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RECEPTIONIST AND FRONTLINE TRAINING PROGRAMME
telephone skills course, telephone training, customer service training, telephone etiquette, receptionist training, front staff training, frontline training, receptionist course, receptionist COURSE OVERVIEW
» Based on SAQA's Unit Standard ID 15234 NQF Level 5, 4 Credits First impressions last, and staff who work in any reception area are vital members of the corporate team. Their level of performance is invaluable to the overall success of an organisation. Covering all aspects of the role, from answering the telephone to dealing with visitors, this Receptionist Skills training course is suitable for anyone who works in a "front office" situation. A small investment in our one-day workshop “Receptionist and Frontline Training Programme” will deliver huge dividends in the form of a telephonist/receptionist that will do you proud in every dealing with your visitors, in person or by phone.
OBJECTIVES
• Understand the importance, and use of, the telephone in delivering exceptional customer service
• Understanding the role of the receptionist in the workplace
• Implementing professional behaviour in the workplace according to dress code, voice projection, self image and posture
• Developing communication skills in writing, verbal and telephone
• Developing better customer service in the receptionist environment
• Maintain a clean and safe environment
• Processing and receiving calls
• Know how to deal with challenging callers & visitors
• Gain key skills in appropriate assertiveness
• Become more efficient & effective when dealing with clients and the public
• Manage your voice, deportment and demeanour for maximum advantage
• Convey a professional image to the public, your co-workers and your manager
DURATION, DATE AND VENUE
The course will take place over 1 day - 09:00 to 16:30 as follows:
| DATE | VENUE | REGION | | 16 August 2010 | Garden Court, Kempton Park | Gauteng | | 25 August 2010 | Courtyard Hotel, Mowbray | Cape Town | | 14 September 2010 | The Croft Conference Centre, Midrand | Gauteng | | 2 November 2010 | Garden Court, Kempton Park | Gauteng | | 23 November 2010 | Courtyard Hotel, Mowbray | Cape Town |
LEARNING CONTENT
- Communication Skills and How to Use Them
- Examining the importance of body language and telephone behaviour.
- The Importance of First Impressions
- Projecting a professional image.
- Preparation and organisation.
- Using your voice.
- How to remain calm and composed under pressure.
- Customer Relations
- What influences customer choice.
- Understanding customer needs and attitudes.
- Dealing with awkward customers on the telephone and face-to-face.
- Telephone Techniques
- Dealing with incoming calls.
- How to sound confident, interested and helpful.
- Outgoing calls.
- How to deal with telephone calls and visitors simultaneously.
- Complaint Handling
- Establishing source of complaint.
- Remaining polite and helpful.
- Turning negatives into positives.
- Developing a Personal Commitment to Quality Service
- Helping customers to make the right choice.
- Discretion and tactfulness.
PRICE/COST OPTIONS
R1 290, 00 per delegate - Includes comprehensive training material, supplementary readers, certificate of completion, refreshments, lunch & snacks and parking vouchers.
ENROLMENT FOR THIS PROGRAMME To enrol for this course, kindly contact our office at (012) 376 1043.
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