One Moment Please – Receiving Customers and Tenants
There are many workshops on telephone and receptionist skills, but none quite like this one. Thus workshop gets to the very heart of taking enquiries, problems and complaints from customers over the telephone or at reception. Often the first greeting sets the tone for the whole tenant / customer experience, and these first impressions can be hard to change.
This one day workshop examines in a very hands-on and practical way the skills of listening to customers, often at the first stage of an inquiry, problem solving, or complaint process.
By the end of the workshop, participants will have a firmer footing in the skills of reception and telephone relations with customers/tenants.
What you will learn
Using scenarios drawn from real experience combined with current best practice ideas and approaches, the workshop focuses on:
The first impressions on both sides of a reception or telephone encounter
The importance of conscious and active listening
Maintaining high quality interaction when you are stressed or tired
The line between anger and aggression; coping with the emotional landscape of customer care
Maintaining the customer’s feeling of individuality
Being authentic, even under pressure
Managing the greeting and the goodbye
Knowing when to seek help and support
Getting out of conflict
The skills of respectful interruption.
How much does it cost?
A one day workshop costs £500 plus VAT plus travel and accommodation costs. Contact us if you’d like to book a workshop or want further information.