Give your clients a high-quality welcome
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Give your clients a high-quality welcome New !

courseType People Skills Courses

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Phone +352 49 48 48 4040
Mail pwcacademy@lu.pwc.com

PwC's Academy
2 rue Gerhard Mercator
L-2182 Luxembourg
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General course details

Introduction

Whether you welcome a client in person or over the telephone, greeting is a crucial interaction in terms of relations with both external and internal clients.
 
A high-quality welcome needs to be learned, perfected and implemented at all times.
 
This training course will involve numerous exercises, role playing and real-life scenarios equipping participants with the tools and methods needed for a high-quality welcome.

Objectives

At the end of the course, participants will be able to:
  • know what their clients expect and respond to them in an appropriate manner
  • apply the S.E.R.V.I.I.I. method for a high-quality welcome in all situations
  • refuse inappropriate requests professionally.

Course content

1) Defining a welcome
  • What is a high-quality welcome and why is it needed?
  • Communication tools
  • Why emotions rule over facts

2) Applying welcoming techniques

  • Working out what clients expect
  • Applying the S.E.R.V.I.I.I. method (Smile, Engage, Recognise, Verbalise, Inform, Indulge, Impress)
  • Interpret clients’ non-verbal language
  • Introduce a client professionally

3) Managing delicate moments

  • Refusing a request
  • Managing difficult clients
  • Keeping your emotions in check
4) Drawing up a personal action plan
  • Using a self-assessment method
  • Developing your strengths
  • Drawing up a personal action plan

Methodology

  • Numerous role-playing exercises with “real cases” for analysing reactions
  • Personalised feedback after the exercises, from both the other participants and the instructor

Our expert consultant

Eric Lefèvre is a qualified engineer who quickly gained a passion for human development in both a business and an individual context.

Eric is a master trainer in communication and sales, the creator of the 3R© Method, a coach, an international conference speaker and author, and a professional actor trained specifically in role playing for educational purposes.
Along with his passion for communication, his training method places participants into real-life situations thanks to his realistic role-playing scenarios
 

Target audience

  • People responsible for welcoming clients
  • Receptionists
  • Managers’ assistants
  • Secretaries and personal assistants
  • Salespeople/sales advisors
  • … and anyone in a team that regularly has contact with internal/external clients

The advantages of this course

  • Eric Lefèvre, a professional instructor and actor, brings his own unique dimension to the various role-playing games and real-life scenarios throughout this course
  • Highly interactive course based on input from participants

Practical information

Language: English
                   This course is also available in French
 
Course duration: 1 day
 
Number of participants: limited to 10, in order to guarantee maximum interactivity


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