Telephone And Reception Skills: First Impressions Are Lasting Impressions
Course Code: BSE01 | Duration: 1 Day
First impressions are lasting impressions; there is no second chance, when you are dealing with people, either face to face or on the telephone. Receptionists are the shop window to your organisation; the image they present is a vital component for the success of any business and the one that the customer or visitor takes away with them.
Who Should Attend Telephone And Reception Skills Training?
- Customer Services staff or office administrators who work at the shop window of the company and who are responsible for answering the telephone.
Benefits From Attending The Training
- Present a positive personal image to customers
- Use appropriate styles of communication - including questioning and listening techniques
- Receive and make effective telephone calls
- Respond to callers' needs, deal with difficult callers
Course Content
- First impressions - effect on the caller / visitor
- Building personal confidence
- The effect of words, tone, and voice
- Understanding the need for good listening skills
- Developing a questioning technique, prompting answers on which to base decisions
- Taking responsibility for the call, handling messages
- The caller's perspective, 'What would I expect from me?'
- Personal discipline and control, handling pressure
- Summarising callers' wants and needs - action and agreement
- Reception security management skills
- Managing visitor / caller records
- Problem-solving workshops
- Questions and answers