“I thought the workshop was terrific value for money”
“It saved me so much time”
“This is really timely for an ILM course I’m running at the moment for an NHS Trust (covering coaching, negotiating, managing performance). I can just adapt them and it’ll save me a lot of time.”
“Loads of useful exercises here.”
“I'm sure I'll be looking in here, next time I've got a new course to design”
Workshops We Deliver at your Premises
RECEPTIONIST SKILLS: Service Excellence
Welcome and Introductions
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A chance to break the ice (Magic Squares Exercise to demonstrate team working), discuss the process and clarify expectations.
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Completion of first part of Knowledge/Skill Checklist.
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Customer Service – An Introduction
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A discussion around the nature of customer service and the consequences of getting it wrong.
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Role of Receptionist in the Delivery of Service
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Discussion centred on the products and services offered at the Centre.
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Syndicate exercise exploring the role of the Receptionist with regard to the sales and service offer, including ‘internal customer service’.
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Completion of the Receptionist: How Good am I? questionnaire
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First Impresssions
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Exploring why ‘first impressions’ are so important, by highlighting the perceptions customers pick up about level of service - rightly or wrongly!
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Listening skills and body language exercise to highlight the importance of positive non-verbal communication.
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‘So You Think You’re A Good Listener’ Exercise followed by hints and tips on listening skills, voice projection and body language.
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Telephone Excellence
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Discussion centred on the telephone as a tool to develop customer service excellence.
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Discussion and activities centred on good and poor telephone handling, including prioritising face-to-face service with telephone service.
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It’s Selling (but not as we know it)!
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A syndicate exercise highlighting the opportunities available to ‘sell’ our products and services to our customer.
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Using Assertiveness in Customer Contact
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A discussion around the meaning of assertiveness, and how it differs from aggression.
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Theory input on the 3 Steps to assertive behaviour with a short skill practice to reinforce the model.
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Coping with Irate Customers
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A discussion around dealing with irate customers, including practical hints and tips and complaint procedures.
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A case study syndicate exercise to reinforce the approach with difficult customers.
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Closedown and Review
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Reviewing the day’s learning and start of the action planning process.
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Completion of Knowledge/Skill Checklist and Workshop Evaluation form.
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Materials Exhibition: An exhibition of handouts and business books will be available, covering areas such as: team working; first Impressions / first Checks Example; additional customer service handouts; body language; communication skills; influencing skills.
Duration:1 day, typically 9.30am to 4.45pm but can be flexible to fit into shift patterns of staff.
About the Trainer
Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 18 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development. Bryan personally delivers all the training.
Costs
£400 per day for 1 delegate, £650 per day for 2-5 delegates, £850 for 6-10 delegates plus expenses (travel plus possible (budget) accommodation, depending on location). Costs exclude any venue costs (hire of rooms / catering) or equipment (e.g. Powerpoint projector).
Prior to delivery of the workshop, we would host a telephone meeting with you to establish the nature of the delegate’s roles, their strengths and development areas and any areas of the course you would like us to emphasise.
Any further questions or to book
phone Bryan Edwards, the Trainer, on 07747 602215.
Alternatively email on info@abctrainingsolutions.biz
