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Customer Care for the Receptionist
Customer Care for the ReceptionistFace to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
- 1 day Instructor-led workshop
- Courses never cancelled
- Restaurant lunch
Since first impressions count, our aim is to turn the client into a fan.
Whether you run a multi-national corporation or a small business, your success hinges on how your operation is perceived, and it's often beyond your control. The impression your staff give at the first point of contact is a vital reflection on the way you do business, and typically one of the most under-rated sources of advertising.
You may spend a fortune on marketing, yet the way you announce yourself to the world is right there at the reception. How well does it represent you? How do you want your business to be seen and perceived?
Whether you run a multi-national corporation or a small business, your success hinges on how your operation is perceived, and it's often beyond your control. The impression your staff give at the first point of contact is a vital reflection on the way you do business, and typically one of the most under-rated sources of advertising.
You may spend a fortune on marketing, yet the way you announce yourself to the world is right there at the reception. How well does it represent you? How do you want your business to be seen and perceived?
Syllabus
Who is this course for?
Receptionist staff have a lot of work they have to do; collect post, take messages, organise meeting rooms, welcome callers, answer telephones, supply copying paper, accept deliveries, and much, much more – and all in good spirits. This course is for managers and their Receptionist Staff whose duties are required to flow discreetly and efficiently in public view and to promote a calm, friendly and welcoming environment to the visitor.
Objectives
- The role of the Receptionist
- To define great service with impeccable style
- The dynamics of personal influence
- Successful Principles of Communication
Prerequisites
Bring along your vision to have the highest standard representing your business, and a willingness to support the change.
Benefits
The receptionist is the most important person in the company after the boss! Many receptionists feel undervalued and often cannot even imagine that fact. This course offers an insight into- The power of responsibility, self-management and representation packaged into open discussion and practical techniques.
- Think about protocols which can leave every visitor, supplier, contractor and employee feeling great!
- What to do to make an impact, to exceed expectations, to influence, and for greater client care, are the subtle skills you are always looking to improve.
- Create a brand for your reception that aligns with your broad company message.
- You'll come away refreshed and with new ideas to handle the busy receptionist environment with vigour!
Course Syllabus
The Impact Protocols
Of warm Intentions: become an Ambassador
Anticipate the Presentation: self-regulation techniques and deportment
The Power of Suggestion
Attitude and Atmosphere: creating the environment
What makes Service exceptional?
The Command Centre
Everyone Counts
Recording the Detail: keeping track (messages, appointments, deliveries, meeting rooms, etc)
Assertively Measured
The Centre of Attention
The Conversationalist
The intuitive questions to ask
Why it sometimes goes wrong?
Communication Styles: how to use them for understanding
Internal Technology; dealing with interruptions, computer fails, etc
What do you represent?
Keeping your cool with the Salesmen - and with angry clients.
Prices & Dates
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
Face-to-face training
Training is held in our modern, comfortable, air-conditioned suites.
Lunch, breaks and timing
A hot lunch is provided at local restaurants near our venues:
- Bloomsbury
- Limehouse
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Refreshments
Available throughout the day:
- Hot beverages
- Clean, filtered water
- Biscuits
Online training
Regular breaks throughout the day.
Learning tools
In-course handbook
Contains unit objectives, exercises and space to write notes
24 months access to trainers
Your questions answered on our support forum.
Training formats & Services
Training Formats & Services
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Sales & Customer Service Training range
- All courses
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- Customer Service Excellence
- Excellent Account Management
- Fundamentals of Selling
- Introduction to Successful Selling
- Selling Skills (2 days)
- Customer Relationship Management
- Customer Care
- Sales Effectiveness
- Introduction to Sales Negotiation
- Advanced Sales Negotiation
- Advanced Successful Selling
- The Business of Hospitality
- Intuitive Sales Skills
- Closing the Sale
- Influence and Persuasion Skills
- Dealing with Complaints and Aggression
- Customer Care for the Receptionist
- Maximising Sales on the Phone
- Writing Sales Proposals
- Introduction to Marketing
- Communication Skills for High Pressure Teams
- Managing Customer Care
- Powerful Sales Presentations
- Customer Complaint Handling
- Professional Receptionist Training Course
- Successful Sales Closing
- Profitable Sales through Effective Planning & Prioritisation
- Sales Training for Non-Sales Professionals
- Key Account Development
- Delivering Customer Satisfaction Assertively
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- Unlocking Business Potential with Customer Profiling
- Sales Leadership Training: Empower Your Sales Team for Success
- Boosting Sales Through Time Management Skills
- Mastering Customer Interactions: Excellence in Email and Telephone Communication
- Mastering the Art of Closing Incoming Calls
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Customer Service Excellence
STL is a company we value for their knowledgeable and skilled trainers as well as the breath of solutions offered and willingness to support our business in the best possible way whilst achieving great value for money but without compromising on quality.
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Training manual sample
Below are some extracts from our Customer Care for the Receptionist manual.
The receptionist plays a multifaceted and
pivotal role in the smooth functioning and success of a company. Their
contributions encompass customer service, security, communication, and maintain
the company’s image and culture.
This wide range of responsibilities and their
high impact is why the receptionist is often considered one of the most
important people in the company.
Here are just some reasons why the
receptionist should be viewed in high regard;
First Point of Contact
·
First Impressions: The receptionist is often the
first person that visitors, clients, and customers encounter when they visit or
contact the company. This first interaction can set the tone for the entire
relationship with the company.
·
Professionalism: A professional, friendly, and
efficient receptionist can create a positive image of the company, while a
negative interaction can have the opposite effect.
Gatekeeping and Security
·
Access Control: The receptionist controls access
to the building and its offices, ensuring that only authorised individuals
enter, thereby contributing to the security of the workplace.
·
Screening Calls and Visitors: They screen calls
and visitors, directing them to the appropriate departments or individuals,
which helps in maintaining the organisation’s security and efficiency.
Crisis Management
·
Handling Emergencies: Receptionists are often
the first to respond to emergencies or unexpected situations, such as medical
incidents, security breaches, or technical problems. Their ability to stay calm
and take appropriate action is vital.
·
Problem Solving: They are skilled in handling
unexpected challenges and resolving issues quickly, ensuring minimal disruption
to the workplace.
Information Hub
·
Knowledge Base: Receptionists have extensive
knowledge about the company, including its people, departments, and processes.
They can provide information and assistance quickly and accurately.
·
Communication Link: They act as a communication
hub, relaying messages, and information between employees, departments, and
external contacts.
Customer Service
·
Client Relationships: Receptionists play a
crucial role in managing client relationships. Their ability to handle
inquiries, solve problems, and provide excellent service directly impacts
customer satisfaction and loyalty.
·
Conflict Resolution: They often deal with
complaints or difficult situations, requiring them to have strong
problem-solving and interpersonal skills to maintain a positive image of the
company.
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