Frontline excellence/receptionist
Who is the most important person in your company?
Your receptionists are the 'gate-keepers' to your company and usually the first point of contact for prospects and customers. Receptionists are responsible for how your company is perceived and 1st impressions are critical.
Course content
A. Where customer excellence starts
1. Internal versus external customers
2. Image and grooming
3. Knowing my company
4. Why customer care is important
5 Meeting and exceeding customer expectations
6 The communication jungle: Understanding different communication styles
B. Ambassadors for your company
1. Welcoming people to your business
2. Directing client traffic
3. Ethics and discretion
4. Proper etiquette
C. Excellent telephone skills
1. Call response time
2 Putting callers on hold
3 Transfer of calls
4 Dealing with visitors
5. Taking messages
D. Handling difficult people and situations
1 Empathy
2 How to deal with anger and conflict
3 Calming difficult customers
4 Handling complaints
E. Plans for tomorrow
1 Putting it all together
2 Action plan
Time: 08:00 - 17:00
Venue: Johannesburg
Date: 11 February 2016
Time: 08:00 - 17:00
Venue: Johannesburg
Date: 08 March 2016
Time: 08:00 - 17:00
Venue: Johannesburg
Date: 23 March 2016
Time: 08:00 - 05:00
Venue: Johannesburg
Date: 20 April 2016
Time: 08:00 - 17:00
Venue: Johannesburg
Date: 11 May 2016
Time: 08:00 - 17:00
Venue: Johannesburg
Date: 31 May 2016
Time: 08:00 - 17:00
Venue: Johannesburg
Date: 14 June 2016
Time: 08:00 - 17:00
Venue: Johannesburg
Date: 30 June 2016
Time: 08:00 - 17:00
Venue: Johannesburg
Date: 20 July 2016
Time: 08:00 - 17:00
Venue: Johannesburg