Further Details
Is it right for me?
Suitable for receptionists, front line staff and administrators who are required to be confident and professional in their approach to visitors and callers, whilst keeping an organised and well maintained reception area.
What will I learn?
By the end of this course you will be able to:
Build good customer relations and project your organisation in a professional manner.
Communicate well, both internally and externally.
Develop effective listening skills.
Take appropriate action when faced with difficult callers and awkward customers, or when handling complaints.
Manage the reception area.
Provide the highest level of internal customer service when taking and relaying messages.
Pre-course Activity
To gain maximum benefit, please bring with you examples of good and bad service you have received. This course requires the completion of a pre-course questionnaire in order that we can ensure that the course focuses on your key issues and needs, and those of your manager.
What will it cover?
Providing Excellent Customer Service
Your role in representing your company or organisation
Defining your customers and your responsibilities to them
The importance of first impressions
Projecting a professional image - being well presented
Maintaining a positive attitude
Welcoming visitors in a professional manner - handling unwanted visitors
Professional Communication Skills
Effective listening skills
Successful questioning techniques
Professional etiquette and effective verbal communication
Powerful use of voice and language
Taking and recording messages accurately
Dealing with conflict
Handling the Telephone and Caller
Your voice - what does it tell the caller about your company?
The importance of clarity and brevity
Receiving, placing and re-directing calls
Screening calls - handling unwanted calls
Dealing with difficult callers - remaining calm and professional
Getting the most from enquiries
Knowing your company’s business
Being prepared at all times
Using discretion
Planning and Organising Your Time
Understanding the principles of prioritisation, planning and organisation
Being well organised - getting the best from your systems and procedures
Formulating an action plan
Testimonial
Natalie Young, Receptionist
The Actuarial Profession
I found this course really enjoyable, and the trainer friendly and interesting. I learnt some great things from the body language exercise and some really good tips on questioning techniques, both on the phone and in person.
Guide price
529 |
