Excel User Interface	00:28:00
	Use Excel Commands	00:10:00
	Create and Save a Basic Workbook	00:19:00
	Enter Cell Data	00:12:00
	Use Excel Help	00:05:00
Performing Calculations
	Create Worksheet Formulas	00:15:00
	Insert Functions	00:17:00
	Reuse Formulas and Functions	00:17:00
Modifying a Worksheet
	Insert, Delete, and Adjust Cells, Columns, and Rows	00:10:00
	Search for and Replace Data	00:09:00
	Use Proofing and Research Tools	00:07:00
Formatting a Worksheet
	Apply Text Formats	00:16:00
	Apply Number Format	00:07:00
	Align Cell Contents	00:09:00
	Apply Styles and Themes	00:12:00
	Apply Basic Conditional Formatting	00:11:00
	Create and Use Templates	00:08:00
Printing Workbooks
	Preview and Print a Workbook	00:10:00
	Set Up the Page Layout	00:09:00
	Configure Headers and Footers	00:07:00
Managing Workbooks
	Manage Worksheets	00:05:00
	Manage Workbook and Worksheet Views	00:07:00
	Manage Workbook Properties	00:06:00