|
|
|
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 |
|
|
|
general |
|
COURSE
DURATION
The
course will take place over 2 days - 08:30 to 16:30
daily
COURSE FEES
R6
380.00 (excl. VAT) per delegate
(
5% discount
for enrolment 2 weeks
prior to course date. )
PROVISION OF THE COURSE BY BIZTECH INCLUDES
-
Dynamic and knowledgeable facilitators
-
Training File and a CD
-
Certificate of Attendance
-
High quality training venue
-
Lunch and refreshments
-
Parking
-
Quality folder, notepad and pen
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.
|
|
terms and conditions |
|
Should course expectations not be met for any
reason, delegates are given the opportunity to leave
before lunch on the 1st day and receive a full
refund of the course fee.
Cancellations:
A cancellation can only be confirmed if we are
advised in writing at training@biztech.co.za
For cancellations received more than one week prior
to the course:
0% cancellation fee will apply.
For cancellations received less than ONE WEEK prior
to the course:
50% cancellation fee will apply.
For cancellations received within 24 hours of the
course:
100% cancellation fee will apply.
Substitutes are welcome at no additional charge at
any time prior to the course.
Postponements:
Requests to postpone course attendance must be
received in writing at least three full working days
prior to the course commencement. Should we not
receive written confirmation within this period; the
postponement will be subject to an additional fee of
R 1,000 (excl VAT) per delegate.
All course postponements or programme exchanges need
to be utilized within 6 months of the original
course booking or the course fee will be forfeited.
Cancellations on postponements or exchanges are
subject to the full course fee
Absent Delegates:
In the event that a delegate does not arrive for the
course and no written cancellation has been received
and confirmed, the full course fee will be payable
Presenters:
Should it be necessary, BizTech reserves the right
to substitute the presenter.
Communication:
When a person registers on BizTech’s website, is
registered on a BizTech course or sends an email to
BizTech, that person consents to receiving
communications electronically or otherwise by
BizTech and/or its business partners
Disclaimer:
BizTech wish to advise that they will not be held
responsible for any loss, damage or harm, direct,
indirect, consequential or otherwise and howsoever
arising that may be caused to any person or property
during the providing of any services by BizTech to
the client.
|
|
|