Front Desk / Reception with E-mail Correspondence

OBJECTIVES
The receptionist is the ‘window of the company’ and has one chance at creating the right impression in person, over the telephone or via
e-mail. This workshop will enable participants to increase their effectiveness in projecting a professional image, relationship building, information exchange, active listening, complaints handling and generating greater customer satisfaction and loyalty through maintaining a positive attitude.

CONTENT
Image and Presentation – the Company’s and yours
- Understand the role, function and requirements at the front desk
- Promote efficiency and professionalism
- Appreciation of your significance to the company
- Increase confidence and self-esteem

Communication skills
- Analyse how we are perceived when we communicate
- What contributes to positive speech and body language behaviours
- Benefits of asking the right questions to provide good customer service
- Develop listening skills and consider listening barriers
- Identify behaviours to develop and build rapport

Telephone Techniques and Email Communication
- Telephone procedures: promptness in answering calls, vocal tone, proactive questioning
- Call screening, message taking and dealing with busy boards
- Effective methods of balancing courtesy and assertiveness
- Email correspondence – tips, techniques, formality vs. informality

Customer Service
- Understand the importance of meeting (and exceeding) customer expectations
- Identify the ‘impression points’ of the business and how to enhance them
- Techniques in handling customers’ complaints or anger to ensure a positive outcome
- Recognise what is required for the perception of service excellence

Contact Details

Contact Person: 

Lionel Bourgeois
Course Details

Course Delivery Method: 

E-learning E-learning

Distance Distance

Presented Presented Courses

In House In-House

Course Duration: 

1 day (8 hours)

Cost: 

R 2700 p/person excl VAT

Course fee Includes: 

includes training, material, lunch, refreshments, feedback report & E-certificate p/person