About This Product
Receptionist Diagnostic Tool
Fully designed, ready to deliver course material for any Trainer to run a bite sized training session in RECEPTIONIST SKILLS. Product consists of a set of trainer notes, diagnostic tool and debrief to introduce the main aspects of behaviour that contributes to excellence in customer service in reception work. It gives visibility to service providers of the main skills and qualities of exceptional service and helps delegates analyse own skill sets. The product is based on many years of observing receptionists at work and discussing with job holders/ managers the things that differentiate good from exceptional customer service. A copyright waiver licence is included to allow you to amend/adapt the materials.
What does it cover?
Courseware consists of comprehensive course notes in MS Word including an 18-point diagnostic questionnaire that can be used with receptionists who cover both face to face and telephone contact with internal and external people.
The bite sized training starts with a discussion around delegates' own experiences of customer service, highlighting the examples where service providers hitting our feelings are the most effective. The customer service diagnostic questionnaire is then introduced and delegates self-rate on a 1-6 rating scale over 28 different aspects of the service they provide. This ranges from their level of preparedness to receive customers by checking their reception area to the extent of which they keep visitors/ callers informed if there is a delay. The course then asks delegates to share their results with training group members who know them best to reflect on their skill sets. Finally the course encourages delegates to formalise what they have learnt and capture thoughts on the supplied action planning form. The session is very reflective and participative of delegates who would typically be any team member - staff or management - who cover reception.
What do you receive?
7 pages of comprehensive trainer notes together with comprehensive 18-point diagnostic questionnaire supplied in MS Word.
The tool can be used as a ‘stand alone’ assessment and performance management tool (e.g. in a performance review meeting) or as a part of a ‘bite sized’ training session. For the second option, full course notes are included.
A Copyright Waiver Licence is included in the price, so that course material may be adapted to suit your own / organisational needs.
Anyone responsible to deliver training in an organisation.
Once purchased, download instructions will be sent to you via email. (PC and MAC Compatible).