Telephone etiquette and frontline reception skill
In many instances, a customer's first contact with your company will be via the telephone.
A friendly and professional Receptionist can immediately create an impression
in the caller's mind of an efficient, customer service oriented company.
Not everyone is born with a perfect speaking manner and voice, but these are skills that can be easily acquired with the right training. CBM Training has developed a tailor-made one-day workshop to suit the needs of the South African Receptionist. Presented by a leading communication and voice specialist, this workshop will equip Receptionists with the vital skills needed for surviving today's busy corporate environment.
This Telephone Etiquette workshop will also address the important areas of image, dress and deportment, which have a direct effect on face to face dealings with customers, suppliers and other visitors.
This essential one-day workshop is the perfect training tool for those companies who value their corporate image, and recognise that a future client or customer's first impression of a company starts with the Receptionist or person who answers the telephone.
• How to answer the telephone professionally
• Adapting your voice to communicate clearly
• Using a callers name correctly and appropriately during conversation
• Politely putting someone on hold
• Transferring calls correctly and efficiently
• Thorough message taking
• Ending calls courteously, even if the customer / client is chatty
• Professional image and dress guidelines
• Dealing with angry or difficult people
• Carefully screening calls
• Client Service - How to speak to customers
• Using effective Listening Techniques
• Greeting visitors in a friendly yet professional manner
• Changing your approach according to each situation
• Ways to think quickly on your feet
• Keeping calm in the face of stress
• Dealing with an influx of callers
Venue: Bloemfontein, Bloemfontein
Cost: R 1 950 exc vat
Date: 24 May 2011
Venue: Corporate Conference Centre, Dowerglen - Edenvale
Cost: R1 950 exc vat
Date: 08 June 2011
Venue: Pretoria, Irene
Cost: R1 950 exc vat
Date: 22 June 2011
Venue: Cape Town, Cape Town
Cost: R 1 950 exc vat