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Description
p The often used phrase, quot;just the Receptionistquot;, completely misrepresents the role. An excellent Receptionist is a most valuable resource for any business. Reception is pivotal as a crucial first impression for new clients, consistency for existing clients and disseminating information around the company. In so many ways, the Receptionist makes a substantial contribution to maintaining service standards and working relationships with both clients and colleagues./p p Reception to Perfection deals with the essential skills necessary to represent the business to the best possible effect, within the added pressures of 21supst/sup century communication./p p One - day course outline/p ul …
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p The often used phrase, quot;just the Receptionistquot;,
completely misrepresents the role. An excellent Receptionist is a
most valuable resource for any business. Reception is pivotal as a
crucial first impression for new clients, consistency for existing
clients and disseminating information around the company. In so
many ways, the Receptionist makes a substantial contribution to
maintaining service standards and working relationships with both
clients and colleagues./p p Reception to Perfection deals with the
essential skills necessary to represent the business to the best
possible effect, within the added pressures of 21supst/sup century
communication./p p One - day course outline/p ul li Course
objective, personal objectives/li li 21st century communication
issues/li li Who are our customers?/li li As a customer, how do you
like to be treated?/li li What makes people feel valued? The
service equation/li li Micro - moments of interaction/li li The
communication blend, face -to- face and on the telephone/li li Non
- verbal communication on the telephone/li li The primitive human
response and communication leaks/li li Body language; voice;
words/li li Making the best first impression - greeting clients
professionally/li li Effective questioning/li li How are your
listening skills? Accurate listening key points/li li Active
listening/li li Taking and leaving messages/li li Recognising
different styles of behaviour/li li Assertive communication/li li
Assertive techniques/li li Saying no graciously/li li Dealing with
challenging customer behaviour - angry, non - stop talker/li li
Coping strategies/li li Summary, review and questions/li li
Personal Action Plan/li /ul
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