Aim:

To assist receptionists and office administratorsin reaching goals and setting high standards in the smooth operation of the front office

Content:

Skills, Qualities and Attributes

Identifying and Classifying Your Customers

Developing Your Role and Contribution

Identifying Urgent Versus Important

Assertive Communication

The Key to Effective Written Communication

Effective Minute Taking

Keeping an Effective Diary

Maintaining Professionalism and Etiquette

Additional Material for Leisure Reading

Useful Info on Setting up Agendas

Outcome:

At the end of this workshop, the learnerwill be able to approach the reorganisation of their day with confidence andpurpose as well as having the necessary information to present a professionaland efficient support system to management and clients alike.

SAQA US ID NQF LEVEL CREDITS US TITLE

252210 4 4 Handle a range of customer complaints and queries