Reception Skills

Reed Learning
London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This course will teach delegates to present the right image for their organisation through effective communication and customer care. It will show you how to build rapport through appropriate tone and demeanour and handle complaints or difficult people. Essentially, this is a course that will ensure each customer has a good experience and will return to your organisation

Course Overview
�The receptionist’s role: Your importance in the organisation, representing the company,
putting people in touch
�Receiving visitors: The welcome greeting, managing reception; providing a service for internal and external customers alike
�Presenting the right image: We look at the two aspects of image: appearance and behaviour, how to gain confidence
�Customer care: The first impression is vital, so is the final impression and so is the part in between. Delegates explore the essentials of caring for those customers
�Communication: Good communication depends on effective expression and comprehension. It can easily go wrong but there are principles to apply to make sure
it does not
�Dealing with difficult people: There will always be difficult people but there are ways of dealing with them
�Handling complaints: Some complaints are justified, some are not but they all need to be dealt with sensitively. We look at the techniques which will help to handle complaints and also handle hostility
�Telephone behaviour: Professional standards of behaviour
to aim for
�Assertive, aggressive and passive behaviours: Understanding the different types of behaviour, verbal and non-verbal
�Listening skills: Effective listening is an essential part of good communication and, with the aid of a practical exercise, we will learn why
�Using the telephone: In this section, delegates study different situations which can face us when we use the telephone

What do I get out of it?
�Skills to greet visitors professionally and warmly
�The polish to present a positive image for the organisation
�High standards of customer care
�Techniques for handling aggressive callers or visitors professionally and calmly
�Happy customers
...''

Phone:0800 132 448

School Address:

9 Kingsway, London, WC2B 6XF UK

Jobs & Resumes: London
Houses & Roommates: London

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