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When customers walk through the door and are greeted by your receptionist or they call your business and the receptionist answers the telephone – they are forming an impression about your company, products and services. Therefore, no matter how busy your receptionist area is, your organization depends on the receptionist to project a professional image through their appearance, behavior, attitude, business manners and communication skills.
The challenge is, how does the person manning the front desk of a company handle several incidents with ease, poise and professionalism? How can they efficiently handle situations when several telephone lines are ringing at the same time, coworkers are asking questions, and customers are waiting for their attention? This seminar is specifically designed to address the needs of those who sit at the front desk and who unwillingly are the first impression ambassadors to your organization.
This training will improve the way your receptionist acts as the "company's ambassador" and how they interact and communicate with your customers or clients. The time-tested skills and techniques we use are proven to lower customer turnover, dissatisfaction and frustrations, and reduced stress on your staff. At the completion of this program they will know how to:
- Treat all customers with respect
- Deal politely and professionally with discourteous, demanding, or dissatisfied clients
- Manage telephone communication with clarity, accuracy, and courtesy
- Answer the telephone correctly
- Handle multiple calls
- Transfer calls
- Politely ask a caller to hold
- Solve communication problems
- Take clear messages
- Enhanced their tonality
- Improve their non-verbal communication skills
- Improve their listening skills
- Assure callers they are being listened to
- Send effective and professional e-mails
- Change their personal habits and behaviors that hinder their professional image
- Improve their appearance including dress and grooming
- Maintain their work space to make it a reflection of their professional image
- Reduce stress by practicing simple exercises they can do at work
- Develop a personal action plan to improve both their image
June 29, 2009 (Monday 9:00 AM - 4:00 PM) Atlanta, GA
July 24, 2009 (Friday 9:00 AM - 4:00 PM) Atlanta, GA
August 28, 2009 (Friday 9:00 AM - 4:00 PM) Atlanta, GA
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Course Outline
The A,B, C’s of Business
In this introductory module they learn that the A, B, C's of business must be studied, analyzed and managed in order to make positive impressions on others; these are:
Appearance, Behavior and Communication.
Components of A Professional Image: Appearance
In this module they learn the components that make a first-class business impression. We use visual examples to help them discover both obvious and subtle signals front-desk employees give before saying a single word. We examine the outward signs of those with a polished presence to give them a better sense of the steps they can immediately take to create a professional image for yourself.
Behavior and Habits That Will Ruin Your Image
In this module they learn the behaviors and habits that can destroy not only their image but that of your organization. They will see how body language, mannerisms, appearance, and personal grooming considerations can enhance or destroy their credibility. Also, they will see that the physical space they occupy at work is an important part of their image that should not be neglected.
Body Language: I Can’t Hear What You Are Saying
In this module, they learn how to interpret their own body language and that of others: Posture, Arm placement, Facial expressions, Smile, Body movements, Proximity and handshake speak volumes. They will become aware of their own body signals and learn how to “read” the subtle messages others are sending; this will help them build rapport with your customers and clients. At the session they will engage in interactive exercises and learn how even small details can promote a favorable or unfavorable impression on others.
Winning with Words: Verbal Communication Skills
In this module they learn how to use words effectively to convey the right message and attitude. They will also learn how the tone of their voice is a very important part of any communication process.
Improving Your Listening Skills
When customers call, two of their most important needs are to be listened to and to be respected. Have you ever noticed how good it feels when someone really listens to you? When we are listened to; our feelings and needs are taken into account, we become more relaxed and open. In this module we focus on what to do and what to avoid when we are listening to our customers to ensure we deliver to their expectations.
Business Image on The Telephone
In this component they learn how to convey a positive image over the telephone by using appropriate greetings that are warm and welcoming. They learn ways to put callers on hold politely and how to avoid keeping them on hold indefinitely. They also receive strategies for taking messages quickly and accurately, transferring calls with ease and grace, and ending calls with overly talkative callers without appearing abrupt or rude.
Effective and Professional E-mails
In this component they learn the basics of effective e-mail communication. We all know that one of the major advantages of e-mail correspondence is that it provides us with a quick means of communication. Unfortunately, because it’s a fast means of communication, some interpret it as not needing much attention which opens the door to less formality and sometimes to communicating in an aggressive manner. If people are not sensitive to the nuances of communicating correctly via e-mails the following can occur: miscommunication, misunderstandings, loss of productivity, loss of trust - or even worst legal problems. In this module, our focus on the do's and don'ts of e-mail communication to make them effective and professional.
Clearing and Organizing Your Desk
In this module they learn techniques and tools they can use to clear and organize their desk to maintain a professional environment.
Handling Difficult People With Diplomacy
Treating everyone with respect whether they deserve it requires tact and remarkable self control. In this module they learn courteous ways to handle visitors who are angry and impatient, or have no appointments. They learn how to deal effectively with problematic customers without losing their patience or manners.
Steps to Reduce Stress at The Front Desk
This module includes valuable information on identifying what is causing them anxiety, irritation, and frustration in the workplace. They learn techniques they can quickly and easily use to keep stress from overtaking their work life.
Action Plan
The last module helps them to develop an action plan. As a result of what they learned, they produce a list of goals and identify the steps they will take to improve their effectiveness at the front desk. They will be able to immediately implement their plans.
June 29, 2009 (Monday 9:00 AM - 4:00 PM) Atlanta, GA
July 24, 2009 (Friday 9:00 AM - 4:00 PM) Atlanta, GA
August 28, 2009 (Friday 9:00 AM - 4:00 PM) Atlanta, GA
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