february, 2018

This is a repeating event

23feb9:30 am4:30 pmEvent OverReceptionist SkillsTraining for the first Person your Customers MeetTower Bridge Business Centre 46-48 East Smithfield London E1W 1AW

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Event Details

Receptionist CourseProfessional Receptionist Skills

COURSE OUTLINE

Full details of modules and topics covered in this one-day course

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 AUDIENCE

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

 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

Time

(Friday) 9:30 am - 4:30 pm

Location

London - Tower Bridge

Tower Bridge Business Centre 46-48 East Smithfield London E1W 1AW

Future Event Times in this Repeating Event Series

2nd march 2018 9:30 am

Organizer

Taylor Mason0843 289 1713 PO Box 3125 450 Brook Drive Reading RG1 9RX

Ticket Section Title

Receptionist Training - London

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