Making the Difference... at Reception, Thales Training Consultancy

MAKING THE DIFFERENCE... AT RECEPTION

Duration:

1 day

Price:

£395.00

Locations Available:

Basingstoke
07 Oct 08

Crawley
06 Aug 08
04 Dec 08

Suitable For:

This course is designed for those who represent their organisation in a front line receptionist role.It focuses on the key skills required to present an organised, confident and professional approach to visitors and telephone callers, examining the role from a customer service perspective.

Benefits of Attending:

By the end of the course participants will be able to:

Use key communication skills over the telephone to project a positive, confident and professional image to customers
Use body language to communicate with customers more confidently and effectively face to face
Take appropriate professional action when faced with difficult callers or visitors
Develop an individual action plan to implement new skills and knowledge into the workplace

Course Outline:

The Importance of the Receptionist’s Role

The impact of the first contact in enhancing the perception of your organisation
Internal and external customer service responsibilities

Receiving Visitors in a Professional Manner

The welcome greeting
The importance of body language and the impression it portrays
How to present an efficient and proactive service

Call Handling Skills

Creating a positive first impression over the telephone
Sounding professional and confident
Receiving, placing and redirecting calls
Questioning and listening techniques
Taking messages
Encouraging use of voicemail

A Professional Approach to Difficult Situations

Handling unwanted visitors
Handling unsolicited sales calls
Dealing with angry or aggressive individuals
Appreciating the caller’s point of view, not taking it personally

Time Management and Multi-Tasking

Managing the telephone and face to face elements of the reception role
Prioritising calls and visitors

Action Planning and Reviewing your own Approach

Developing individual action plans for implementation back in the workplace