1

Understanding the unique aspects of telephone reception

• Inventory of constraints.
• The impact of telephone reception on the company's brand image.
• An imperative: Offer a positive first impression of yourself, of the requested service, of your company.

2

Best techniques for telephone support

• Pick up the phone quickly and greet the caller.
• Successful first contact.
• Careful presentation: tone, flow, articulation, rhythm, availability and clarity of communication.
• Ask the right questions to guide the caller and get the message across.
• Practice active listening techniques to build confidence and make sure you have understood.
• Ensuring that the caller is fully taken care of.

3

Welcoming: Communication rules applied to physical reception

• How to welcome: Positioning yourself, knowing your role and your missions.
• Rules of listening and empathy.
• Rules of observation.
• How to ask questions and rephrase.
• The physical means of expression: gestures, postures, looks, smiles.
• Maintaining positive attitudes in difficult moments.
• Welcoming people with disabilities: their behavior, their way of communicating.
• Selecting information to provide to people with disabilities: Accessibility of the building and services.

4

Managing complaints: interpersonal communication

• Interpersonal communication: definition, basic techniques.
• Verbal, paraverbal and non-verbal communication.
• The impact of messages, the image conveyed by one's behavior (how others see us).
• Self-affirmation and assertiveness.
• Trusted relationships and mutual respect, self-esteem.
• Defusing a difficult situation.
• Attitudes towards the reactions of others: passivity, flight, attack, aggressiveness, manipulation, insinuation, etc.