About Workshop
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.
The result?
Your customer will have a positive experience when dealing with your company, motivating them to favor you in future.
Learning Outcomes
• 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?
• First Impression
• Moment of truth
• Good vs Exceptional customer service
Communication
• Why communication goes wrong
• Getting communication across
• Personal communication style questionnaire
Question Techniques
• What are open questions?
• What are closed questions?
• T.E.D. Technique for open questions?
• Funneling Technique
Listening Skills
• Listening skills questionnaire
• Listening skills Tips/Techniques
Telephone skills
• Telephone skills self diagnostic
• Inappropriate language/phrases exercise
• Effective telephone communicators
• Poor telephone communicators
The factors of the voice
• Power
• Pitch
• Pronunciations
• Pace
• Inflections/Emphasis
Professional handling of incoming calls
• Steps of incoming an incoming and outgoing call
• Warm transfer of calls
• Message taking
Telephone work- Standard Monitoring Checklist
Assertiveness
• Assertiveness, aggressiveness and passivity
• Positive words and phrases
Dealing with anger
• Irate People- Tips and Tactics
A personal Action Plan
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