RECEPTIONIST AND FRONTLINE TRAINING PROGRAMME PDF Print E-mail

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 16:00 as follows:

DATEVENUEREGION
8 May 2012Our Heritage Conference Centre, Isando (Kempton Park)Gauteng
15 May 2012School of Shipping Conference Centre, BellvilleCape Town
25 June 2012Bella Khaya Conference Centre - MidrandGauteng
26 July 2012Our Heritage Conference Centre, Isando (Kempton Park)Gauteng
23 August 2012School of Shipping Conference Centre, BellvilleCape Town

LEARNING CONTENT

  1. Communication Skills and How to Use Them
  2. Examining the importance of body language and telephone behaviour.
  3. The Importance of First Impressions
  4. Projecting a professional image.
  5. Preparation and organisation.
  6. Using your voice.
  7. How to remain calm and composed under pressure.
  8. Customer Relations
  9. What influences customer choice.
  10. Understanding customer needs and attitudes.
  11. Dealing with awkward customers on the telephone and face-to-face.
  12. Telephone Techniques
  13. Dealing with incoming calls.
  14. How to sound confident, interested and helpful.
  15. Outgoing calls.
  16. How to deal with telephone calls and visitors simultaneously.
  17. Complaint Handling
  18. Establishing source of complaint.
  19. Remaining polite and helpful.
  20. Turning negatives into positives.
  21. Developing a Personal Commitment to Quality Service
  22. Helping customers to make the right choice.
  23. 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) 253 1888 or email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

 

  skills course, telephone training, customer service training, telephone etiquette, receptionist training, front staff training frontline training, receptionist course, receptionist workshop

 

 

KINDLY NOTE THAT WE HAVE NO PAST OR CURRENT AFFILIATION OR ASSOCIATION WITH “ THE INDEPENDENT INSTITUTE OF EDUCATION” AND HAVE NO INTENTION OF AN ASSOCIATION WITH THEM IN THE FUTURE SO WE KINDLY REQUEST THAT NO ENQUIRIES ARE DIRECTED TO THEM.
 
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Newsflash

One goal is to help yourself become aware of how you use your time as one resource in organizing, prioritizing, and succeeding in your studies in the context of competing activities of friends, work, family, etc.

How do you spend your time each day?

Strategies on using time:These applications of time management have proven to be effective as good study habits.
 
1.       Blocks of study time and breaks

As your school term begins and your course schedule is set, develop and plan for, blocks of study time in a typical week.  Blocks ideally are around 50 minutes, but perhaps you become restless after only 30 minutes? Some difficult material may require more frequent breaks. Shorten your study blocks if necessary—but don’t forget to return to the task at hand!  What you do during your break should give you an opportunity to have a snack, relax, or otherwise refresh or re-energize yourself. For example, place blocks of time when you are most productive:  are you a morning person or a night owl?  Jot down one best time block you can study.  How long is it?  What makes for a good break for you?  Can you control the activity and return to your studies?
 
2.       Dedicated study spaces

Determine a place free from distraction (no cell phone or text messaging!) where you can maximize your concentration and be free of the distractions that friends or hobbies can bring!  You should also have a back-up space that you can escape to, like the library,  departmental study center, even a coffee shop where you can be anonymous.  A change of venue may also bring extra resources.  What is the best study space you can think of?  What is another?
 
3.       Weekly reviews

Weekly reviews and updates are also an important strategy.  Each week, like a Sunday night, review your assignments, your notes, your calendar. Be mindful that as deadlines and exams approach, your weekly routine must adapt to them!  What is the best time in a week you can review?
 
4.       Prioritize your assignments

When studying, get in the habit of beginning with the most difficult subject or task.  You’ll be fresh, and have more energy to take them on when you are at your best.  For more difficult courses of study, try to be flexible:  for example, build in “reaction time” when you can get feedback on assignments before they are due.   What subject has always caused you problems?
 
5.       Achieve “stage one”--get something done!

The Chinese adage of the longest journey starting with a single step has a couple of meanings:  First, you launch the project!  Second, by starting, you may realize that there are some things you have not planned for in your process. Details of an assignment are not always evident until you begin the assignment.  Another adage is that “perfection is the enemy of good”, especially when it prevents you from starting! Given that you build in review, roughly draft your idea and get  going!  You will have time to edit and develop later. What is a first step you can identify for an assignment to get yourself started?
 
6.       Postpone unnecessary activities until the work is done!
 
Postpone tasks or routines that can be put off until your school work is finished! 
This can be the most difficult challenge of time management.  As learners we always meet unexpected opportunities that look appealing, then result in poor performance on a test, on a paper, or in preparation for a task. Distracting activities will be more enjoyable later without the pressure of the test, assignment, etc. hanging over your head.  Think in terms of pride of accomplishment. Instead of saying “no” learn to say “later”. What is one distraction that causes you to stop studying?
 
7.       Identify resources to help you
 
Are there tutors?  An “expert friend”? Have you tried a keyword search on the Internet to get better explanations?  Are there specialists in the library that can point you to resources?  What about professionals and professional organizations.  Using outside resources can save you time and energy, and solve problems. Write down three examples for that difficult subject above? 
Be as specific as possible.
 
8.       Use your free time wisely
 
Think of times when you can study "bits" as when walking, riding the bus, etc.  Perhaps you’ve got music to listen to for your course in music appreciation, or drills in language learning?  If you are walking or biking to school, when best to listen? Perhaps you are in a line waiting?  Perfect for routine tasks like flash cards, or if you can concentrate, to read or review a chapter.  The bottom line is to put your time to good use. What is one example of applying free time to your studies?
 
9.       Create a simple "To Do" list
 
This simple program will help you identify a few items, the reason for doing them, a timeline for getting them
done, and then printing this simple list and posting it for reminders.
 
10.   Daily/weekly planner
 
Write down appointments, classes, and meetings on a chronological log book or chart.
If you are more visual, sketch out your schedule
First thing in the morning, check what's ahead for the day always go to sleep knowing you're prepared for
tomorrow
 
11.   Long term planner

 Use a monthly chart so that you can plan ahead.
 Long term planners will also serve as a reminder to constructively plan time for yourself  

 

 

 

KINDLY NOTE THAT WE HAVE NO PAST OR CURRENT AFFILIATION OR ASSOCIATION WITH “ THE INDEPENDENT INSTITUTE OF EDUCATION” AND HAVE NO INTENTION OF AN ASSOCIATION WITH THEM IN THE FUTURE SO WE KINDLY REQUEST THAT NO ENQUIRIES ARE DIRECTED TO THEM.