
Leadership for Growth
Leadership for Growth

Training in Receptionist Skills
· Introduction and Course Overview
· Exercise: Getting to Know You
· The Role of the Receptionist
· Customer Service Principles
· Communication
· Questioning Techniques
· Listening Skills
· Telephone Skills
· The Factors of The Voice
· Professional Handling of Incoming Calls
· Telephone Work - Standards Monitoring Checklist
· Assertiveness
· Dealing with Anger
· Your Personal Action Plan

Customer Service Training Course
· Introduction and Course Overview
· The Importance of Customer Service
· Understanding Customer Expectations
· Solving Customer Problems
· Turning Customers Around
· Communication Skills for Great Customer Service
· Personal Skills for Great Customer Service
· The Structure of Customer Service Excellence
· Keeping Your Customers
· Your Personal Action Plan

Training Course for Communication Skills
· Course Overview and Learning Objectives
· How Communication Works
· Face-to-Face Communication
· Telephone Communication
· Written Communication
· Questioning and Listening Skills
· How to be an Effective Communicator
· Overcoming Communication Problems
· Getting Better Outcomes
· Your Personal Action Plan