CourseThe Effective Receptionist
Venue: Commerce House, Stoke on Trent
Duration: One Day (9.30am - 4.30pm)
Trainer: Steve Bracey
Cost: £185.00+VAT - Members
Your Receptionist is the first point of contact your customer will probably have with your organisation. As the face of the organisation, Receptionists must provide a professional impression and manage their domain effectively.
Who should attend?
This course is suitable for anyone who is responsible for greeting customers and visitors to your organisation, either face to face or on the telephone, including staff providing temporary cover to the reception area.This is suitable for new receptionists to learn best practice skills and provides an excellent refresher for experienced receptionists.
Meeting & Greeting
Projecting the right image to make an excellent first impression
Manage the reception area.Accurately find out what the caller wants Use positive facial expressions and body language to make yourself more approachable and set your visitor/caller at ease.Active listening, effective questioning, empathy and rapport building techniques.
How to Multi-Task
Learn how to respond to telephone callers and face to face visitors at the same time. Learn how to prioritise those ad-hoc tasks and administrative duties and keep calm under pressure.
Handling the difficult caller/visitor
Learn assertiveness techniques to make requests and refusals confidently. Manage complaints and difficult behaviour and learn how to keep calm when dealing with abusive or unhappy people.Develop the skill of delivering bad news in a constructive way.
Telephone behaviour and manner
Develop a professional telephone voice and using the correct phrases Speech, diction, voice control and confidence.Learn how to take messages the quick, easy and effective way but most importantly - accurately! Find out how to screen enquiries and handle sales calls in an assertive manner.Learn the correct way to put a caller on hold.
Course Date: 6 November 2012 Cost For Members: £185 + VAT Cost For Non-Members: £230 + VAT
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