Reception Customer Service Skills Training. Presentation, Communication, Telephone Techniques, Handling Complaints, Customer Loyalty, Time Management

	www.hoadley.net/barbara
Home \| Training Services \| About Barbara \| Contact Barbara \|

'Reception and Customer Service Skills'

One Day Workshop

Who Should Attend This Training?

People who are new to the role of receptionist, or experienced receptionists who recognise they can benefit from continuing development and improvement of their existing skills, will find the 'Reception and Customer Service Skills' training assists their workplace performance and self-confidence.

Course Outline

Participants attending this training course will gain skills and confidence in all main aspects of front-desk reception activities, including the following topics:

Image and Presentation - The Company's and Yours

	Understand the importance of creating a positive and professional first impression on phone callers and visitors.
	Discuss personal presentation and grooming, as well as maintaining a professional image for the reception area.

Communication Skills

	Understand the benefits of asking questions in providing customer service.
	Investigate a variety of questioning styles to achieve specific outcomes.
	Employ paraphrasing skills to ensure accuracy of understanding.
	Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues.
	Identify behaviours for building rapport.

Telephone Techniques

	Investigate and refine techniques for greeting and transferring callers, and putting people on hold.
	Discuss how to take messages, and what information is necessary for maximum effectiveness.
	Utilise guidelines for general telephone etiquette.

Generating Customer Loyalty

	Understand it takes more than 'satisfaction' to generate customer loyalty.
	Realise the impact of word-of-mouth communication by dissatisfied and delighted customers.
	Consider the distinction between 'service process' and 'service outcome', including tips on improving the customer's experience of both.
	Identify the 'Impression Points' of your business, and how to enhance them.
	Consider the effects of meeting (and exceeding) customer expectations.
	Learn techniques for responding to customers' complaints, upset or anger, to ensure a positive outcome for the customer, and for you.
	Recognise what is required for the perception of service excellence.

Time Management

Adopt a practical process for managing appointments and tasks in a systematic and consistent way.

Course Schedule

The next 'Reception and Customer Service Skills' workshop will be in Sydney on Wednesday 30th July, 9am-5.30pm. After this the workshop will run again on Wednesday 27th August, and Wednesday 24th September, 9am-5.30pm.

$400 per person, plus GST.

This course is also available as in-house training.

Please contact me for more information.

Quotes from Participants.....

'Barbs made me realise how important my role is to the company - I feel more pride in being a receptionist now.'

'What a great day - Barbs made it fun as well as very informative.'

'I did Business Studies at TAFE, but I think I learnt more today than in the whole 6 month course at TAFE!'