Frontline Excellence / The Pure Receptionist
Details
Who is the most important person in your company?
Your Receptionists are the 'gate–keepers' to your company and usually the first point of contact for prospects and customers.
Receptionists are responsible for how your company is perceived and 1st impressions are critical.
A negative perception can make or break customer relationships and even sales deals, so serious thought must go into why your Receptionist is probably the most important person in your company.
They represent your BRAND so should therefore be carefully selected and trained.
A Typical Scenario …..
Several phone lines are ringing, lights on the phone are blinking, co-workers are asking questions, and here comes a customer…
How does the person manning the front desk of your office or business handle several people simultaneously with professionalism and poise?
What message does your customer receive – one of chaos or one of professionalism?
This fast-paced course is specifically designed to answer these and other important questions.
WHO SHOULD ATTEND?
Any person who is responsible for your company’s “First Impressions”
Outline
- Where Customer Excellence Starts
- Internal versus external customers
- Image and grooming
- Knowing my company
- Why customer care is important
- Meeting and exceeding customer expectations
- The communication jungle: Understanding different communication styles
- Ambassadors for your Company
- Welcoming people to your business
- Directing client traffic
- Ethics and discretion
- Proper etiquette
- Excellent Telephone Skills
- Call response time
- Putting callers on hold
- Transfer of calls
- Dealing with visitors
- Taking messages
- Handling Difficult People and Situations
- Empathy
- How to deal with ANGER and CONFLICT
- Calming difficult customers
- Handling complaints
- Plans for Tomorrow
- Putting it all together
- Action plan
Our training is based on creating an environment where the learner is the most important person. The trainer is there to guide and facilitate. Within our programmes, participants become engaged in an experience that mirrors the pressures and challenges faced in a real-world situation.
Personalised Certificates are issued to each delegate on completion of the programme
DURATION
One day workshop.
Visit http://www.peergroup.co.za/ now for more information
Special Offer
The Peer Group consists of skilled specialists, who cumulatively have more than 80 years of experience in the Human Resource field.
The Peer Group has been in business for over 16 years and prides itself on it’s loyal Customer Base. Our clients regard our facilitators and training as world class. In our programs, participants become engaged in an experience that mirrors the pressures and challenges faced in a real world situation.
The Peer Group’s point of difference lies in the results they achieve.
The Peer Group strives to consistently exceed customers’ expectations in terms of:
- World class training programmes
- Brilliant trainers
- Excellent customer service
