Summary

This one day course raises awareness of customer service at the reception desk and assist delegates in providing exceptional customer care. This course is designed for all front line reception staff who directly come into contact, both fact-to-face or on the telephone. 

Course content

Exercise: Getting to Know You

The Role of the Receptionist

• Customer Service Exercise
• Bet You Didn’t Know That

Customer Service Principles

• Superior Receptionist Behaviours
• What Do You See ?
• First Impressions
• Moments of Truth
• Good vs Exceptional Customer Service

Communication

• Why Communication Goes Wrong
• Getting Communications Across
• Personal Communication Style Questionnaire 

Questioning Techniques

• What Are Open Questions?
• What are Closed Questions?
• T.E.D. Technique for Open Questions
• Funnelling Technique

Listening Skills

• Listening Skills Questionnaire
• Listening Skills Tips/Techniques 

Telephone Skills

• Telephone Skills Self Diagnostic
• Inappropriate Language/Phrases Exercise
• Effective Telephone Communicators
• Poor Telephone Communicators 

The Factors of the Voice

• Power
• Pitch
• Pronunciation
• Pace
• Inflection/Emphasis 

Professional Handling of Incoming Calls

• Six Steps to Handling an Incoming Call
• Warm Transfer of Calls
• Message Taking 

Telephone Work – Standards Monitoring Checklist

Assertiveness

• Car wars exercise
• Assertiveness, Aggressiveness and Passivity
• Assertiveness – The 3 Steps
• Assertive Skill Practice
• Positive Words and Phrases
• Words and Phrases Exercise 

Dealing with Anger

• Irate People – Tips and Tactics 

A Personal Action Plan

Learning Outcomes

• Understand the importance of the Receptionist role in delivering excellence in customer care
• Have a common understanding of what exceptional customer care looks like, and gain tips and tactics to demonstrate this level of service
• Understand the importance, and use of, the telephone in delivering exceptional customer service