Receptionist

Designed for: Those who wish to learn how to provide exceptional customer care
to improve sales and productivity in an instructor-led environment.
Prerequisites: None
Objectives: To be more aware of who your customers are and what they really
want so that you can handle different situations and provide
exceptional customer care.
Benefits
· Workbook with exercises and individual notes to ensure that the skills learnt on this course will be successfully applied and the knowledge consolidated.
· The opportunity to gain the widely recognised Pitman Training Certificate.
Course Content
· Who are your customers?
· What do your customers want?
· How to make Customer Care exceptional
· Customer Expectations
· How good is good enough?
· Building a positive environment
· It's in the detail - things to think about
· Active listening is better listening
· Handling Complaints
· When you were the customer
· Dealing with customer emotions
· Keeping calm
· Calming the upset customer
· Phrases likely to upset
· Getting the problem solved
· Things you would change