Professional Telephonist & Reception Skills

DURATION: One Day

AIM

To increase confidence and professionalism when working in a Telephonist/Receptionist role

PROGRAMME OVERVIEW

An intensive one day programme that involves a mix of theory, role play, workgroups and self analysing questionnaires. Delegates prepare an action plan at the end of the programme and an optional follow-up session can be arranged if required.

CONTENT

• Aims and objectives
• The benefits
• The team
• Team vision and values
• External perceptions
• How do we want to be perceived?
• Making the transition
• Communication skills
• Why is communication different on the telephone?
• Voice and personality projection
• Verbal/vocal/non-verbal
• Listening and questioning skills
• PAC
• Developing rapport
• Excellence in customer service
• Who are our customers?
• What is excellence in customer service?
• Our charter
• Assertive behaviour
• Understanding the impact of behaviours
• Self analysis using questionnaires
• Rights and responsibilities
• Steps to assertive behaviour
• Professionalism
• What does it mean?
• First impressions - Presenting a positive image
• Confidentiality
• Professional telephone behaviour ¨C controlling calls and taking responsibility
• Managing difficult situations
• Unexpected callers
• Problem behaviour

BENEFITS

By the end of this workshop the participants will have:
• Defined a team vision and mission in terms of professionalism and customer service
• Explored excellence in customer service and benchmarked service levels
• Recognised the need for a positive welcoming approach
• Increased personal effectiveness by developing assertion and communication skills
• Practiced techniques for managing difficult behaviour in callers and visitors
• Defined a practical team and personal action plan, with tangible outcomes, for providing a professional service to internal/external customers

TARGET AUDIENCE

All those who work in a telephonist or receptionist capacity. First line call centre response teams have also benefited from this programme.

To find out more information about any course or programme, you can email us at info@completepeople.com, use the 'Find out more' link above, or call us now on 01329 888180.