Receptionist and Frontline Staff Training

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Course Description

The competence of staff who deal with customers face-to-face or on the telephone is crucial to the overall success of any organisation. Your levels of customer service will be judged by how effectively your staff respond to and manage incoming and outgoing calls. This workshop will give your staff the skills, knowledge and techniques to handle queries and complaints to effectively and professionally represent your organisation.
1 Day
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Prerequisites

No mandatory pre-requisites.

The participants will

• Appreciate their role in customer creation and retention
• Understand how to use the telephone as a business tool
• Learn some techniques to remain professional in difficult or challenging situations

The role of front line staff

What is their role?
You are the face and the voice of the organisation
Projecting a professional image
How your solutions contribute to customer creation and retention
The four things most customers really want

Professional communication skills

The importance of first impressions
Your voice as a business tool
How your response influences the customer response
Avoiding jargon and casual phrases
Active listening
Rapport building, matching and mirroring

Taking control of communication

Using language the customer can understand
What are barriers?
Using your voice as a business tool
Understanding the communication funnel
How the customer filters your message
It's not what you say it's what they hear

Building the telephone into your day

Preparing for calls
The importance of note taking
Managing visitors and callers simultaneously
Putting callers on hold correctly
Transferring calls to internal or back office staff

The structure of a telephone call

Inbound Versus Outbound calls
Managing each stage of the call

Handling difficult situations on the telephone

Taking ownership
Controlling your own reactions