CPD

Front Office/Reception & Telephone

22 Jan, 19 Feb, 12 Mar, 06 Apr, 19 May, 16 Jun, 13 Jul, 04 Aug, 16 Sep, 27 Oct, 09 Nov, 17 Dec 2010 Time: 9.30 - 5.00 Location: All courses are held in Central London	PRIVATE TRAINING & INDIVIDUAL COACHING ALSO AVAILABLE
You are an indispensable PR person, creating your firm’s crucial 1st impression to customers and  “YOU DON’T GET A 2ND CHANCE TO CREATE THAT ALL-IMPORTANT 1ST IMPRESSION!”  Who should attend  Those new to the role and experienced front office staff who wish to learn new techniques.  What you can gain  You will come away from the course fully prepared in how to present the right ambassadorial image for your firm, also enhancing your own personality and become proficient in positive & professional communication skills!
Course content  How to Welcome customers professionally - establishing rapport, assertion (not aggression), and projecting a personality for your firm, that’s without equal!    Personality and Stature - developing and enhancing fully how others will see you at your best!    Actively Listening - so that you never miss information or misinterpret the needs or moods of callers on the telephone or visitors face to face!    Effective Questioning Techniques - that enable you to gain information to meet customers needs, whilst allowing you to professionally control the information flow, through Open, Closed and Alternative Choice questions    Manners and Etiquette - powerful use of vocabulary and voice!    How to Screen callers and visitors, deal professionally, calmly and confidently with anyone.    Handle difficult situations and conflict safely.  CPD: 6 Hours FEE:  £290 plus VAT or 4 'Block Places' (from £216 plus VAT) Evening Courses Also Available For further details: Email info@pass.co.uk Telephone: 0845 330 2772 Fax: 0845 450 0545 To book on this course please complete the form below, and an invoice will be sent to you for payment. (* required fields) Name * Company * Address * Position Telephone No. * Email * Course Date(s)* How did you hear about us? - Please select Advertising E-brief / E-Newsletter Flyer / Leaflet Mail-shot Existing client / Repeat purchase Google search Other search engine Referred by another website Recommendation by colleagues/friends Business referral Telemarketing Press Tick here if you would like these booking(s) to be utilised against your "Block Places Scheme" (4 Block Places per delegate)	"Great - what I needed to learn" Cathy M., CC Construction "Was brilliant - made me feel very relaxed" Corinne F., FMCB (Accountants) "The course was very interesting and had such a lot of information" Pauline H., Pizza Express Plc "A very good and enthusiastic tutor and very helpful" Urnila P., Metropolitan Police Service "I learned a lot and I will be using the information throughout my everyday working situation" Glenis K., Croydon CAMHS NHS "Excellent" Eduat S., John & Co (Solicitors) "Excellent - covered all aspects" Pauline R., Lambert Chapman (Accountants) "Fantastic tutor who delivers the teaching with great ease and made me feel I could accomplish all I was taught. We covered a lot of important information and found it all to be relevant. A very productive day and very thorough" Mel M., OC & C Strategy Consultants "Very helpful, gave me more confidence to take away, course a great help" Natalie M., Bowker Orford (Accountants) "Very good, clear, friendly" Lenka M., Qualcomm (Wireless communications) "Thoroughly enjoyed the course. I have learned a lot about customer service. Very stimulating" Ley K., ZSL London Zoo "Easy to focus on with videos, participation and role play. Plenty of information which was all very useful and easy to take away with me" Lesley S., Bentley Reid (Financial planning) "Thoroughly enjoyable, very informative and useful" Michelle L., Moorfields Eye Hospital

Terms:
A full refund (less 20% administration charge) will be made for cancellations received in writing or by email not less than 15 days prior to the course. Cancellations after this time are charged at the full fee.

Please click here for full terms and conditions.

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