Lightbulb

This introductory course is designed to prepare you for the requirements of a front line receptionist position including customer service, bookings, telephone protocol, appointments and much more.

Entry Requirements

None

Student Instructions

Student to bring pen and paper.

Topics

First Impressions

• You are your Company’s Ambassador
• How to make an Excellent First Impression
• Self Esteem
• Assertiveness

Presentation Skills

• Wardrobe that works
• Essentials of Grooming

Quality Customer Service

• How to identify the Individual Needs of Customers
• Providing excellence in Customer Service
• Managing Multiple Customers

Handling Difficult Situations

• Diplomacy
• Tact
• Ethics
• Examples of Difficult Situations and Solutions

Communication

• Verbal Communication
• Non Verbal Communication
• Listening Techniques
• Questioning Techniques

Telephone Techniques

• Using your voice effectively
• Tips to enhance Performance
• Expressions to Avoid

Teamwork

• Identifying your Team Style
• Understanding the Needs of Your Team Members
• Team Decision Making

Administration

• How to effectively manage your Diary
• Managing Meeting Room Bookings
• Managing Staff Location
• Message Taking
• Electronic Messages and emails
• Using Microsoft Work for Letters/Faxes/Meetings/Minutes
• Other Essential Admin Skills

Career Prospects

Receptionists and Office Administration positions.
Further study is also available in other areas including Office Administration, Word Processing, Excel, MYOB, Bookkeeping, Computing etc.

Delivery Style

You will receive an easy to follow manual and other hand outs from the teacher with activities and group discussions.

Outcomes

Students will gain an understanding of Frontline reception work. You will learn how to deal with customers and fellow work mates of all levels face to face and also over the phone. You will also gain knowledge in typing business correspondence.

Location

Southport Campus GCIT

Room

I.04.018 SPT

Room I.04.018
4th floor

Address

Cnr Scarborough Street & Nerang Road Southport 4215

Directions

The Campus has two entrances, one on Nerang Street which takes you into the building on the ground floor and one on Scarborough Street where you are entering on the second floor.

Instructions

If you arrive at the campus and cannot find your classroom please contact security on 5581 8615

The first group of numbers of your room indicate the floor your classroom is on.

Lightbulb students can park in the TAFE carpark BUT you must have your course confirmation with you EVERY week to receive the student discounted price.

Show location map