Institute of Secretarial Studies

OFFICE CLEANING AND TEA LADY PROGRAMME

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OFFICE CLEANING AND TEA LADY COURSE

COURSE OVERVIEW

The Tea Lady plays a key role in providing a refreshment service to the company’s customers and staff. Emphasis is placed on basic communication skills, stock control, cleaning, time management and problem solving which makes this an indispensable workshop. It is a comprehensive course which assists and provides the learner with increased workplace management skills. We accelerate a sense of responsibility in the workplace, improve attention to detail and time management and organisational skills. Learners have greater confidence through increased competence.

DURATION & VENUE

The course will take place over 1 day - 09:00 to 16:00 as follows:

DATE VENUE REGION
27 July 2010 Garden Court, OR Tambo Airport – Kempton Park Gauteng
24 August 2010 Courtyard Hotel, Mowbray Cape Town
21 September 2010 The Croft Conference Centre - Midrand Gauteng

WORKPLACE MANAGEMENT & LIFESKILLS:

Ø Communication and ethics in the workplace

Ø Communication techniques

Ø Telephone skills

Ø Office and personal safety and security

Ø Comprehensive cleaning, product usage and wastage contro

Ø Personal and hygienic practice in the workplace

Ø Understanding and scheduling of duties within a workplan

Ø Shopping list compilation

Ø Table and tray settings

Ø Cleaning

Ø Maintain personal hygiene, health and presentation

Ø First aid and CPR

Ø HIV/Aids awareness

Ø Understanding employer expectations

PRICE/COST OPTIONS

R 1 190,00 per delegate (includes training material, Lunch and Certificate).

ENROLMENT FOR THIS PROGRAMME

To enrol your delegate for this course, kindly contact (012) 376 1043 or e-mail our office for an enrolment form and further information.

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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.

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

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