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:
- Apply highly developed communication skills for improved customer relations
- Present a professional image, create a powerful presence and portray the right attitude
- Understand the power of body language to influence customers on a face to face basis
- Present a professional image and create the right impression even under pressure
- Deal with large groups of people calmly and professionally using effective eye contact
- Apply highly adaptable skills to communicate with confidence over the telephone
- Introduce themselves to customers with pleasant greetings and helpful information
- Be able to know how and when to control the call
- Learn to really listen to customers and understand what they really need
- Become more assertive in asking the right questions and getting customer feedback
- Talk to customers in their own language using the right tone of voice
- React and attend to the customers’ expectations and needs
- Build trust with the customer, whilst portraying a helpful and friendly impression
- Manage customer complaints and difficult situations in a confident and competent manner
- Provide a more personalised service generating 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.