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People skills

Customer Care

Pleasing those hard to please customers

Positive customer skills

Dealing with difficult people

How to be an outstanding receptionist

How to be an Outstanding Receptionist

Programme overview
MODULE 1 - The foundation The basis to outstanding communications How to create the "Halo Effect" How to win people over from the start Ways to make people feel comfortable with you and your organisation Remembering names Putting customers at ease Building rapport with guests/customers Meeting customers expectations Measuring current standards Setting and maintaining standards	MODULE 2 - Confidence & Positive Attitude Self esteem Projecting a professional image Assertion ,you and the customer Handling criticism Non verbal behaviour Getting to win / win Practice sessions Action plans
MODULE 3 - Team skills How do teams work Team formation - forming, storming, norming & performing Team cycle Team effectiveness assessment Preferred roles Characteristics of an effective team Team action plan	MODULE 4 - Telephone skills Transferring calls Screening calls Message taking How to be assertive yet polite How to deal with ramblers Positive language on the phone Action plans
MODULE 5 - How to deal with difficult external customers What makes people difficult How to diffuse difficult situations Face to face Telephone Strategies for maintaining calmness and professionalism Practice sessions Action plans	MODULE 6 - How to deal and negotiate with difficult internal customers Improving relationships with other departments Handling a variety of difficult behaviours Intimidators Back stabbers Negative attitudes Poor communicators Getting to win/win Practice sessions Action plans
MODULE 7 - Personal presentation Projecting a polished professional image Hair Make up Wearing your uniform with pride Non verbal behaviour Personal Make up consultations/demonstration Action plan	MODULE 8 - Putting it all together Reducing stress Looking for opportunities Managing your work area Enjoying your time at work Maintaining quality Action plans

This programme is usually held in a series of half day modules. The same module is run both am & pm so that staff can either man the reception areas or attend the module and vice versa. Modules can be mixed and matched depending on your needs. The programme can also be adapted to secretaries and admin staff.