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Reception - Customer Service

Customer Service Telephone Skills

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Customer Service Skills

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'Reception and Customer Service Skills'

One Day Workshop

Course Outline

People involved in communicating with customers will find this workshop enhances their skills and confidence in handling customer interactions.

The workshop will enable participants to increase their effectiveness in projecting a professional image, relationship building, information exchange, active listening, complaints handling, and generating greater customer satisfaction and loyalty.

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

  • Analyse how we are perceived when we communicate, and what contributes to positive speech and body language behaviours.

  • 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.

  • Identify effective methods of deflecting sales and marketing phone calls, balancing courtesy and assertiveness.

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.

Copyright © 2000-2014 Barbara Hoadley

Course Schedule

The next 'Reception and Customer Service Skills' workshop will be held in Sydney on Wednesday 23rd July 2014, 9am-5.30pm. 

This training will be held at a venue in Sydney CBD (address details provided upon booking).  

$400 per person plus GST. Multiple attendee discounts apply.

Group size for Public Courses is limited to 8 participants.

This workshop 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!'

 

 

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