Skills for Reception Staff

First impressions count whether on the phone or face to face with your clients or customers. The workshop will build the confidence of those having to deal with people over the phone or in person at reception.

Participants will learn useful techniques including how to: 

• Give a positive first impression
• Communicate confidently by asking the right questions and listening actively
• Manage difficult calls and situations
• Use telephone techniques with competence
• Receive callers and visitors with confidence
• Appreciate the importance of vocal impact and positive assertive language
• Implement the twenty golden rules of good telephone communication

About this workshop

• This workshop will involve you in a mixture of interactive exercises and discussion. There will be opportunities to practise your new skills through role playing exercises in a supportive atmosphere.
• Our trainers are experts in their topic and deliver courses in a practical, interactive style
• The maximum number of people on a training course is 12 so that the trainer can accommodate the learning needs of each delegate
• A two course buffet lunch and unlimited tea and coffee are included in the price of this course

Timing
Courses start at 9.30 and end at 4.30 p.m. with half an hour for lunch. 

Is this the right course for me?
Yes, if you communicate with customers or clients over the telephone or face to face.

Level
Introductory

Facilitator - Gary

Gary has been specifically involved in learning and development for over 10 years. In this time he has successfully delivered training and managed the L&D function within both the public and private sectors and has in-depth practical knowledge in ways to promote development of people within organisations.

Gary has a very pragmatic but creative approach to training and ensures that the development needs of staff are met through the training he develops and provides. Many of his major achievements are targeted around customer service and people skills, including Sales, Effective Recruitment, Interviewing, Appraisals and Performance Management.

Gary is Certificate in Training Practice qualified and is a member of the Chartered Institute of Personnel and Development. He is also Institute of Leadership & Management (ILM) trained and has managed large scale training projects UK and European wide.

Support available
If your business is located in the West of Scotland you may be eligible for a grant of up to 50% of the cost of participating in these courses. There are a number of places available which are reserved for businesses with less than 250 employees and companies must meet certain eligibility criteria.

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Options

• We can customise this course for you if you have a particular challenge in your company.  One of our specialist advisers will be happy to work on a solution with you.  If you have a group of 12 people who need the same training customised learning is a cost effective way to develop them and costs can be as little as £100 per person. Click here for more information.
• We can also provide one to one coaching in this subject area. Click here for more information