The Professional Receptionist

‘You don’t get a second chance to make a first impression’

The role of the receptionist is paramount in creating the appropriate image of a law firm. That initial moment of contact forms an impression that will last throughout the client’s relationship with a firm.

A professional, efficient and personable receptionist is an invaluable asset to the firm. You are the introduction to the client ‘journey’ and remain the linchpin of the ‘customer service’ experience.

Course Content:

  • Defining the receptionist’s role: your importance in the organisation and what the position entails
  • Receiving clients; first impressions and managing reception – providing a consistent service for both internal and external customers
  • Presenting the correct image; managing the firms goals both in appearance and behaviour
  • The client experience; maintaining a constant standard throughout the visit and striving for excellence in customer care at all times
  • The key communication skills; the essential ability to listen and respond, effective multitasking, reassuring the client and resolving issues
  • Dealing with challenging situations and complaints – managing your role with professionalism and sensitivity
  • Understanding different types of conduct – assertive, aggressive and passive behaviour
  • What lessons can be learnt from the hospitality sector?

The course will also examine a range of case studies and ‘real-life’ scenarios, in addition to a number of role-play activities and situation simulations to help realise the course objectives.

What does your fee include?
  • Coffee & Danish on arrival
  • 2 course buffet lunch
  • printed certificate
  • Delegate Stationary
  • Refreshments on tap all day
On successful completion each candidate will receive a course certificate.