December 2024 Customer Service Reception PRO

Job Description

December 2024 Customer Service Reception PRO Course Introduction Are you looking to equip your receptionists/front desk employees with premium customer service skills to take your business to the next level? The December 2024 Customer Service Reception PRO course will equip your employees with premium skills to deliver consistent customer service across face-to-face, phone & email channels. The course is specifically designed for employees who deal with customers in their day-to-day roles, including receptionists, office administration, front-of-house employees in medical/dental/veterinary practices and so on. The course is delivered over 3 x 3-hour sessions on different days (a total of 9 hours) to enable you to upskill your employees with minimal business impact. Your employees will progressively learn, build, and apply new habits and skills that will transform their psychology and performance in handling customers, positively impacting your business like never before. This isn’t just a ‘tick the box’ course; it has been developed and refined over decades of training customer service staff in diverse roles and industries, and most importantly, it’s designed to deliver immediate results. If you’d like to empower your employees with premium customer service skills that will deliver a host of business benefits, including higher customer satisfaction, fewer complaints and more revenue driven by happy customers, secure your ticket today! December 2024 Customer Service Reception PRO course Fast Facts Designed specifically for employees working in a receptionist role that greets customers, confirms appointments, handles general enquiries etc. 3 x 3-Hour Sessions (9 hours in total) to spread out the learning and minimise business impacts. The customer service skills & methodologies can be applied across any industry to improve customer service. Public and private training options available, as well as online or onsite. Delivered live by Australia’s top Customer Service trainer, Simon Blair! Who is this course suitable for? The December 2024 Customer Service Reception PRO course has been designed to help frontline employees working in a role that interacts with customers either in person (face-to-face), over the phone or via email (and often all three!). The 3 x 3-hour live, online/virtual sessions have been designed to be delivered in a structured manner enabling your employees to learn and apply their new skills in between the different sessions. The premium customer service skills we teach are applicable to all industries, products and services! Typical roles suitable for this course include: Medical Receptionists (Doctors clinics, Imaging, Hospitals etc). Veterinary Receptionists. Healthcare Receptionists (physiotherapists, Chiropractors, Myotherapists, Dieticians etc.). Office/administration employees that serve customers. Personal Assistants. Warehouse/logistics employees that handle customer walk-ins. The December 2024 Customer Service Reception PRO course is designed first to influence the psychology of your employees to start viewing customer service from a customer perspective rather than their own internal, operational mindset. Centred on body language, conversation skills, listening, proactivity, energy & empathy, participants will learn how to be more confident, efficient and effective with every customer interaction they have. The training consists of powerful demonstrations and practice in premium behaviours, with nine key modules outlined below. We’ve also included a module to master the skills of handling difficult customers that will not only reduce anxiety in your staff in how to handle those tough situations but will also help your business by reducing the number of frustrated customers. There’s plenty of role-playing and practice built in to ensure your employees can embed their new skills in a safe, fun and welcoming online environment. At the end of the course, trainees will be provided with a certificate of achievement and, most importantly, be empowered with new skills that will help them succeed in their role and help improve the outcomes for your business. Session Overview Session 1: The Psychology of Customer Service This module sets the scene for what customers want and need based on decades of research, WHY the customer experience is so important, and how crucial the reception role is in representing the face of your business and brand in the manner you desire. This fun and interactive module helps participants showcase how first impressions when dealing with reception staff are either positively or negatively impacted by body language and vocal delivery. Your employees will learn vocal techniques for dynamic delivery as well as body language essentials for strong communication. Session 2: How to Engage Customers Your employees will learn to create a strong first impression with warmth, intent, and clear management of customer expectations regarding what happens next in terms of the product, process, or service delivery. A range of reception service simulations will be run for both group demonstration and individual practice in the key skills and behaviours learnt. Session 3: How to Discover Customer Needs We’ll teach your employees critical discovery techniques to explore and confirm customer details and needs efficiently. Session 4: How to Educate & Inform Participants will learn how to proactively educate and inform customers about products and services to maximise first-contact resolution. Session 5: How to Close Interactions Employees will learn how to control the end of customer interactions to avoid awkward finishes through strong final checks and expressions of gratitude. Session 6: Dealing with Difficult Customers This module explores the science behind emotions and how to validate and diffuse them effectively to focus on resolution. Session 7: Bringing it all together! Your employees will practice all their newly learnt reception skills through role-playing and complete end-to-end reception scenarios. Session 8: Email & Online Chat Best Practices An email and online chat writing workshop that reveals guidelines for writing clear, concise & effective emails and chat responses. Meet the trainer, Simon Blair The December 2024 Customer Service Reception PRO course is facilitated by Simon Blair, one of Australia’s top Customer Service Trainers! Simon is dedicated to delivering engaging and informative training sessions that empower employees with the skills they need. Course Details The December 2024 Customer Service Reception PRO course is delivered online via Zoom and tickets can be purchased at the top of this page. This course is also available for private delivery (just your employees) and can also be delivered as an onsite one-day course. Cost: $497 per employee ex GST for 3 x 3 hours (total of 9 hours) of live, facilitated learning. Payment can be made instantly using a credit card or you can request an invoice on the checkout page. We require at least three attendees for us to run the course and provide a quality training experience. Do you have questions about the December 2024 Customer Service Reception PRO course? Want to train your whole workplace or discuss a customised course? Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off ALL CX Skills courses. #J-18808-Ljbffr