Living Dynamics

This First Impressions for Receptionists programme enables front line staff to develop the skills to create a positive first impression by looking and feeling great about themselves. Moreover, it will enhance their ability to communicate effectively face-to-face and on the telephone with customers/guests.

Specific Outcomes Covered

• To understand the importance of creating a positive first impression.
• To identify a brand and instill a sense of belonging and belief.
• To understand who the customer is and what s/he wants.
• To understand your role in the process of communication and Moments of Truth.
• To improve your listening skills.
• To master the "welcome process"
• To understand how to hide "flaws" in your figure and use style and colours to enhance your physical image.
• To apply your make-up effectively (for the ladies).
• To learn to use positive and effective body language.
• To understand how to interpret the body language of your customer.
• To select the correct phrases to use in different situations.
• To learn to use proactive telephone techniques.
• To learn to handle angry and difficult callers and situations.
• To learn to control your tone of voice and clarity, and to sound friendly and professional.

Four days

First Impressions for Receptionists is aimed at all front line staff who need to improve their ability, and the techniques they use, to offer excellence in their customer service in all they say and do.

Interactive outcome based workshop, including a Living Dynamics learner workbook, exercises, role-plays, simulation games. Power point slides and communicative activities.