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Reception and Customer Service Skills

Reception and Customer Service Skills

Course Outline

Participants attending this training course will gain skills and confidence in all main aspects of front-desk reception activities, including the following topics:

Image and Presentation – The Company’s and Yours

  • Understand the importance of creating a positive and professional first impression on phone callers and visitors.
  • Discuss personal presentation and grooming, as well as maintaining a professional image for the reception area.

Communication Skills

  • Analyze how we are perceived when we communicate, and what contributes to positive speech and body language behaviors.
  • Understand the benefits of asking questions in providing customer service.
  • Investigate a variety of questioning styles to achieve specific outcomes.
  • Employ paraphrasing skills to ensure accuracy of understanding.
  • Develop listening skills, and look into what creates barriers to our listening, and how to overcome these issues.
  • Identify behaviors for building rapport.

Telephone Techniques

  • Investigate and refine techniques for greeting and transferring callers, and putting people on hold.
  • Discuss how to take messages, and what information is necessary for maximum effectiveness.
  • Utilize guidelines for general telephone etiquette.
  • Identify effective methods of deflecting sales and marketing phone calls, balancing courtesy and assertiveness.

Generating Customer Loyalty

  • Understand it takes more than ‘satisfaction’ to generate customer loyalty.
  • Realize the impact of word-of-mouth communication by dissatisfied and delighted customers.
  • Consider the distinction between ‘service process’ and ‘service outcome’, including tips on improving the customer’s experience of both.
  • Identify the ‘Impression Points’ of your business, and how to enhance them.
  • Consider the effects of meeting (and exceeding) customer expectations.
  • Learn techniques for responding to customers’ complaints, upset or anger, to ensure a positive outcome for the customer, and for you.
  • Recognise what is required for the perception of service excellence.

Time Management

Adopt a practical process for managing appointments and tasks in a systematic and consistent way.


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