Reception Skills

DURATION: One Day

AIM

To equip reception staff with the knowledge and techniques which will enable them to be effective and efficient in their role.

PROGRAMME OVERVIEW

This programme is designed to help participants build confidence and develop the necessary skills and techniques to be highly effective in the role.

CONTENT

• Organisation’s vision and values
• Self-perception, the perception of others: making the transition
• Telephone skills: personality projection: verbal, vocal, non verbal skills
• Developing rapport
• Excellence in customer service: who are our customers?
• What is excellent customer service?
• Assertive Behaviour and Transactional Analysis
• Steps to assertive behaviours
• Defining professionalism
• Confidentiality and professional telephone and reception behaviours
• Unexpected callers and problem behaviours

BENEFITS

Participants will define professionalism and excellent customer service, increase personal effectiveness by developing assertion and communication skills, and recognize the importance of a positive and welcoming approach.

TARGET AUDIENCE

For all receptionists and anyone responsible for managing the switchboard and projecting a positive first impression of their organisation.

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.