The Workbook is aimed at all those who work as or carry out receptionist duties as part of their job role.

Aims - The Workbook is aimed at all those who work as or carry out receptionist duties as part of their job role.

This may include:

• Dealing with colleague
• People from other departments internally
• External contacts i.e. suppliers, customers etc

Content - The workbook covers the following topics:

• Providing a quality service
• Managing your impact and generating authority
• in your communication
• How I sound on the telephone
• Eight elements of effective communication
• Directing the conversation
• The power of questions
• Complaints and criticisms
• Suggested guidelines for dealing with abusive callers
• Barriers and how to deal with them

Outcomes – By using this Workbook you will:

• Be given receptionist and telephone communication principles and skills in order that you are equipped to give excellent customer service to your customers.
• Have an understanding of quality customer service and how you impact on it.
• Have an increased awareness of your impact on the customer via communication style (body language, tone, mannerisms).
• Understand and demonstrate assertive behaviour in dealing with the customer – both over the phone and face to face.
• Understand how to deal with complaints and criticisms.
• Have key skills needed to be an effective communicator on the phone and in person.

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• Price £ 35.00 (Inc VAT)