Course details
When several phone lines are ringing, lights on the phone are blinking, co-workers are asking questions, and here comes a customer or client. How does the person manning the front desk of an office or business handle several people simultaneously with professionalism and poise? This course is specifically designed to answer this and other important questions for those who work as an organization's first-impression representative at the reception or front desk.
WHO SHOULD ATTEND:
Anyone who deals with customers, suppliers and interacts with work colleagues in a front of house or receptionist role.
COURSE CONTENT:
- Features of a Professional Image.
- Importance of Non Verbal Communication
- Telephone Techniques
- Verbal Communication Skills
- Handling Difficult People or those with Complaints
- The Power of a Positive Attitude
COURSE OUTCOMES:
- Describe the components of a professional image.
- Identify personal habits and behaviours that project a professional image.
- Understand that their work space is an extension of themselves and should reflect a professional image as well.
- Explain the connection between a professional image and exceptional customer service.
- Manage telephone communication with clarity, accuracy, and courtesy. Improve verbal communication with those they meet face to face.
- Interpret the body language of others to determine how best to communicate with them.
- Demonstrate improvement in their listening skills.
- Minimize interruptions caused by customers and co-workers in a tactful yet positive way.
- Implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients.
- Develop a personal action plan to start incorporating their new techniques.
Course Location
About Training & Selection Services Ltd
TSS Training is an established training and development company with offices in Dublin and Cork. they specialise in the development of Managers, Salespeople and Customer Service staff by offering a wide range of business skills development programmes throughout Ireland and the UK.
All of their training programmes can be personalised by their training team and presented exclusively to ytheir staff at ytheir convenience on or off ytheir business premises. The main benefit of in-house training is that any business ctheirse they offer can be modified to satisfy ytheir team’s specific training requirements and company needs.
The objective of all their training programmes is to give the delegate new skills to transfer back to the workplace, thus improving productivity and performance.
WHY TRAIN?
By teaching “Best Practice” skills they can help improve productivity and performance.
Interactive training is an excellent way of motivating and re-energising ytheir staff.
By improving inpidual skill levels you give people new confidence in their own ability and a feeling of ownership of their role in any organisation.
Training enctheirages team building and mutual employee understanding of each-others role in different departments within any organisation.
Helps to boost staff morale and gives employees a feeling of value within their organisation.
Provides a correct foundation for new starters and prevents bad habits forming.
Proven to reduce staff turn-over and help plan long-term career progression.
WHY TRAIN WITH TSS?
Experienced - TSS Training is in business 14 years with over 1,000 clients in Ireland & The UK.
Experienced - they deal with a wide range of clients in many different sectors.
Service - they can supply management and selling styles profiles on ctheirse completion.
Service - Conduct an introduction meeting and a debrief meeting for each programme
See all Training & Selection Services Ltd courses- Office Skills Course LineEUR 22
EUR 452Duration: Upto 10 Hours - Hotel Reception Diploma New Skills AcademyEUR 23
EUR 282Duration: Upto 10 Hours
