Overview

At this course we will reinforce the importance of the receptionist’s role, highlighting how they influence your customers, both face-to-face and on the telephone. In a supportive environment, we will equip them with the key telephone and communication skills they need, to be a success.

who should attend?

All receptionists, front line personnel and relief receptionists.

At the course they will learn

• The importance of the receptionists public relations role in the workplace

• How to implement professional behaviour in the workplace according to dress code, voice projection, self image and posture

• How to deal with difficult callers and customer complaints

• How to correctly greet your customers, face-to-face and on the telephone

• How to keep an organized and well maintained reception area

• How to handle incoming and outgoing telephone calls professionally

• How to provide the highest level of internal customer service when taking and relaying messages

• By reviewing examples of good and bad receptionist practices, delegates will realise why certain behavior is inappropriate

What will the course cover?

Your role in the workplace

• The important role you play in the organisation

Customer Service Excellence

• Knowing your companies business – the importance of understanding the organisation, its goals and products

• Handling enquiries to benefit your organisation

• Welcoming your visitors

• Maintaining a positive attitude

Professional image

• Factors that determine your professional image

• Dealing with the public – become a PRO

• Office etiquette

• Being prepared at all times

Communication skills

• Understanding the challenges and processes of effective communication

• Effective listening and questioning techniques

• Voice techniques

Telephone skills and etiquette

• Tone and attitude - what your voice tells your customers about your company

• Answering techniques - greeting your callers appropriately

• Screening calls and using discretion

• Transferring and re-directing calls

• Leaving and taking messages

• Confidence building techniques

How do I handle difficult customers and callers

• Remaining calm and professional

• Addressing the clients’ needs

• Problem solving techniques

• Stress management

• Handling unwanted visitors

What is included?

• A brilliant trainer

• Comprehensive course pack

• Certificate of attendance

• 5 star training venue

• Lunch, teas and refreshments

• Secure Parking and Disabled facilities