Events
Telephone & Reception Skills
Member price – £195.00 +VAT
Non-member price – £210.00 +VAT
Duration – 1 Day
Course Information:
First impressions are lasting impressions; there is no second chance, when you are dealing with people, either face to face or on the telephone. Receptionists are the shop window to your organisation; the image they present is a vital component for the success of any business and the one that the customer or visitor takes away with them.
Who Should Attend Telephone and Reception Skills Training?
- PA’s and Reception staff
- Customer Services staff and Office administrators
Benefits from Attending the Training:
- Present a positive personal image to customers
- Use appropriate styles of communication – including questioning and listening techniques
- Receive and make effective telephone calls
- Respond to callers’ needs, Deal with difficult callers
Course Contents:
- First impressions – effect on the caller / visitor
- 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, handling messages
- The caller’s perspective, ‘What would I expect from me?’
- Personal discipline and control, handling pressure
- Summarising callers wants and needs – action and agreement
- Reception security management skills
- Managing visitor / caller records
Book this training course
Related Events
Member price – £195.00 +VAT
Non-member price – £210.00 +VAT
Duration – 1 Day
Course Information:
First impressions are lasting impressions; there is no second chance, when you are dealing with people, either face to face or on the telephone. Receptionists are the shop window to your organisation; the image they present is a vital component for the success of any business and the one that the customer or visitor takes away with them.
Who Should Attend Telephone and Reception Skills Training?
- PA’s and Reception staff
- Customer Services staff and Office administrators
Benefits from Attending the Training:
- Present a positive personal image to customers
- Use appropriate styles of communication – including questioning and listening techniques
- Receive and make effective telephone calls
- Respond to callers’ needs, Deal with difficult callers
Course Contents:
- First impressions – effect on the caller / visitor
- 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, handling messages
- The caller’s perspective, ‘What would I expect from me?’
- Personal discipline and control, handling pressure
- Summarising callers wants and needs – action and agreement
- Reception security management skills
- Managing visitor / caller records
Book this training course
Related Events
Member price – £195.00 +VAT
Non-member price – £210.00 +VAT
Duration – 1 Day
Course Information:
First impressions are lasting impressions; there is no second chance, when you are dealing with people, either face to face or on the telephone. Receptionists are the shop window to your organisation; the image they present is a vital component for the success of any business and the one that the customer or visitor takes away with them.
Who Should Attend Telephone and Reception Skills Training?
- PA’s and Reception staff
- Customer Services staff and Office administrators
Benefits from Attending the Training:
- Present a positive personal image to customers
- Use appropriate styles of communication – including questioning and listening techniques
- Receive and make effective telephone calls
- Respond to callers’ needs, Deal with difficult callers
Course Contents:
- First impressions – effect on the caller / visitor
- 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, handling messages
- The caller’s perspective, ‘What would I expect from me?’
- Personal discipline and control, handling pressure
- Summarising callers wants and needs – action and agreement
- Reception security management skills
- Managing visitor / caller records
Book this training course
Related Events
Member price – £195.00 +VAT
Non-member price – £210.00 +VAT
Duration – 1 Day
Course Information:
First impressions are lasting impressions; there is no second chance, when you are dealing with people, either face to face or on the telephone. Receptionists are the shop window to your organisation; the image they present is a vital component for the success of any business and the one that the customer or visitor takes away with them.
Who Should Attend Telephone and Reception Skills Training?
- PA’s and Reception staff
- Customer Services staff and Office administrators
Benefits from Attending the Training:
- Present a positive personal image to customers
- Use appropriate styles of communication – including questioning and listening techniques
- Receive and make effective telephone calls
- Respond to callers’ needs, Deal with difficult callers
Course Contents:
- First impressions – effect on the caller / visitor
- 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, handling messages
- The caller’s perspective, ‘What would I expect from me?’
- Personal discipline and control, handling pressure
- Summarising callers wants and needs – action and agreement
- Reception security management skills
- Managing visitor / caller records