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The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: See your role in a new light Develop your communication skills Deal with different types of customer and situation Boost your confidence Cope in a pressurised environment Get more satisfaction from your working day 1 Introduction Workshop objectives and personal objectives The challenges of 21st century communication What makes an excellent point of Reception? And why is it so important? Who and where are our customers? As a customer, how do you like to be treated? What makes people feel valued? Objective and subjective aspects of customer service 'Micro moments' that shape the relationship 2 Communication on reception Definition of communication Barriers to good communication The 'recipe' of verbal, vocal and visual aspects of communication Differences between communicating face-to-face and on the telephone Communication 'leaks' The primitive human response The impact of visual communication - body language, gesture and facial expression Voice - tone, speed, volume, pitch, clarity, inflection, pacing Words - positive words and phrases compared with negative terminology Professional greetings face-to-face Steering the conversation with effective questioning 3 Telephone excellence How we use the telephone Qualities of the telephone Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? Professional telephone etiquette Taking and leaving messages - key points that can help customers, colleagues and the organisation Clarifying information 4 Listening skills for accuracy and relationship building How accurate are your listening skills? What are the challenges for accurate listening? Active / empathetic listening 5 Creating a rapport by 'style flexing' Understanding how different people communicate Shaping our message to the other person so that they feel understood How changing situations can alter communication needs 6 Confidence and assertiveness Recognising different styles of behaviour - aggressive, passive and assertive Qualities of assertive communication - verbal, vocal and visual Assertive techniques - basic, persistence, negotiation / empathetic Demonstrating confidence 7 Coping in a pressurised environment Words - the most useful ones to use with stressed people and identifying the 'red rag' words Challenging situations - what do you find difficult and how do you respond? Dealing with outbursts of anger Bringing non-stop talkers back from their tangent Constructive ways to say 'no' 8 Pulling it all together Action plans Summary of key learning points

Are you requiring additional training to support your or your teams skills but can't see what you need in our advertised training courses? Then get in touch to design training/teambuilding specific to you or your team. How does it work? A free 30 minute consultation to discuss what you would like to achieve from a bespoke training course. A written proposal of what training may look like along with costings is emailed to you within 3 days of the initial consultation. If the proposal is agreed, then a date and time is agreed with both parties. Trainings can be delivered on a one to one basis, or with small - large groups. Recent bespoke training have been delivered covering topics such asCommunicationCustomer serviceTime ManagementDelegationWhat does professionalism look like? Prices start from £75.00. Contact us directly to organise bespoke training.

Get ready for an exhilarating journey at Citadel Business School this November 2024! Our CIMA Case Study Exam classes are designed to propel your career forward. Experience dynamic workshops, hands-on case analysis, and expert-led discussions that dive deep into real-world business scenarios. Collaborate with aspiring professionals, honing your critical thinking and strategic decision-making skills. With our tailored resources and personalized support, you’ll be able to tackle any of the CIMA Operational, Management, and Strategic case study exams confidently. Don’t miss this opportunity to elevate your knowledge and join a vibrant community dedicated to your success. Sign up today and transform your future! 4o mini

This is a specialist training course for senior managers or newly appointed safeguarding leads who are responsible for safeguarding adults from neglect and harm

To give you a good understanding of the long medical journeys a trans person undergoes, together with an understanding of the reference terms in common use, including language and terminology, cis-gender, non-binary, intersex, the pathways from M to F and F to M with the key stages in each pathway, the lived experiences of the facilitators plus a short life story video, LGBT facts, gender clinics, how to support a trans child, equality in the workplace, the laws surrounding gender and equality and how they affect you, and so much more…… Who is this course for? Everyone is the simple answer. Everyone and particularly those in a public-facing role, be that the police or other emergency services, to business managers, ship captains and shop floor workers. What will it cost? Both face to face and Teams presentations are charged at the same rates, which are very competitive. Face to face would incur travel and accommodation etc, as applicable How large are the groups? We will only normally accept a maximum of 20 people in each presentation, as this allows everyone the opportunity for questions, and allows us to keep to the 4 hour duration. We can, however, work with larger groups by negotiation, typically up to a total of 50 people. How will I benefit from this course? You will learn about the full pathways to allow you to be more understanding, and you will understand how to address a trans person without causing offence Do we get handouts? All participants receive a comprehensive workbook either in person or electronically. What is the course content? Language & terminology, intersex, non-binary, use of pronouns, pathways from male to female & female to male, key stages in each pathway, supporting trans children, facts and figures, personal life stories of the facilitators together with a video presentation, equality in the workplace, important legislation and how it affects you and more How are the courses delivered? This presentation is delivered as a face to face session for businesses and organisations around the UK. Alternatively it can be delivered using Teams. There is a lot of hatred towards the trans community, will I get harangued? Yes, there is hatred but by educating people on this subject we aim to achieve a more inclusive society, not just in the UK, but around the world also. I want to book a complete session for my staff, is there a group discount available? Yes, for any large group booking we are negotiable. Is this course recognised? Yes, it is a fully accredited CPD course for which you will receive a certificate upon completion Upcoming public/open courses These are arranged according to demand.

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will develop the skills to coach for results. You will:  Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. Identify remote customer service communication channels and apply remote customer service best practices. Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process

A half day workshop exploring practical ways we can invest in our workplace happiness.

This ESS course is suitable for operatives who during the daily activities have to use Ladders. It will give the delegate an understanding of the safe use and inspection as well as awareness of the regulations. Book via our website @ ESS | Working at Heights training | Vp ESS (vp-ess.com) or via email at: esstrainingsales@vpplc.com or phone on: 0800 000 346

This ESS course is suitable for operatives who during the daily activities have to wear a safety harness. It will give the delegate an understanding of the safe use of a harness, methods of inspection and awareness of the regulations. Book via our website @ ESS | Working at Heights training | Vp ESS (vp-ess.com) or via email at: esstrainingsales@vpplc.com or phone on: 0800 000 346