Trainings

GREETING AND WELCOMING

at 15 KM

REVAL Consulting

Psychology
Training
Business
Communication
Self-confidence
Strategy

OBJECTIVES

 Become aware of the impact of the quality of hospitality on the brand image of the company
 Master the mechanisms of oral communication and physical and telephone reception techniques

PUBLIC
Anyone in charge of the reception

PROGRAM

Position your welcome role at the reception
 The specificities of the reception - Representing the values of the company
 Adapt to your interlocutor
 Confidentiality of information in a reception situation
 Find your style
 Management of the reception area - Management of customer expectations

Individual elements that impact the physical reception
 The general image, the presentation
 Adopted language and tone
 Demand behavior
 To be able to analyze the needs of those who are welcomed
 Differences between physical reception and telephone reception

How to succeed a good telephone reception
 Greet on the phone
 The 7 golden rules of the telephone reception
 To know how to listen actively
 Take charge of the request of the interlocutor
 Take a relevant and faithful message
 Know how to filter professionally and know how to wait
 Conclude the interview and take leave on a good impression

Priority management in reception situations
 Demonstrate professionalism
 To know how to manage the priorities - The management of the unforeseen
 Remain professional in the face of different behaviors

EDUCATIONAL TOOLS
 Presentations
 Role play
 Exercises