Training Module

Receptionist / Front Line Skills


A one-day course.


Topics Covered:

  • Exercise - How does your organisation rate customer care?
  • Exceed Customers' Expectations.
  • Reception Service Charter
  • Telephone Skills
  • Quality v. total quality issues.
  • The costs of losing customers.
  • Prevention is better than cure.
  • Customer feed-back survey.
  • Case studies.
  • Handling complaints.
  • Solve the problem before it happens.
  • Tools of Total Quality Management to improve Customer Care.
  • How to effectively communicate with your customers.