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Receptionist and Customer Service Skills

Receptionist and Customer Service Skills
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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
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