Are you looking to equip your receptionists/front desk employees with premium customer service skills to take your business to the next level?The March 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 on how to handle customers that will positively impact your business like never before.This isnt 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, its designed to deliver immediate results.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!Who is this course suitable for?The March 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!).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 training consists of powerful demonstrations and practice in the premium behaviours with nine key modules that are outlined below.Session 11. The Psychology of Customer ServiceThis module sets the scene about 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.3. How to EngageYour employees will learn how to create a strong first impression with warmth, intent and clear management of customer expectations as to what happens next in terms of the product, process or service delivery.Session 24. How to Discover Customer NeedsWell teach your employees the three critical discovery techniques (as used by the FBI) to explore and confirm customer details and needs in order to resolve their enquiries, or to refer them to others who can, in a more efficient and effective manner.5. How to Educate & InformParticipants will learn how to proactively educate and inform customers about products and services & process information in a manner that maximises first-contact resolution or facilitates referral for further contact from the best person to assist them.6. How to CloseEmployees will learn how to better control the end of any type of customer interaction to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.Session 37. Dealing with Difficult CustomersThis module includes an exploration into the science behind emotions, and how they can impact customer brain chemistry and functions when things go wrong and also when they go right!8. Bringing it all together!Your employees will have a chance to extensively practice all of their newly learnt reception skills through role-playing with each other and the trainer, complete end-to-end reception scenarios for both phone and face-to-face enquiries.9. Email & Online Chat Best PracticesAn email and online chat (if needed) writing workshop that reveals simple but powerful guidelines and methods for writing clear, concise & effective emails and chat responses that engages the reader, communicates information in a clear and concise manner and triggers positive emotional responses and enquiry outcomes.This March 2024 Customer Service Reception PRO course is facilitated by Simon Blair, one of Australias top Customer Service Trainers!The March 2024 Customer Service Reception PRO course is delivered online via Zoom and tickets can be purchased at the top of this page.Session 1: Wednesday, 20th March 2024, 09:00 to 12:00 AEDT (Melbourne, Australia)Session 2: Thursday, 21st March 2024, 09:00 to 12:00 AEDT (Melbourne, Australia)Session 3: Friday, 22nd March 2024, 09:00 to 12:00 AEDT (Melbourne, Australia)*We require at least three attendees for us to run the course and provide a quality training experience in the event we do not meet this number, a full refund will be provided!This course can also be delivered privately!The March 2024 Customer Service Reception PRO course is just $497 per employee ex GST for 3 x 3 hours (total of 9 hours) of live, facilitated learning with Australias leading Customer Service trainer, Simon Blair.Payment can be made instantly using a credit card or you can request an invoice on the checkout page (the invoice must be paid in full prior to the training commencing). #J-18808-Ljbffr
Job Title
March 2024 Customer Service Reception PRO