Overview
Do you want to be able to manage your tasks proactively and flexibly? Do you need to make sure you're acting with a high degree of efficiency, tact and diplomacy? Do you want to be confident that you can manage all the different situations that you encounter?
The receptionist's role encompasses a range of duties and requires skills of organisation, assertiveness and interpersonal communication. The course is designed to develop reception staff to meet these needs, offering a range of tools and techniques to manage situations, and to enhance performance by building self confidence and personal presence.
This training may be available onsite; please contact us if you are interested.
Audience
You will benefit from this course if you are a new receptionist or if you have some experience of being a receptionist and would like to improve your skills.
Skills Gained
By the end of the course, delegates will know how to:
- identify your customers
- state what makes customer care count and set personal customer care goals
- explore the importance of customer care and identify the key skills required to deliver exceptional customer service
- identify your preferred working style and look at how this impacts on your working relationships with internal and external clients
- obtain from customers a clear understanding of their expectations
- demonstrate the importance of taking responsibility to achieve customer satisfaction
- recognise the importance of positive language in your conversations with customers
- recognise potentially difficult situations, and deal with them proactively, assertively and confidently
Prerequisites
- There are no prerequisites for this course
Course Outline
- Personal objectives for the course.
- The best examples of customer service.
- Providing excellent service to customers.
- Customer service behaviours important to your customers.
- Setting personal customer-care goals.
- Customer service ? video input.
- First impressions.
- The significance of working styles.
- Levels of communication.
- The conversation cycle.
- Questioning techniques.
- Listening skills.
- Positive reframing.
- Dealing with challenging customers.
- The importance of assertiveness skills.
- Completion of a personal action plan.
The training course outline shown above is a standardised version representing all
the dates shown and may vary from the course you attend. You will be sent the actual
course outline when you enquire about a specific date.