Exceptional Receptionist Skills

"Create the right impression & build confidence with customers on reception"

Overall Aim:

The focus of the workshop is to help staff develop a greater understanding of the importance of creating the right impression in their day to day communications with customers over the telephone and on a face to face basis.  Participants will learn how to develop the essential communication skills needed in order to build confidence with customers and deliver a great customer experience at all times.

Who Should Attend:

A practical and interactive one-day workshop, the course is designed for front line staff who regularly communicate with customers and potential customers on a face to face and telephone basis– includes front desk, reception, general staff in customer service, sales, administration, retail and more. 

Objectives:

After completing the workshop, each participant will be able to:

  • Overcome reluctance & build confidence when handling incoming sales enquiries
  • Get the best out of each new call and generate new business
  • Open up sales enquiries and get the person talking
  • Portray a professional image & build trust with customers
  • Have the right attitude and learn to really listen to customers
  • Be assertive and know when to pass the call or lead the conversation
  • Ask the right questions to qualify sales and get customer feedback
  • Be able to pre-empt customers’ expectations and needs
  • Paint pictures with words & present relevant benefits to interest customers
  • Build a case, handle objections effectively and qualify the price
  • Learn to recognise buying signals & when to ask for the order
  • Develop personalised communications & generate happier customers

Workshop Content:

  • The essence of professional communications in business
  • Communicate effectively with customers when managing reception
  • Deliver great first impressions for influencing a customer
  • Manage the right attitude for good customer relations
  • Understand the power of body language in communication
  • Deal with large numbers of people confidently using effective eye contact
  • Use the telephone effectively and professionally to create great impressions
  • Portray a powerful presence and the right attitude in the essential “meet and greet”
  • Know when and how to manage telephone calls whilst managing distractions
  • Essential and active listening skills and the importance of showing empathy
  • Understand the customer’s needs - ask the right questions to meet expectations
  • Assertive behaviour  – the appropriate behaviour for interacting with customers
  • Talk in the customers language
  • Tone of voice – it’s not what we say, it’s how we say it
  • Manage customer complaints and difficult situations positively for on-going relations

Training method:

The training will take the form of a one–day workshop, with group discussions, exercises and feedback based on individual/group needs.  Each participant will receive a workshop manual.

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