Customer Service Reception Essentials (March 2023)

March 2023 Customer Service /Admin Reception Essentials

The Customer Service Reception Essentials course is designed as a short-duration (3-hour) training course designed to provide new employees working in reception/admin/office roles that have to handle customers in person and/or over the phone with the core customer service fundamental skills that will assist them in delivering great face-to-face, phone and email customer service.

As well as for new employees, this course also serves as a great ‘refresher’ course for existing employees who are a little stale or learnt ‘on the job’ and were never taught professional skills.

While this is a short customer service course of only 3 hours, it’s been decades in the making and goes well beyond the traditional customer service training tropes such as ‘always smile’ or ‘ask the customer how their day has been’.

It leverages the insights and assessment from measuring and observing thousands of customer service interactions over 30 years of training, coaching and assessing.

1. How to Engage

How to create a strong first impression and impact at the start of any service interaction by using effective body language, showing strong ownership and intent, managing expectations and building trust and confidence in the customer.

2. How to Close

How to create a lasting final impression and confident finish to any customer conversation through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell. Staff will learn how to avoid those often awkward, clunky finishes.

3. How to Educate

Participants learn how to initiate open conversations to identify customer needs and then proactively educate customers with tailored, personalised information.

4. Body Language & Voice Projection

Participants will explore and practice the use of good posture, breathing, vocal delivery and body language to enable strong face-to-face and phone communication that builds confidence and trust in customers.

5. Dealing with Difficult Customers

Participants will explore and practice a simple 2-step method for dealing with more difficult customers with effective use of appropriate body language, words and empathy.

6. Email Essentials

Critical tips and techniques to transform your emails when responding to customer enquiries to better engage the reader and deliver information in a clear & concise manner.

Learn more about the course and secure tickets at the link below.