Bad Reception?
Too many businesses today assume that they can market themselves successfully without a proper frontline image. Millions are spent on branding and advertising, but nobody knows the name of the living embodiment of the brand: the receptionist.
The receptionist is literally the figure at the forefront of the company. Curious or discontent customers don’t pose their questions or air their grievances to management, but rather to the receptionist. Yet ironically, not much attention is given to this crucial figure.
The Peer Group has been offering training in excellent frontline service for 16 years. Training is flexible and caters for the needs of different products and environments. Delegates learn a range of hard and soft skills, from dealing with internal and external customers to practicing good telephonic techniques and handling criticism and complaints.
The Peer Group offers solutions to questions and concerns such as the following:
• How can you measure your Return On Investment (ROI)?
• Will training work?
• What happens after the training; how do you sustain the momentum?
• Will you get value for money?
• How do you keep your staff motivated?
• Will their behaviour really improve after this training?
Throughout their comprehensive training, The Peer Group will do the following for you:
• Conduct a pre-course assessment of your company’s training needs.
• Use a climate profile that measures level of motivation as the benchmark.
• Get to know your company’s core business and agree on a confidentiality contract.
• Define the potential areas for improvement in your business.
• Customise the course content for you and obtain your approval before commencing.
• Agree on a project charter.
• Implement the training programmes.
• Conduct post assessments to validate improvement in performance.
• Ensure the sustainability of the new skills learned through a system called “Peer Training”.
• Conduct a post-course climate survey three months down the line.
Contact The Peer Group, and never again will you lose a customer because of unhappy frontline staff.
For more information on The Peer Group, visit www.peergroup.co.za.
Story by Penny Lane
