We have all seen it before, sitting behind the front desk, a women looking as if she is ready to snap, big hair, too much make up, painting her nails, answering the phone without a smile or even acknowledgment of the person in front of her

The receptionist is the face of any business. The first voice customers hear over the phone and the first face they see when walking into a business. This course teaches receptionists the different forms of communication, telephone etiquette, answering techniques, professional customer service and how to handle difficult customers

 

A selection of topics include:

 

• Understanding the importance of a receptionist
• Creating first impressions - Image and Grooming
• The ABC of telephone techniques
• Taking messages efficiently
• Mastering call response times
• Placing a caller on hold 
• Transferring calls
• Dealing with visitors at the front desk
• Lending an ear with great listening skills
• Asking the right questions
• Understanding body language
• Developing positive body language
• Using your voice effectively
• Handling customers at the front desk
• Developing a service attitude
• Perfecting Time management
• Building trust
• Exceeding customer expectations
• Handling Difficult Customers
• Handling Swearing & Personal threats
• Handling Chatty Caller