Meeting and Greeting Visitors

• Making an excellent first impression and communicating company values effectively
• Establishing the needs of new visitors and showing recognition to regular visitors
• Managing the reception area and keeping visitors informed

Multi-tasking

• Handling telephone callers and face to face visitors simultaneously
• Prioritising administrative duties, booking appointments and managing ad-hoc tasks
• Keeping calm under pressure and avoiding behaviour that could be misinterpreted

Communication and Customer Service Skills

• Developing a positive attitude and mindset
• Positive body language and facial expressions to make yourself more approachable
• Using voice, tone and language to build trust and confidence
• Active listening, effective questioning, empathy and rapport building techniques

Handling Difficult Situations

• Keeping calm when dealing with abusive people on the telephone and face to face
• Managing expectations, complaints and difficult behaviours
• Delivering bad news constructively
• Assertiveness techniques to make requests and to say no with confidence

Telephone Manner and Etiquette

• Developing a professional telephone voice and using the correct phrases
• Screening enquiries, placing callers on hold correctly and taking accurate messages
• Handling sales calls assertively

• Training can be delivered at your premises or a venue of your choice throughout the UK.
• Course length, topics, delivery style and practical's are tailored to your requirements.
• Bespoke Course Manual & Certificate Awarded.

• Course Length: 1 day (9.30am - 5pm).
• Course Manual & Certificate Awarded.
• A maximum of 6 delegates per course ensures plenty of personal coaching is given and

     individual needs are met.