Exceptionist Receptionist Skills

Exceptionist Receptionist Skills

27th April 2017
9:30 am - 5:30 pm

Location:
James O' Keeffe Institute

Places remaining: 6
Cost: €150.00 (Plus booking fee)

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Course Name: Exceptional Receptionist Skills

Start Date: 28th April

Time: 09:30 – 5:30pm

Duration: 1 Day

Venue: James O’Keeffe Institute, Newmarket, Co. Cork

Tuition Fee: €150

Accreditation: Cert of Attendance

Overall Aim:

The focus of the workshop is to help staff develop a greater understanding of the importance of creating the right impression in their day to day communications with customers over the telephone and on a face to face basis.  Participants will learn how to develop the essential communication skills needed in order to build confidence with customers and deliver a great customer experience at all times.

Objectives:

After completing the workshop, each participant will be able to:

Overcome reluctance & build confidence when handling incoming sales enquiries
Get the best out of each new call and generate new business
Open up sales enquiries and get the person talking
Portray a professional image & build trust with customers
Have the right attitude and learn to really listen to customers
Be assertive and know when to pass the call or lead the conversation
Ask the right questions to qualify sales and get customer feedback
Be able to pre-empt customers’ expectations and needs
Paint pictures with words & present relevant benefits to interest customers
Build a case, handle objections effectively and qualify the price
Learn to recognise buying signals & when to ask for the order
Develop personalised communications & generate happier customers
Workshop Content:

The essence of professional communications in business
Communicate effectively with customers when managing reception
Deliver great first impressions for influencing a customer
Manage the right attitude for good customer relations
Understand the power of body language in communication
Deal with large numbers of people confidently using effective eye contact
Use the telephone effectively and professionally to create great impressions
Portray a powerful presence and the right attitude in the essential “meet and greet”
Know when and how to manage telephone calls whilst managing distractions
Essential and active listening skills and the importance of showing empathy
Understand the customer’s needs – ask the right questions to meet expectations
Assertive behaviour  – the appropriate behaviour for interacting with customers
Talk in the customers language
Tone of voice – it’s not what we say, it’s how we say it
Manage customer complaints and difficult situations positively for on-going relations
Training method:

The training will take the form of a one–day workshop, with group discussions, exercises and feedback based on individual/group needs.  Each participant will receive a workshop manual.

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