Reception and Telephony Skills
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Course Objectives:
This course is designed to assist delegates to create the right first impressions for all visitors and callers. Delegates will be shown how to master the essential communication skills to ensure clients and other visitors receive a professional, efficient and courteous impression of your organisation.
Contents:
This course includes a variety of modules including: -
• The receptionist's role
• The welcome greeting and managing reception
• Image, appearance and behaviour
• Essentials of customer care
• Communication skills
• Dealing with difficult people and handling complaints
• Professional telephone behaviour
• Assertive, aggressive and passive behaviours
• Developing an effective telephone manner
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Further Details
Who should attend:
This course is ideal for anyone who is new to the role, has limited experience or would simply like to brush up on their skills and learn some new techniques.
Course benefits:
• Presenting a professional image through effective communication and customer care
• Building rapport through adjusting tone and demeanour
• Dealing with complaints and difficult people
• Enhance client retention by being professional, courteous and willing to help
This Training Course is taught in classrooms in the following locations:
Belfast
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
