Training videos for reception

Training receptionists – dealing with complaints

This is far too wide – you need to be more specific with your question. Aim to tailor your training to the needs of the individual staff and the specifics of the business area you are in. i.e. training a receptionist to deal with complaints if they are young and new to the job will be very different to training someone mature with a lot of life/work experience. Complaints can be a very complicated area to handle depending on the type of business you are in – so to prepare good training materials – you need to collect a good sample of various examples of complaints that your business regularly deals with or could potentially have to deal with. Make it realistic, train your staff using real life examples (you might need to make the examples anonymous not to disclose personal and confidential info). There are lot of youtube videos on the subject if you really want to watch something – but from my experience – training is best when it provides practical experience of what the receptionist will have to deal with in real life – and make sure you empower the receptionist to be able to resolve the problems – it is a thankless job to be a middle man when dealing with complaints. The person who deals with complaints should be able to resolve the situation and offer solutions, otherwise you will start loosing your receptionists. Good luck.

2 Responses

NargisC says:

July 1, 2014 at 9:26 pm

Training receptionists – dealing with complaints

This is far too wide – you need to be more specific with your question. Aim to tailor your training to the needs of the individual staff and the specifics of the business area you are in. i.e. training a receptionist to deal with complaints if they are young and new to the job will be very different to training someone mature with a lot of life/work experience. Complaints can be a very complicated area to handle depending on the type of business you are in – so to prepare good training materials – you need to collect a good sample of various examples of complaints that your business regularly deals with or could potentially have to deal with. Make it realistic, train your staff using real life examples (you might need to make the examples anonymous not to disclose personal and confidential info). There are lot of youtube videos on the subject if you really want to watch something – but from my experience – training is best when it provides practical experience of what the receptionist will have to deal with in real life – and make sure you empower the receptionist to be able to resolve the problems – it is a thankless job to be a middle man when dealing with complaints. The person who deals with complaints should be able to resolve the situation and offer solutions, otherwise you will start loosing your receptionists. Good luck.
smithiainsmith says:

July 2, 2014 at 11:25 am

training videos for reception

Training videos could well be the answer….we have used them with great effect on a range of issues.

As per the previous comment, it'd be good to know a bit more about what you are looking to achieve.

If you want a chat contact iain@hownot2.com