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