This course is delivered via Zoom.
Commencing Thursday, 19 November 2020 – Finishes:Thursday, 03 December 2020
3 consecutive weeks – 9.30 am – 11 am
To register: https://www.macarthurcc.com.au/modules/details?ModuleID=ZC4RFDX
The Receptionist and Front Desk Skills
The receptionist and frontline staff are the first point of contact for customers of your organisation or business. More often than not, customers base their impression of your organisation on their first encounter and so the role of frontline staff is essentially about public relations. This workshop has been designed to cover the key communication skills and techniques required of professional receptionists and other frontline staff.
Bring $20 (payable to tutor) for workbook. No concession.
Target Group
Receptionists and all frontline administration staff
Course outcomes
By the end of this workshop, participants will be able to:
- appreciate the role of the frontline staff as ambassadors for the organisation
- understand the qualities of a customer service professional
- recognise how customers rate service
- build lasting impressions and communicate professionally with visitors and customers
- apply the fundamental principles of salesmanship to promote products and services
- handle telephone and personal enquiries effectively
- deal effectively with security and safety issues
- deal with aggressive and challenging customers and visitors with empathy
- screen and refer complaints
Topics include:
- The role of the receptionist and frontline staff as ambassadors for the organisation
- What is good customer service?
- Creating first impressions
- The factors customers use to rate service
- The telephone as a business tool
- Handling private and sensitive information
- The role of frontline staff as super salespeople
- Positive language for positive results
- Taking accurate and complete messages
- Managing priorities
- Dealing with difficult and challenging callers and visitors
- Handling complaints and customer concerns
***NSW Government Subsidised places may be available for qualifying applicants. Please see page 30 of the brochure or contact Macarthur Community College office for more information.
To register: https://www.macarthurcc.com.au/modules/details?ModuleID=ZC4RFDX