Course Details

Front of Office/Reception Skills

Event Description



15 April 2016


9.30am – 4.30pm



  • To raise the awareness of customer service at the reception desk and assist staff in providing exceptional customer care
  • Iddentify front office needs and understanding of all levels of communication
  • Demonstrate the effects of posivie and negative impressions
  • Explain the meaning and significance of customer care



  • Role of the receptionist in the delivery of service
  • “Moments of Truth” in customer service
  • Examples of exceptional customer service
  • Consequences of poor service
  • Nature of communication
  • Importance of “first impressions” from the customer’s standpoint
  • Positive words, phrases and body language
  • Factors of good and bad communication on the telephone
  • Active listening skills on the phone
  • Coping with anger and complaining customers
  • 3 steps to assertive behaviour to help turn customers around
  • Tactics and tips to cope with complaints and objections
  • Personal action planning

Aims/Aimed at

The aim of this course is to provide knowledge and skills to enhance this very important role, looking at customer care, first impressions and dealing with difficulties.

Booking Information

Register for a course via Queen's Online: then click on iTrent training link in the list of services for staff

Booking URL:
New Course: Yes
Course Type(s):
Staff Categories: All Staff, Clerical and Library Assistants
Keywords: Secretarial, Clerical, Customer Care, Professional Style, Customer Service, Assertive Behaviour, Body language

Course Contact Details

Name: Staff Training and Development Unit
Telephone: 6590/6601