Front Office/Reception & Telephone

Front Office/Reception & Telephone

You are an indispensable PR person, creating your firm’s crucial 1st impression to customers and
“YOU DON’T GET A 2ND CHANCE TO CREATE THAT ALL-IMPORTANT 1ST IMPRESSION!”

Who should attend
Those new to the role and experienced front office staff who wish to learn new techniques.

What you can gain

You will come away from the course fully prepared in how to present the right ambassadorial image for your firm, also enhancing your own personality and become proficient in positive & professional communication skills!

Course content

• How to Welcome customers professionally - establishing rapport, assertion (not aggression), and projecting a personality for your firm, that’s without equal!
  
• Personality and Stature - developing and enhancing fully how others will see you at your best!
  
• Actively Listening - so that you never miss information or misinterpret the needs or moods of callers on the telephone or visitors face to face!
  
• Effective Questioning Techniques - that enable you to gain information to meet customers needs, whilst allowing you to professionally control the information flow, through Open, Closed and Alternative Choice questions
  
• Manners and Etiquette - powerful use of vocabulary and voice!
  
• How to Screen callers and visitors, deal professionally, calmly and confidently with anyone.
  
• Handle difficult situations and conflict safely.