On-line training course catalogue
Client Focussed Reception
Type of course: Classroom
| Fee | £350 |
|---|---|
| Days | 1 |
| Course code | PDCFR |
We currently do not have public dates scheduled for this course.
If you have a requirement for this course, please contact us for the latest course information.
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Overview
The receptionist’s role encompasses a range of duties and requires skills of organisation, assertiveness and interpersonal communication. In particular receptionists need to manage tasks proactively and flexibly, to ensure that the needs of clients are met with a high degree of efficiency, tact and diplomacy.
The course is designed to develop reception staff to meet these needs, offering a range of tools and techniques to manage different situations, and to enhance performance by building self confidence and personal presence.
Anyone who is a new receptionist or who has some experience of being a receptionist and would like to improve their skills will benefit from attending this course.
Delegates will learn how to
- identify who your customers are
- state what makes customer care count and set personal customer care goals
- explore the importance of customer care and identify the key skills required to deliver exceptional customer service
- identify your preferred working style and look at how this impacts on your working relationships with internal and external clients
- obtain from customers a clear understanding of their expectations
- demonstrate the importance of taking responsibility to achieve customer satisfaction
- recognise the importance of positive language in your conversations with customers
- recognise potentially difficult situations, and deal with them proactively, assertively and confidently
Course Outline
- Establish personal objectives for the course
- The best examples of customer service.
- Providing excellent service to customers.
- Customer service behaviours important to your customers.
- Setting personal customer-care goals.
- Customer service – video input.
- First impressions.
- The significance of working styles.
- Levels of communication.
- The conversation cycle.
- Questioning techniques.
- Listening skills.
- Positive reframing.
- Dealing with challenging customers.
- The importance of assertiveness skills.
- Completion of a personal action plan.
Related courses
- Assertiveness skills
- Communicating effectively
- Customer care via e-mail
- Essential skills for the office professional
- Image for impact
- Organising work and time
Link to this page: http://www.xpertise.co.uk/PDCFR
Xpertise – Client Focussed Reception training courses
Xpertise provides Client Focussed Reception training courses from 7 UK locations: in Altrincham Manchester, Hinckley East Midlands, Leeds Yorkshire, London King William Street, Maidenhead Berkshire, Malmesbury Wiltshire and Washington Tyne & Wear – and at 44 partner locations nationwide.
Xpertise Training reserves the right to improve the specification and format of its courses for the benefit of its customers without notice to the customer.