Our Workshops

IS YOUR TELEPHONIST UP TO SCRATCH?

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.

TRAINING METHODOLOGY

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.