professional switchboard, reception and frontline skills

course overview

Why is the most visible team in the company also often the least experienced, with little formal training? Switchboard, reception and front line employees handle the brunt of the company's first impressions with their clients, and everybody knows that a poor first impression leaves the client doubting the credibility of the company as a whole, and possibly deciding to take their business elsewhere. Demanding clients in today's high pressured business world have no patience for de-motivated "dullness" in their first contact with potential service providers. That is why BizTech offers this course to empower switchboard, reception and frontline personnel with the skills to excite and delight customers and impress management beyond their expectations. The course covers the following key topics:

RECEPTIONIST AND FRONTLINE SKILLS

• Learn how to receive visitors professionally

• Using appropriate greetings that are warm and welcoming

• Tactful, courteous, and safe ways for handling visitors who have no appointments

• Your role in company security

• Understanding the distinction between 'service process' and 'service outcome'

• Minimize interruptions caused by customers and co-workers in a tactful yet determined way

• Image and Presentation - The Company's and yours

• Showing empathy and understanding Handling difficult people with diplomacy and tact

• Handling over-friendly "chatty" people with even more diplomacy and tact

• Rephrase blunt communication for better results

• Identify personal habits and behaviours that impede projection of a professional image

• Understand the consequences of poor service

• Problem solving without emotion

• Stress management tips to stay motivated under pressure

PROFESSIONAL TELEPHONE SKILLS

• Taking and making calls like a Pro - learn the process

• The right way to greet, transfer, and hold calls

• Taking messages & ensuring you get all the right information - the first time

• Remaining calm irrespective of the caller's behaviour

• How to take control of the conversation politely and effectively

• Establish caller's needs through effective questioning

• How to use active listening to eliminate misunderstanding

• Screening calls and getting the information you need without offending

• Make a lasting impression that makes callers want to call again

• Telephone etiquette & emanating confidence

• Perfecting audibility, enunciation and tone

• Projecting energy, friendliness, and inspiring confidence with a positive voice tone

• Controlling background noise & your environment

• Maintaining control with multiple calls coming in

who should attend

• Frontline staff who are their company's first point of contact with clients

• Frontline staff, secretaries, administrators and Personal Assistants who want to improve the way they come across and represent their companies

• Receptionists, secretaries, Personal Assistants, call centre staff, office administrators and anyone else that comes into contact with customers over the phone or face to face

outcomes

After attending this course attendees should:

• Understand the importance, and use of, the telephone in delivering exceptional customer service

• 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

take home tools

• Training Manual & CD

• All delegates receive one month of telephonic support relating to course content

general

COURSE DURATION

The course will take place over 2 days - 08:30 to 16:30 daily

COURSE FEES

R7 380.00 (excl. VAT) per delegate
(5% discount for enrolment 2 weeks prior to course date.)

REGISTRATION DEADLINE

Registration Confirmation must be sent prior to the start of the scheduled course.

the venue

The course will take place at the AstroTech Conference Centre in Parktown, Johannesburg. 

The AstroTech Conference centre is in a gracious mansion in one of the most historic and beautiful areas of Johannesburg.

It is a high-end business focused conference centre with competitively priced packages, excellent facilities and top client service.

Close to major highways, airport and Johannesburg city centre, this state-of-the-art venue offers elegance, discretion, security and convenience with safe parking.

The course will be run from 08:30 to 16:30 daily.

Course venues will be confirmed prior to course commencement.

bbbee compliance

BizTech is BBBEE Level 1 compliant. This means that we are a 135% contributor and companies investing money in training their staff through BizTech can also improve their own BBBEE scorecard. Not only does it offer an opportunity to improve your company's Skills Development BBBEE category, but you can also improve your BBBEE Preferential Procurement category. In each case your company will benefit 135% of the spend made.