An ambassador for your organization
Why receptionist skills training?
Do your customers encounter staff who do not do your company justice?
Are your people well-meaning but unaware of the effect they have on people?
Or are they just in need of some gentle prodding and team building?
The program aims to
Rise awareness of customer service at the reception desk and assist delegates in providing exceptional customer care.
You have only one chance to
Create a good first impression, making receptionists and telephonists vitally important (and often under-rated) members of your team.
Your customer will have a positive experience when dealing with your company, motivating them to favor you in future.
Understanding the importance of the receptionist role in delivering excellence in customer care
Having a common understanding of what exceptional customer care looks like, and gain tips and tactics to demonstrate this level service
Understanding the importance and use of the telephone in delivering exceptional customer service.
Workshop topics to be covered:
Exercise: getting to know you
The role of receptionist
Customer service principles
Superior receptionist behaviors
What do you see?
Moment of truth
Good vs Exceptional customer service
Why communication goes wrong
Getting communication across
Personal communication style questionnaire
What are open questions?
What are closed questions?
T.E.D. Technique for open questions?
Listening skills questionnaire
Listening skills Tips/Techniques
Telephone skills self diagnostic
Inappropriate language/phrases exercise
Effective telephone communicators
Poor telephone communicators
The factors of the voice
Professional handling of incoming calls
Steps of incoming an incoming and outgoing call
Warm transfer of calls
Telephone work- Standard Monitoring Checklist
Assertiveness, aggressiveness and passivity
Positive words and phrases
Dealing with anger
Irate People- Tips and Tactics
A personal Action Plan