Course Outline

CUSTOMER EXPECTATIONS

• Different types of customers
• Setting and exceeding standards

BEHAVIOUR TYPES

• Verbal and non-verbal behaviour
• Assertive techniques

FIRST IMPRESSIONS

LISTENING AND QUESTIONING

• Controlling the discussion / call
• Capturing data

TELEPHONE TECHNIQUES

• Voice control and language
• Hold, transfer and screen calls
• Reflecting techniques
• Handling difficult callers

Course Objectives

Combining both face-to-face and telephone skills, this highly participative one day course aims to equip delegates with the solutions to ‘real' reception challenges leading to success in the vital role of the receptionist.

Further Details

Delegates are encouraged to practice the new skills they have learnt and take them back into the workplace.