Effective Telephonist / Receptionist

Who should attend?

This course is a must for everyone who meets and greets customers, and visitors face-to-face, on the phone or both. It is particularly suitable for all staff who are involved in a frontline position at the reception desk.

Why should you attend?

As the first point of contact, you create a first impression of your organisation that is hard to shake. This course is crammed full of useful tips for creating a great first impression, controlling the situation, choosing the best words, using your best voice and staying calm under pressure. You’ll learn the most effective ways of screening, transferring and blocking calls as well as how to take messages and handle enquiries well.

It’s very common for this role to be treated as a junior one and not very important, but it’s an essential part of your customers’ experience with your company and could be one of the biggest differentiators between you and your competition.

Course outline

  • Who benefits by you becoming an Effective Telephonist/Receptionist? – A look at the importance of this role
  • What makes an Effective Telephonist/Receptionist? – A look a the skills, knowledge and attitudes needed to be outstandingThe importance of first impressions – How long they take and how people form them
  • The impact of your communication – The connection between your body language, voice and words

  • Other people’s calls – How to effectively transfer, screen or block calls

  • Effective message taking

  • Offering to help – Questioning skills and the ‘Funnel Technique’

  • Listening skills – The 5 Rs that will help you listen better

  • Last impressions matter too – How to close the call professionally and follow up effectively


Assessment For those seeking recognition for their learning, this course is based on the ILM unit: Meeting Customer Needs. Successful completion of the assignment will result in the achievement in 2 credits at Level 2.


For those seeking to achieve a qualification at Level 2, you will need to achieve a further 1 credit for the ILM Award or 11 credits for the ILM Certificate.


Course: £140.00 +VAT

Time & Location

9:30AM until 1:00PM @ Twigworth Business Centre

Available dates