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