Reception Services
Because first impressions count
First impressions count and nowhere is that more true than on Reception. This programme is designed specifically for reception staff. It will enable them to appreciate the importance of getting it right every time. Through the use of a variety of methods including video clips and interactive theatre delegates will practice key skills and receive feedback on their performance. Informal and thought provoking the training should enable delegates to return to work and provide outstanding customer care over the phone and face to face. What seems straight forward is not always so, as you will see if you look at our customer service views on our Sunday Morning Blog.
Our reception services course outline includes:
- ‘Developing customer focus’
- The importance of your role on reception
- Perceptions of service
- Expectations
- Exploring key communication skills and using these to maximum advantage – face to face and over the ‘phone
- First Impressions
- Listening Skills
- Question Technique
- Body Language
- Sensitivity to cultural considerations
- Understanding the effects behaviour can have on others:
- Trigger, interpretation, arousal, behaviour
- Video clip and analysis
- Key skills for handling difficult situations
- Interactive theatre
- Feedback
- Action Planning
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