Business Skills Training | Telephone And Reception Skills
Title: Telephone And Reception Skills
Course Code: SSG01 | Duration: 1 Day

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?

Customer Services staff or office administrators who work at the shop window of the company and who are responsible for answering the telephone.

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 Content

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