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Overview
The first impression visitors make of your organisation is
very much influenced by how they are dealt with when they
walk into the reception area. ‘Successful Receptionist’ will
help you hone and develop your skills as a professional and
will help your organisation win and keep customers.
We will help you understand the importance of your role in
delivering excellent customer service both face to face and
on the phone and the importance of projecting the best image
for your organisation. We will look at what excellent
service looks like and give you tips on delivering and
maintaining this level of service to improve your
communications with customers.
Content
We will cover:
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Role and responsibilities of the receptionist
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Communication and attitude, inc listening and body
language
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Promoting a professional image – the reception
environment; meeting and greeting; handling multiple
customers; use of the voice
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Creating and maintaining a strong business relationship
with customers
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Handling complaints
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Excellent customer service
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Essential telephone techniques – professionalism;
greeting the caller; message making and taking;
controlling the call
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Personal development – staying motivated
In addition delegates will be asked to self-assess their
skills using a personal development checklist to help them
identify areas for development and write themselves and
action plan.
Where
Where:
Regent's College
Conference Centre Ltd, Regent's Park, London NW1
4NS.
Regent's College
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