How to Improve Reception Skills

How May I Help You? –Front Desk Professional Image Building Program OverviewSeveral phone lines are ringing, lights on the phone are blinking, coworkers are asking questions, and here comes a customer or client. How does the person manning the front desk of an office or business handle several people simultaneously with professionalism and poise? This fast-paced course is specifically designed to answer this and other important questions for those who work as an organization’s first-impression representative at the front desk. In addition to learning the elements of effective verbal and visual communication, participants will find out how to expertly satisfy even the most demanding, difficult people without jeopardizing their health or safety.Program ObjectivesAt the program’s conclusion, participants should be able to:· Describe the components of a professional image. · Identify personal habits and behaviors that impede projection of a professional image. · Understand that their work space is an extension of themselves and should reflect a professional image as well. · Explain the connection between a professional image and exceptional customer service. · Manage telephone communication with clarity, accuracy, and courtesy. · Improve verbal communication with those they meet face to face. · Interpret visual language of others to determine how best to communicate with them effectively. · Demonstrate improvement in their listening skills. · Minimize interruptions caused by customers and coworkers in a tactful yet determined way. · Implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients. · Explain precautionary steps they should take in emergency situations that might compromise the safety of everyone in the workplace. · Reduce stress and ward off “burnout” by practicing simple exercises they can do at home as well as at work. · Develop a personal action plan to improve both their image and their customer service skills.

Instructions

Difficulty: Easy

1. The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s). Course OutlineBest Foot Forward: Features of a Professional ImageIn this introductory discussion, participants will learn the many components that make for a first-class impression. Using an array of visual examples, the instructor will help participants discover both obvious and subtle signals front-desk employees give before saying a single word when encountering others. By examining the outward signs of those with a polished presence, they will have a better sense of steps they can take immediately to create a professional image for themselves and their organization.
2. One Step Back: What Will Ruin the ImageThis second unit is a companion to the first as participants learn the behaviors and habits that can destroy not only their image but that of their organization. They will see how body language, mannerisms, appearance, and personal grooming considerations can enhance or destroy their credibility. Also, they will see that the physical space they occupy at work is an important part of their image that should not be neglected. The remainder of this unit includes techniques and tools for clearing and organizing desk space, managing paper, and maintaining a professional environment.Making Connections: Image and Customer ServiceAt this point in the training, the instructor will help participants understand how physical features of environment and staff go a long way toward creating a positive first impression of an organization. By engaging in interactive exercises, participants will see how even small details can promote a favorable attitude in customers and clients.
3. Whose Line Is It Anyway?: Taking and Making Calls Like a ProAs important as it is to project professionalism in person, it is just as important to do so over the telephone. In this component, participants will learn how to convey a positive image over the phone by using appropriate greetings that are warm and welcoming. They will find out ways to put callers on hold politely and alternatives to keeping them on hold indefinitely. The instructor will also give them strategies for taking messages quickly and accurately, transferring calls with ease and grace, and ending calls with overly talkative callers without appearing abrupt or rude.Winning With Words: Verbal Communication SkillsAnother crucial feature that will enhance participants’ professionalism and promote exceptional customer service is their development of enhanced communication skills. In this segment the instructor will introduce participants to Business Training Works’ signature diagnostic tool, The Communication Jungle, which will enable them to identify their own communication styles and those of others. By understanding how people differ, they will learn how to adjust their wording to best answer questions and satisfy the needs of those they serve. They will also learn how tone of voice and active listening are part of the communication process.
4. Beyond Words: What the Body SaysIn this portion of the training, participants will complete the discussion of communication techniques by learning how to interpret body language in themselves and others. Posture, arm placement, hand gestures, and facial features speak volumes even when people are silent. Being aware of their own body signals and knowing how to “read” those that others send will contribute to both improved personal image and increased customer service.Grace Under Pressure: Handling Difficult People With Diplomacy and TactThe mark of true professionalism in front-desk representatives is their ability to deal effectively with problematic customers without losing patience or dignity. Delivering exceptional customer service to those who don’t necessarily deserve it requires special skill and remarkable self control. At this point in the program, the instructor will show participants tactful, courteous, and safe ways for handling visitors who have no appointments, those who are angry and impatient, and those who might actually pose a threat to the well being of those in the office.
5. Stress Reduction: Steps to Regaining Enthusiasm and Keeping Burnout at BayThis important component of the instruction includes valuable information on identifying factors that contribute to anxiety, irritation, and frustration in the workplace. Once participants have identified specific issues that induce stress, they will be shown steps they can quickly and easily take to keep it from overtaking their lives. The information they receive here is easily transferable to their personal lives as well.Beyond the Moment: Plans for TomorrowThe final unit in this course includes the development of an individualized action plan for each participant. As a result of what they have been taught during the session, they will be able to produce a list of goals and steps for the purpose of improving their image and customer service skills. With specific objectives tailored to meet their individual needs, they should be able to immediately implement their plans and see improvement that will be of benefit to them and the organization they represent.Upon completion of the program, participants will have a clear understanding of the connection between a professional image and customer service. They will know improvements they can make in their appearance, verbal and listening skills, and physical work space to best enhance their own and their company’s image. They will also understand strategies for handling a variety of problematic situations ranging from mild interruptions to serious emergencies. With instruction in stress reduction techniques and development of personal action plans, they will be able to implement changes that should enable them to be exceptional representatives of their organization.