Telephone And Reception Skills:

Course Code: SSG01 | Duration: 1 Day | Price Grade: Standard

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