Teams that are more confident, more consistent and more professional.
24 Sàrl courses combine methodological input, shared experience, role play and exercises that check what has been learned.
Professional reception management
A structured working day built around the situations people genuinely encounter at the front desk, on the phone and when following up requests.
Who it is for
Staff in regular direct or telephone contact with customers: switchboard operators, receptionists, secretaries, assistants and support teams.
Course chapters
Thirteen chapters, from how communication works through to assessing what has been learned. Open a chapter to see the detail.
The dynamics of communication
Understand what is really happening in an exchange: intention, perception, the message as received. Recognise the most common misunderstandings and their effect on the customer relationship.
What is specific to face-to-face and telephone contact
What changes when the other person cannot see you: the cues that go missing, pacing, rephrasing and how to steer the conversation.
Tone, pace and the emotion in a voice
Treat the voice as a professional instrument: speed, intonation, pauses, and consistency between what is said and how it is said.
Standard phrases and key words
Build a shared repertoire of wording for everyday situations, so that the team speaks with one voice without sounding scripted.
Active listening, directing and acknowledging
Listen in order to understand the real need, direct the customer to the right person and treat their request as worth attending to rather than something to endure.
Questioning techniques
Choose the right type of question for the right moment, to get the information you need without the exchange feeling like an interrogation.
Confirming and closing
Confirm what has been understood, state what happens next and close the conversation cleanly — the step most often skipped.
Practice at the front desk
The habits and reflexes of the reception post: greeting, managing waiting, directing visitors and handling several requests at once.
Writing a quality reception charter
Set down the team's commitments together, so there is a shared reference that works day to day and can be passed on to new colleagues.
Handling the emotional side of complaints
Receive dissatisfaction without taking it personally, bring the temperature down and steer the exchange back towards finding a solution.
Dealing with exceptional cases
Knowing what to do when the usual procedure does not apply: room for judgement, when to escalate, and keeping a record of the decision.
Mindset and keeping to priorities
Sustaining quality over time: weighing up competing urgencies, protecting your own energy and staying consistent from one customer to the next.
Skills assessment exercises
Role play and exercises that let each participant check what is secure and what still needs work.
What participants can do afterwards
By the end of the course, participants will be able to:
- Set up procedures for taking and handling calls
- Apply the parameters of quality reception
- Use new techniques to improve the customer relationship
- Adapt their communication to sensitive situations
- Contribute to a more consistent experience
Materials and assessment
Course materials
- Course materials available online
- Documents provided after registration
- Practical exercises
Skills assessment
- Skills assessment examination where one is planned
- Course certificate depending on the programme agreed
Dates, format and arrangements on request.
Let's start by understanding your situation.
Tell us about your objectives, your teams and the difficulties you are facing. From there we can work out which form of support makes the most sense.
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