Reception Etiquette Training Half Day
WORLD CLASS FRONTLINE SKILLS
Is your business as professional as it should be in such a Customer Service driven market?
Professional Communication Training teaches, inspires and motivates your team to implement world class customer service. This intense short course is designed for all frontline team members.
It is a practical course designed to handle everyday scenarios: confident professional greetings, screening and clarifying customer requests, announcing and transferring calls to the correct department, complete and accurate message taking, using appropriate professional words and phrases and projecting a positive “can-do” image that creates customer loyalty. Team members will develop skills to understand and be ready to progress many opportunities. This optimises every single sales opportunity that is likely to be there and also gives an extremely professional image of the company.
Who will benefit:
Any person representing your organisation should attend one of our Customer Service/ telephone training programmes particularly as that person may inevitably be ‘put on the spot’.
This course is ideal for inducting new personnel who lack confidence or experience.
Course content includes:
- The greeting.
- Answer calls confidently
- Projecting a positive image
- Responsibilities & obligations
- First impression – last impression
- Creating rapport
- Confidently manage customer queries
- Positive language – “can-do”
- Avoiding slang and jargon
- Effective questioning
- Incoming/outbound call protocol
- Screening callers
- Call control/management
- Transferring/announcing calls
- Accurate message taking
- Manage callers from various cultural backgrounds
- Manage a busy switchboard confidently
- Action Plan
Course format:
Pre-course self analysis, interactive dialogue, video presentation, exercises, skills practices, role plays and feedback and a personal action plan.
Certificate presented to each participant on satisfactory completion
Inclusions:
Everyone receives a comprehensive reader-friendly workbook, to refer to during and after the course. Refreshments also provided.
Customer service training is an investment not an expense.
Check back soon.
