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Event Details
RECEPTIONIST EXCELLENCE (REE1)
Become the number 1 communicator in your office. Become the backbone everyone can depend on.
1 Day course @ R1 550 All inclusive (5% Discount of you enrol 2 weeks prior to course)
- Duration 8:30 - 16:30
- Receive a Certificate of attendance
- Training by a dynamic and experienced facilitator
- Training manual with notepad & pen
- Lunch
- Refreshments during the course
COURSE OUTLINE
Module 1: Receptionist vision
- Why are receptionists so important
- The number 1 communicator
- A service attitude
- Image & Grooming
- Creating first impressions
Module 2: How we communicate
- Communication definition
- Body Language
- Verbal Symphony – Using your voice
- Voice & Tone
- Develop positive body language
- Building trust
Module 3: Customer Excellence
- Internal & External Customers
- Customers vs. Clients
- Exceeding customer expectations
Module 4: Telephone Techniques
- The ABC of telephone techniques
- Listening skills
- Asking the right questions
- What to say and what not to say
- Message taking excellence
- Call response times
- Putting callers on hold
- Transferring calls
- Dealing with visitors at the reception desk
Module 5: Challenging customers
- Handling chatty callers
- Difficult customers
- Vulgarity, Swearing & Personal threats
- The professional approach
Module 6: Setting your service level
- What are you willing to stand for?
- Staying committed
- Plan to succeed
When & Where
Midrand,
Gauteng
South Africa
Monday, August 22, 2011 from 8:30 AM to 4:30 PM (GMT+0200)
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Hosted By
Business Training Institute
