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Becoming the Best Accounts Administrator

Becoming the Best Team Secretary / Administrator

Becoming the Best Customer Service Professional

Becoming the Most Successful Salesperson

Business Ethics for PAs and Administrators

Business Writing: The Unwritten Rules

Create and Deliver Dynamic Business Presentations

Contact Centre / Call Centre Service Excellence

Effective Stock Control

Emotional Intelligence

Excel Dashboards

Finance for PAs and Administrators

Graphs, Statistics and Numerical Reporting for PAs and Administrators

Great Organisational Skills: Organise Yourself to Success!

Intermediate Excel

Innovation & Creative Thinking in the Workplace

Key Elements of Successful Newsletters

Let's Talk Business: Verbal Communication for the Business World

Macros and VBA for Excel: Unleash the Power in your PC

Management Skills for Supervisors

Managing Generation Y

Managing your Image and Business Etiquette

Managing Your Personal Finance

Mastering Minutes and Meeting Protocol

Mastering Time and Self Management: Become a High Achiever

Masterminding the Perfect Business Function or Event

Mastering Confidence, Influence and Assertiveness Skills

Practical Project Management for PAs and Administrators

Practical MS Office 2010 & 2013 Skills

Practical Skills for Office Managers/Team Leaders

Professional Problem Solving Techniques: Overcome any Workplace Challenge

Professional Switchboard, Reception and Frontline Skills

Successful Importing and Exporting

Social Intelligence

Stand-Out Presentation Preparation Skills for PAs

Technical Report Writing

The Complete PA: Step up and Stand out!

The National Credit Act

The Protection of Personal Information in Business and Government

The Relationship Edge: Creating High-Trust Client Relationships

The Secrets of Debt Collection Success

The Stand Out PA

The Total Team Leader

Time Management: Beat Work Overload and Achieve More!

Train the Trainer: How to Bring Training to Life

Trouble-free Travel Planning for PAs

MS Project for Effective Project Management

Word that Works: Create Professional Business Documents and Templates

Winning Ways: Persuade, Influence and Negotiate

professional switchboard, reception and frontline skills

   

course overview

3-4 December 2018

25-26 March 2019

24-25 June 2019

9-10 September 2019

2-3 December 2019

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 & Electronic copy of study material

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

general


PROVISION OF THE COURSE BY BIZTECH INCLUDES

  • Dynamic and knowledgeable facilitators

  • Training File and a USB

  • Certificate of Attendance

  • Quality folder, notepad and pen

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.

bbbee compliance

BizTech is BBBEE level 4 compliant. This means that we are a 100% 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 100% of the spend made.