Client Focussed Reception — A 1-Day Course

 Closed In-House Course

Course Synopsis

The receptionist's role encompasses a range of duties and requires skills of organisation, assertiveness and interpersonal communication. In particular receptionists need to manage tasks proactively and flexibly, to ensure that the needs of clients are met with a high degree of efficiency, tact and diplomacy.

The course is designed to develop reception staff to meet these needs, offering a range of tools and techniques to manage different situations, and to enhance performance by building self confidence and personal presence.

Anyone who is a new receptionist or who has some experience of being a receptionist and would like to improve their skills will benefit from attending this course.

Course Objectives

Delegates will learn how to:

• Identify who your customers are
• State what makes customer care count and set personal customer care goals
• Explore the importance of customer care and identify the key skills required to deliver exceptional customer service
• Identify your preferred working style and look at how this impacts on your working relationships with internal and external clients
• Obtain from customers a clear understanding of their expectations
• Demonstrate the importance of taking responsibility to achieve customer satisfaction
• Recognise the importance of positive language in your conversations with customers
• Recognise potentially difficult situations, and deal with them proactively, assertively and confidently

Outline Course Contents

Establish personal objectives for the course

The best examples of customer service

Providing excellent service to customers

Customer service behaviours important to your customers

Setting personal customer-care goals

Customer service - video input

First impressions

The significance of working styles

Levels of communication

The conversation cycle

Questioning techniques

Listening skills

Positive reframing

Dealing with challenging customers

The importance of assertiveness skills

Completion of a personal action plan