Professional Receptionist Skills

DURATION

This is a one-day training course structured into 14 modules

COURSE AIMS

To raise the awareness of customer service at the reception desk and assist delegates in providing exceptional customer care.TARGET

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?

You only have one chance to create a good first impression, making receptionists and telephonists vitally important (and often under-rated) members of your team.
We work with you to define your objectives, the areas we need to cover and the best method of training delivery for your particular circumstances.
The result ? Your customers will have a positive experience when dealing with your company, motivating them to favour you in the future.

LEARNING OUTCOMES

• Understand the importance of the Receptionist role in delivering excellence in customer care

• Have a common understanding of what exceptional customer care looks like, and gain tips and tactics to demonstrate this level of service

• Understand the importance, and use of, the telephone in delivering exceptional customer service

MODULE 1: Introduction and Course Overview

MODULE 2: Exercise: Getting to Know You

MODULE 3: The Role of the Receptionist

Topics covered:

• Customer Service Exercise
• Bet You Didn't Know That

MODULE 4: Customer Service Principles

Topics covered:

• Superior Receptionist Behaviours
• What Do You See ?
• First Impressions
• Moments of Truth
• Good vs Exceptional Customer Service

MODULE 5: Communication

Topics covered:

• Why Communication Goes Wrong
• Getting Communications Across
• Personal Communication Style Questionnaire

MODULE 6: Questioning Techniques

Topics covered:

• What Are Open Questions?
• What are Closed Questions?
• T.E.D. Technique for Open Questions
• Funnelling Technique

MODULE 7: Listening Skills

Topics covered:

• Listening Skills Questionnaire
• Listening Skills Tips/Techniques

MODULE 8: Telephone Skills

Topics covered:

• Telephone Skills Self Diagnostic
• Inappropriate Language/Phrases Exercise
• Effective Telephone Communicators
• Poor Telephone Communicators

MODULE 9: The Factors of The Voice

Topics covered:

• Power
• Pitch
• Pronunciation
• Pace
• Inflection/Emphasis

MODULE 10: Professional Handling of Incoming Calls

Topics covered:

• Six Steps to Handling an Incoming Call
• Warm Transfer of Calls
• Message Taking

MODULE 11: Telephone Work - Standards Monitoring Checklist

MODULE 12: Assertiveness

Topics covered:

• Car wars exercise
• Assertiveness, Aggressiveness and Passivity
• Assertiveness - The 3 Steps
• Assertive Skill Practice
• Positive Words and Phrases
• Words and Phrases Exercise

MODULE 13: Dealing with Anger

Topics covered:

• Irate People - Tips and Tactics

MODULE 14: Your Personal Action Plan

PLEASE NOTE THAT WE CAN OFFER THIS COURSE IN HOUSE FOR UP TO TWELVE DELEGATES AT A COST OF £949.00 PLUS TRAVEL

AUDIENCE

All front line reception staff who directly come into contact with customers, both face-to-face or on the telephone.

Certificate of completion

Digital certificate - Included