Boosting reception and customer relations
Welcoming and guiding customers and meeting their needs with pleasure and efficiency
Training objectives
1/ Positioning yourself in the role of welcomer (strong point, point of effort)
2/ Develop a physical posture of welcome, openness and availability
3/ Improving listening skills to adapt to different customers
4/ Improving your ability to express yourself in order to guide and explain
5/ Managing your emotional state in delicate situations
Conditions
Duration: 2 days
All audiences
No prerequisites
Price upon request
The rate depends on the scale of the project. To find out our list price, please refer to our General Terms and Conditions of Sale.
* Training only organised on an in-company basis.
Training overview
Physical and vocal involvement
– Dare to explore your body and vocal range
– Becoming aware of the impact of intonation
– Conveying positive energy
First moments of welcome
– Capturing attention to enter into a relationship
– Gaining presence
– Accepting to be seen and watched
Role play
– Experimenting in real-life situations
– Practising the new welcome posture
– Developing listening and expression skills
Abdominal breathing
– Managing downtime
– Controlling your emotions
– Promoting positive energy
Active listening to understand customer expectations
– Adopt communication techniques
– Establish a comfortable relationship for those involved in the exchange
Training methods
Role play
Practice
Personalized action plan
Video input
Individual diagnosis
We will be delighted to answer any questions you may have (response within 48 hours)
Quilotoa pedagogy
Based on theatrical techniques, active and practical, it aims to give each participant the autonomy that is essential for lasting progress.
Theoretical points of reference, conveyed interactively, complement the practical exercises to help you get to grips with the subject.
Evaluation
Ongoing assessment : as you go along in the various scenarios.
At the end of the course : on a summary exercise.
After the course : via an online form.
People with disabilities
When our training courses are held at Quilotoa’s head office – 123 rue Jules Guesde, 92300 Levallois-Perret – they are accessible to anyone with reduced mobility.
For any further information on disability, please contact our disability advisor: Nathalie Barbey – n.barbey@quilotoagroup.com – +33 1 47 48 77 12
Experiential teaching recognised since 1993
