Reception Skills

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 Outline: The receptionists 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: We look at 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 techn