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. 

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.

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.

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.

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