Receptionist Skills

"I can recommend Bryan without hesitation as the most effective trainer I have worked with during my 30 odd years in HR/Personnel management. Our continuing engagement of his services is a testament itself" - H.R. DIRECTOR.

ABC Training Solutions come to you! We do not deliver PUBLIC courses. We come to your company's premises to deliver courses for 1 to 8 (or more) delegates in topics such as supervisory skills, management skills, leadership development, exceptional customer service, telephone techniques, recruitment interviewing, coaching skills, train the trainer, time management, performance management, asssertiveness, appraisal skills, presentation skills and receptionist skills. All you need to do is provide a room to deliver the training.

Duration

1 day, typically 9.30am - 5.00pm

Course Content

Welcome and introductions

• A chance to break the ice (Magic Squares Exercise to demonstrate team working), discuss the process and clarify expectations.
• Completion of first part of Knowledge/Skill Checklist.

  Customer Service - an Introduction

• A discussion around the nature of customer service and the consequences of getting it wrong.

  Role of the Receptionist

• Syndicate exercise exploring the role of the Receptionist with regard to the service offer, including ‘internal customer service’.

• Completion of the Receptionist: How Good am I? questionnaire

  First Impressions

• Exploring why ‘first impressions’ are so important, by highlighting the perceptions customers pick up about level of service - rightly or wrongly!

• Listening skills and body language exercise to highlight the importance of positive non-verbal communication.

• ‘So You Think You’re A Good Listener’ Exercise followed by hints and tips on listening skills, voice projection and body language.

  Communication

• Exercise around communication, what it is and why it is misinterpreted between people

Telephone Excellence

• Discussion centred on the telephone as a tool to develop customer service excellence.

• Discussion and activities centred on good and poor telephone handling, including prioritising face-to-face service with telephone service.

Using Assertiveness

• Discussion around the meaning of assertiveness, and how it differs from aggression.

• Theory input on the 3 Steps to assertive behaviour with a short skill practice to

  Coping with Irate Customers

• A discussion around dealing with irate customers, including practical hints and tips and complaint procedures.

• A case study syndicate exercise to reinforce the approach with difficult customers.

Review and Close

• Review the day's learning and start the action planning process

• Completion of Knowledge/Skill Checklist and Workshop Evaluation form.

About the Trainer
Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 18 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development. Bryan personally delivers all the training. Bryan travels extensively across the U.K. to deliver training, as well as delivering in local areas such as Worcestershire, Warwickshire, Gloucestershire and the West Midlands.