The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation.
This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day.
There are six key reasons to take part in this workshop. It will help you:
See your role in a new light
Develop your communication skills
Deal with different types of customer and situation
Boost your confidence
Cope in a pressurised environment
Get more satisfaction from your working day
1 Introduction
Workshop objectives and personal objectives
The challenges of 21st century communication
What makes an excellent point of Reception? And why is it so important?
Who and where are our customers?
As a customer, how do you like to be treated?
What makes people feel valued?
Objective and subjective aspects of customer service
'Micro moments' that shape the relationship
2 Communication on reception
Definition of communication
Barriers to good communication
The 'recipe' of verbal, vocal and visual aspects of communication
Differences between communicating face-to-face and on the telephone
Communication 'leaks'
The primitive human response
The impact of visual communication - body language, gesture and facial expression