RECEPTION SKILLS

We have combined elements of three of our workshops to create this one for reception staff, with particular emphasis on Dealing With Difficult situations, Customer Service and Effective Communication

LINKED WORKSHOPS AND SERVICES

Usually one day from 10:00-16:00

By the end of the workshop participants will be able to:

• Explain why difficult situations arise

• Explain what makes people difficult

• Demonstrate the skills required to deal with difficult callers, both face-to-face and over the telephone

• Explain non-verbal communication, and why body language is important

• Demonstrate effective listening and questioning techniques

• Understand the expectations of 'customers' of their service and how to respond to them