The Role of The Receptionist
The receptionist is the first point of contact for visitors and often telephone callers. She (or he) will make the vital “first impression” of the company.
This manual covers every aspect of the receptionist role and is applicable across all industries.
Confident Telephone Handling
Everyone in the business may have occasion to speak to customers over the telephone. It is important that those conversations present the company in the best way and manage any difficult conversations well.
This manual covers everything you need to know about handling telephone conversations confidently and professionally.
Handling Upset Customers
How you handle emotional and upset customers can make the difference between gaining an advocate for your business or losing a customer.
This manual covers the skills needed to handle challenging customer interactions in a calm, confident and professional manner helping to restore any damaged customer relationships.
"I have purchased Helen's 'Confident Telephone Handling' book which has been a life saver for internal staff when trying to explain phone call etiquette."
Duncan Lee, XYZ Music Academy