First Impressions for Receptionists
Target Audience
First Impressions for Receptionists is aimed at all frontline staff who need to improve their ability, and the techniques they use, to offer excellence in their customer service in all they say and do.
Training Medium
Interactive outcome-based workshop, including a Living Dynamics’ learner workbook, exercises, role-plays, simulation games. Power point slides and communicative activities.
Duration: Four days
Programme Overview
This First Impressions workshop has been designed with the goal of enabling front line staff to be upskilled and confident, and to become a real asset to their company, and of course to themselves. This is an extensive four-day programme which covers every aspect of how to create a great impression! It is structured around the principles of creating a good first impression, i.e. ‘what we see, what we say and how we say it’. We explore the use of positive body language and how to read a client's body language. People have to feel good about themselves and know how to present themselves professionally, therefore the workshop includes an individual image consultation including a colour and figure analysis and wardrobe planning.
Role-plays, simulations and discussions are used to investigate pro-active techniques when speaking to clients on the phone and face-to-face. We also explore vocal tone and clarity of diction, to ensure that front line staff sound enthusiastic and professional at all times.
When front line staff leave this training, they will feel great about their physical appearance; enthusiastic, confident and well-equipped to cope with even the most awkward clients and situations with renewed passion and excellent techniques.
This First Impressions for Receptionists workshop enables front line staff to develop the skills to create a positive first impression by looking and feeling great about themselves. Moreover, it will enhance their ability to communicate effectively face-to-face and on the telephone with customers/guests.
Specific Outcomes Covered
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To understand the importance of creating a positive first impression.
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To identify a brand and instil a sense of ‘belonging’ and ‘belief’.
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To understand who the customer is and what s/he wants.
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To understand your role in the ‘Process of communication’ and ‘Moments of Truth’.
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To improve your active listening skills.
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To master the "Welcome process".
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To understand how to hide ‘flaws’ in your figure, and to use style and colours to enhance your physical image.
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To learn to use positive and effective body language.
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To understand how to interpret the body language of customers /clients.
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To select the correct phrases to use in different situations.
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To learn to use proactive telephone techniques.
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To learn to handle angry and difficult callers and situations.
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To learn to control your tone of voice and vocal clarity in order to sound friendly and professional.