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RECEPTIONIST AND FRONTLINE TRAINING PROGRAMME |
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RECEPTIONIST AND FRONTLINE TRAINING PROGRAMME 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 | | 8 May 2012 | Our Heritage Conference Centre, Isando (Kempton Park) | Gauteng | | 15 May 2012 | School of Shipping Conference Centre, Bellville | Cape Town | | 25 June 2012 | Bella Khaya Conference Centre - Midrand | Gauteng | | 26 July 2012 | Our Heritage Conference Centre, Isando (Kempton Park) | Gauteng | | 23 August 2012 | School of Shipping Conference Centre, Bellville | Cape Town |
LEARNING CONTENT Commnication 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 e-mail our office or alternatively contact Natacha at (012) 253 1888 or email our office at
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Newsflash
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Studying at The Institute of Secretarial Studies is as easy as
- Choose Your Qualification.
- Enrol For Qualification.
- Complete and Submit Assignments.
- Receive Results.
- Receive Certificate.
- And Graduate.
How long are the courses?
Our Correspondence Courses take 6 - 12 weeks to complete. Leniency is given to correspondence course students if the course is not completed in the prescribed time, as we understand unforseen circumstances, however we will require written motivation stating the reason. However kindly remember to check the course overview as some courses duration may differ. We also have 1 day workshops so remember to enquire about these programmes.
How does payment work?
Enquire about payment options.
How can I do these course if I am working?
We offer part-time / correspondence courses. Classes are held on specified dates, according to space availabilty and at an additional fee. What is included in the course price?
All courseware, supplementary readers, examinations, assessments, certificates and shipping of training material are included in the fee. *Shipping outiside of South Africa is at an additional charge. What are the entry requirements of the courses?
English is a requirement for all of our courses.
When can I enrol for one of the courses?
Enrolments are open at any time. Students can enrol at any time that best suits their requirements. The course completion date will be calculated based on the starting date of the course.
Where are the examinations written?
Examinations are written at our training centre in Hartbeespoort, Pretoria, however for your convenience it is possible for us to send one of our facilitators to you on the day you are ready to write your examination. There is always the option of nominating an employer, colleague, relative or friend to be your examiner. If you do choose this option then you need to inform us who your nominee examiner will be in order for us to make contact with them.
How long does it take to receive my training material? Depending on which bank you are banking with, it normally takes 2 - 3 working days for students to receive their training material, which will be delivered with DHL couriers services making use of a door-to-door delivery service.
What if I do not complete the course within the prescribed period or if I fail my examination?
Students who do not successfully complete this programme may repeat the course free of charge and re-write the examination within 12 weeks after receiving their results.
You will restudy and resubmit the examination under the expert guidance of your Study Advisor. You will only be required to resubmit the failed examination. In terms of Outcomes Based Education you will do this until you pass, at no extra cost.
When must I submit my assignment?
It is entirely up to you to decide when you will submit an assignment and at what pace you want to complete the course. There are no due dates or cut-off dates for the submission of assignments but do keep in mind that you must complete the course within the prescribed time frame.
How will I know if I have been accepted as a student?
The College will advise you by SMS / E-mail and by letter of your student number.
Any additional questions may be directed to our Student Support Centre -
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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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