First impressions are critical to future business success You may have invested in an outstanding marketing campaign, spent money on your reception area and offices, but the first and perhaps lasting impression your existing or potential clients form of your business could be determined solely by their interaction with your receptionist or call centre staff. These members of your team are your frontline attack in today’s highly competitive business environment and as they interface directly with your clients, your success or failure can sometimes rest solely in their hands.
Frontline staff deal with a lot of stress and pressure This workshop is your opportunity to ensure that your frontline staff are equipped with the skills, techniques and knowledge to deal effectively and efficiently with your customer, exceeding their expectations and ensuring that your business has the reputation of delivering exceptional customer service. The workshop focuses on customer care, understanding the customer’s needs and techniques for dealing effectively with difficult or angry customers. It will also equip delegates with the knowledge and skills to handle stress, pressure and to remain calm and rational under difficult circumstances, dealing with questions and complaints right the first time.
A highly motivational workshop the Professional Receptionist Telephonist Skills deals with the principles of customer care and the steps needed to ensure effective communication with all internal and external customers. It deals with the issue of diversity, active listening and how to successfully have a difficult conversation and deal with complaints and queries. The second part of the workshop is devoted to the practical implementation of the principles learned in the first session, focusing on role-plays and mock telephone conversations ensuring that the delegates will are able to return to work equipped with the practical tools to improve their level of customer satisfaction.
WHO SHOULD ATTEND
Telephonists/ Clerks/ Receptionists/ Call Centre Operators/ Anyone who uses a telephone or has face-to-face dealings with customers
How to become positive about clients
Learn how your own attitudes and choices can influence the client’s perception of you and your business
The principles of customer service / What do customers expect from you?
Answer questions and deal with queries right the first time
How to listen actively and communicate effectively with everyone
Learn to communicate efficiently with all levels of internal and external customers
Communicate effectively face-to-face and in writing
How to really listen
Tips for being a great receptionist/ telephone etiquette and powerful telephone tips
Improved inter-personal skills
How to deal with difficult customers/
Learn how to calm down angry people and remain calm and rational yourself
Deal with the stress of your job and remain positive and enthusiastic
Manage your time to deal with interruptions, visitors, callers waiting
Why appearance is important
THIS WILL BE COVERED IN DETAIL?
Become positive about customers
How your own choices can make the difference
The principles of customer service
What do customers expect from you?
How to answer questions and deal with queries right the first time
Effective communication skills
The communication process: Non-Verbal, Oral, Written Communication
Barriers to effective communication
Non-Verbal Behaviour for Effective Communication
Active Listening and keys to effective listening
Feedback and steps to provide feedback in difficult conversations