The Corporate Receptionist

Who is it for
Anyone who has a front desk position, who greets visitors or who answers the telephone on behalf of their organisation.


What is it about

• Skills to greet visitors professionally and warmly



• The polish to present a positive image for the organisation



• High standards of customer care



• Techniques for handling aggressive callers or visitors professionally and calmly



• Happy customers

What will i get out of it
This course will teach delegates to present the right image for their organisation through effective communication and customer care. It will show you how to build rapport through appropriate tone and demeanour and handle complaints or difficult people. Essentially, this is a course that will ensure each customer has a good experience and will return to your organisation.


Course overview

• The receptionistÂ's role:
  
• Your importance in the organisation
• representing the company
• putting people in touch



• Receiving visitors:
  
• The welcome greeting
• managing reception
• providing a service for internal and external customers alike



• Presenting the right image:
  
• the two aspects of image: appearance and behaviour
• how to gain confidence



• Customer care:
  
• the first impression is vital, so is the final impression and so is the part in between
• Delegates explore the essentials of caring for those customers



• Communication:
  
• Good communication depends on effective expression and comprehension
• It can easily go wrong, but there are principles to apply to make sure it does not



• Dealing with difficult people: There will always be difficult people but there are ways of dealing with them



• Handling complaints: Some complaints are justified, some are not but they all need to be dealt with sensitively. We look at the techniques which will help to handle complaints and also handle hostility



• Telephone behaviour:
  
• Professional standards of behaviour to aim for



• Assertive, aggressive and passive behaviours: Understanding the different types of behaviour, verbal and non-verbal



• Listening skills: Effective listening is an essential part of good communication and, with the aid of a practical exercise, we will learn why



• Using the telephone: In this section, delegates study different situations which can face us when we use the telephone