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Training Course Summary:

Create the right first impressions for visitors and callers. Master the essential communication skills to ensure that clients and visitors receive a professional and courteous impression of your organisation.

Who Should Attend:

Staff who have a front desk position, or anybody who answers the telephone.

Training Course Overview/Content:

The receptionist's role: Your importance in the organisation, representing the company, putting people in touch
Receiving visitors: The welcome greeting, managing reception; providing a service for internal and external customers alike
Presenting the right image: We look at the two aspects of image: appearance and behaviour, how to gain confidence
Customer care: The first impression is vital, so is the final impression and so is the part in between. Delegates explore the essentials of caring for those customers
Communication: Good communication depends on effective expression and comprehension. It can easily go wrong but there are principles to apply to make sure it does not
Dealing with difficult people: There will always be difficult people but there are ways of dealing with them
Handling complaints: Some complaints are justified, some are not but they all need to be dealt with sensitively. We look at the techniques which will help to handle complaints and also handle hostility
Telephone behaviour: Professional standards of behaviour
to aim for
Assertive, aggressive and passive behaviours: Understanding the different types of behaviour, verbal and non-verbal
Listening skills: Effective listening is an essential part of good communication and, with the aid of a practical exercise, we will learn why
Using the telephone: In this section, delegates study different situations which can face us when we use the telephone