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Telephone & Reception Skills.

1 Day

Outline:

This entertaining course is aimed at those key people who are in first contact with telephone callers or visitors.

The course will demonstrate the importance of creating an early and positive image of the organisation and will provide delegates with the skills and confidence to ensure that all callers enjoy their 'visit'. Reception management and security aspects are also thoroughly explored.

Who should attend?

Headquarter or branch receptionists, their deputies and assistants who will all enjoy this humorous and revealing course.

However, due to increasingly demanding caller expectations in these days of direct access, when many people have a direct line that is constantly receiving calls from customers, suppliers and colleagues, anyone who may be in a position to answer the telephone as a representative or ambassador of the organisation will take great benefit from the key messages contained in this inter-active course.

Course Content:

• First impressions, the effect on the caller or visitor.
• Can you hear a smile?
• Building personal confidence.
• The effect of words, tone and voice.
• Understanding the need for good listening skills.
• Developing a questioning technique, prompting answers on which to base decisions.
• Taking responsibility for the call and handling messages.
• The caller's perspective, "What would you expect from me"?
• Personal discipline, control and handling pressure.
• Summarising callers wants and needs, the action and agreement.
• Reception and security management skills.
• Managing visitor and caller records.

Delegates will learn to:

• Efficiently manage a reception area in line with established policy.
• Fully realise the fundamental need for excellent and professional reception skills.
• Confidently look forward to receiving people, live or on the telephone.
• Project a perfect first image for the callers and visitors.
• Be cognisant of security and implement security and safety policy.
• Listen and probe, to establish each visitor's or caller's precise requirements.
• Assertively deal with difficult situations; rude, nuisance or complaining callers.
• Efficiently manage a busy switchboard with incoming and outgoing skills.
• Ensure that all callers are responded to quickly and made to feel uniquely important!

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