Introduction Customer perceptions and expectations

• The business place realities
• Customer Impact – The facts
• Customer attitudes
• Customer expectations
• Creating and maintaining a market edge
• Attention to detail
• Understanding the company business

Organisational Skills
Dealing with everyday situations

• Initiative/co-operation/Judgement
• Prioritising work
• Greeting and welcoming guests correctly - Do’s & Don’ts
• Transferring internal calls
• Taking and giving messages
• What information should I relay and confidentiality
• General Administrative Duties of the Receptionist/Customer Care

Communications – the fundamental principles

• The difficulties
• Aids to good communication
• Listening skills including active listening
• Common sense and Courtesy
• R.I.T.E. Method of Voice Projection
• Body Language and what it says about you
• Company Image   

Communication Methods: The Telephone

• The basic principles
• Taking a call
• Making a call
• Using your voice
• Taking Messages

Dealing with Complaints

• Complaints are an opportunity – why?
• Difficult Customers/Difficult Employees
• Handling different types of difficulty
• Keeping control/When to call your Supervisor