Corporate Receptionist Training | We Conduct In-house Training Countrywide
The reception desk is the face of your company. In most cases, this department is the first point of contact with your customers, whether by telephone or face to face. Your customers will always judge your company based on the first impression they got at reception. Get your receptionist trained by our experienced facilitators to deliver exceptional service to your most important customers.
Reception staff should be professional at all times. If your customer's are not treated well, they will take their business elsewhere.
Course Objectives
Upon completion of the Professional Receptionist Training Course, the learner will be able to:
- Ensure that from the moment the customer arrives, every detail is taken care of, every need is met, every expectation is exceeded with the right level of professionalism and informed service.
- Provide personalized service according to laid down processes and procedures.
- Monitor guest satisfaction at pre-demined intervals, evaluate & analyze feedback and determine satisfaction levels.
- Communicate effectively with all customers.
- Resolve customer complaints efficiently and effectively.
- Promote the company image by providing highest standards of service
Our professional receptionist course is conducted in-house countrywide! We also offer it via distance learning.
Target
This training course is suitable for all frontline/ reception staff working for:
- Private companies
- Public companies
- Government departments
- Hospitals and Doctors' Offices
- Hotels & Resorts
- Lodges and Guest houses
What is Covered?
Our Receptionist Training covers:
- Effective relationships with staff
- Customer Service
- Telephone etiquette
- Receiving and assisting customer
- Customer information and booking services
- Monitoring customer satisfaction
- Company layout, facilites and services
Effective Relationships with Staff
Contains the following elements:
- Channels of communication
- Improving internal communication
- Communicating with your supervisor
- Dealing with staff in a polite manner
- Dealing with individual characters
- Effective communication
- Welcoming a new staff member
- Dealing with conflict situations
- Conflict management styles
- Methods of conflict resolution
- Prioritizing work
- Dealing with obstructions and interruptions
Customer Service
Contains the following elements:
- The customer as a source of revenue
- Customer satisfaction and company profitability
- Annoying habits
- Anticipating customer needs
- Confidentiality of company and customer information
- Greeting and assisting of guests
- Promoting facilities and services
- Customer expectations
- Customer reaction to poor service
- Effective communication & improving customer service
- Customer care in other fields and industry
- Dealing with customer complaints
Telephone Etiquette
Contains the following elements:
- Communicating on the telephone
- Professional greeting
- Your voice and body language
- Dos and don’ts
- Telephone etiquette
- Assisting customers
- Putting calls on hold
- Responding to requests for information
- Taking and recording messages
- Dealing with complaints
- Completing calls.
Customer Information & Booking Services
Contains the following elements:
- Effective customer care
- Efficient work practices
- Accurate customer information
- Customer needs
- Maintaining information displays
- Handling information requests
- Booking external services
- Transport services
- Delivering items
Monitoring Customer Satisfaction
Contains the following elements:
- Cultural consideration
- Building a rapport and relationship with customers
- Establishing a professional rapport and relationship with colleagues and internal customers (suppliers)
- Supporting other departments
- Customer feedback
- Customer requirements
- Providing information
- Information, policy, and practice
- Following up requests
- Problems with meeting requirements
- Common complaints and appropriate action
- Evaluating/ dealing with complaints
- Dealing with customer complaints effectively
- Identifying the nature of the complaint or incident
- Reassuring the customer
- Tools for effective negotiation and communication
- The HEAT approach
- Customer complaints procedure
Company Layout, Facilities and Services
Contains the following elements:
•Facilities and services
•Product knowledge and customer service
•Professional conduct
•Selling services
Why Choose Us?
When you book training with us, you will enjoy the following benefits:
- Peace of mind – We offer training in-house or at your chosen venue. No travel and accommodation expenses for your staff.
- Staff will be trained on-site, in an environment they are used to and with equipment they will be using.
- Your staff will be trained by experienced professionals.
- Service standards at the highest level.
- Improved KPIs. Trained staff = Improved customer experience = Increased revenue
We Conduct Training In-house Countrywide! Book Today and Improve Efficiency in your Reception.