Customer Service at the Reception Desk and on the Telephone

Short description

Target group 
This training is for telephone operators, receptionists and reception desk workers. In this kind of job, you are the first person a customer comes into contact with, be it personally at the reception desk or on the telephone. They rely on your help to make further contact within your organisation. So, you want to leave a positive impression and learn how to work effectively and in a customer-oriented manner.

Course content
After a short theoretical introduction, the course primarily follows case studies. You will exchange experiences with other participants and learn from each other. Telephone and video equipment is used in the course to provide feedback. 

The training course deals with the following topics:

• A personal and professional approach
• Telephone etiquette: greetings, using the customer’s name, showing respect, etcetera
• A clear voice, giving clear information. Asking the right questions, putting customers through correctly, using several lines at the same time
• Personality: how do you come across to the customer? Setting priorities. What does the reception desk look like and what effects does this have on the customer? 

Results
As the representative and the ‘face’ of your organisation, you will know how to leave a positive, lasting impression. You will develop a natural friendly response to customers and know how to ensure they are helped quickly and reliably. You will be able to structure your work with a clear vision of the overall picture.

Duration
1 to 3 days depending on the training goals.