SETA Accreditation No. 6570

Professional Receptionist 2 day Online Programme

ONLINE WORKSHOP DATES 2020: 7-8 December 2020 / 11-12 February 2021

PUBLIC WORKSHOP DATES 2020 / 2021:

Midrand, JHB: 18-19 January / 16-17 March 2021
Pretoria: 25-26 January 2021
Durbanville, Cape Town: 27-28 January 2021
Durban North:  4-5 February 2021

ENQUIRIES:

For in-house group bookings and other enquiries, please e-mail Ronell at events@norcaz.biz or contact Charlotte on 011: 902-0720 / 062 162 1640 or Ronell at 073 291 0450.

COURSE FEE: R4,500.00 (R5,175.00 incl. VAT) per person

ONLINE & PUBLIC TRAINING: less 15% (R675.00) p / p = R3,825.00 (R4,398.75 incl. VAT) per delegate for all new registrations received and paid for by 30 November 2020.

Online Training Hours:
08:30 for 09:00 – +/-15:00 with 2 x 20 min tea breaks and 1 x 40 min lunch break.

Technical requirements for online sessions: Training will be presented live via ZOOM or Microsoft (MS) Teams. Use either a Smart phone / tablet / laptop / desktop including activated webcam and earphones.  You will need Internet connection (3G or 4G / LTE) – minimum speed of 3.0 Mbps (up / down).

 

INTRODUCTION

Our online training sessions are highly interactive with online breakout rooms to ensure optimal interaction between delegates.

Today’s receptionists, front desk operators and office support staff are often asked to take on more and more demands. They are required to make decisions, solve problems, handle safety concerns and communicate with professionals at all levels.

This 2-day interactive course will help prepare your receptionist for any and all new demands thrown their way and to always remember that they can make or break potential business with clients.

The aim of this two-day workshop is to equip receptionists and front desk operators to be more productive and professional in the workplace. The role of the receptionist / front desk operator has changed dramatically over the past few years and these are your jewels and gems in your company who can make or break the professional image you would like to project to current or potential customers.

In all businesses, the first and ongoing impressions of most clients are based on their interactions with your receptionist. Good receptionists are the key elements in a company’s success.

• How many people base their mental picture of your company exclusively on their telephone interactions with your receptionist?
• How many clients see your receptionist as often as they see you?
• What impression does your receptionist make on people?

Receptionists face different stresses from other staff. Most companies view the receptionist as an entry-level position that could lead to other real work. The position therefore has low prestige and often high turnover. The receptionist is often the newest and least experienced staff member and seldom knows management, the clients or the purpose of the company.

Who should attend?
• Receptionists
• Frontline staff
• Call centre agents
• Switchboard operators
• Customer service representatives

Effective E-mail communication:

Are your employees able to communicate effectively in writing? Your frontline staff are the face of your company, so when they are composing e-mail responses, you want the communication to be professional and create a positive customer experience.

Customers today demand world-class service.

Customers will reward companies that provide world-class service by remaining loyal and they will take their business elsewhere if service is mediocre. Every single employee in your company who deals with customers contributes to the image of your company and they are the face and voice of your company. Organisations realise the value front-line employees bring to provide world-class customer service.

COURSE OUTCOMES

– Importance of the Receptionist and what role they play in keeping your customers happy
– Safety and security at the front desk
– How good a gatekeeper is your receptionist / front desk operator
– Adhere to business protocol and ethics
– Portray a polite and friendly image with more confidence and body language
– Distinguish between personal vs. professional Image
– The importance to have a professional dress code even if customers never even see or meet you
– Communicate and interact efficiently and professionally
– Improve listening skills to have better and improved communication skills with customers at all levels
– Answer the telephone professionally, clearly and politely
– Efficient transferring of calls and correct way of putting people on hold
– Skills of effective message-taking
– Dealing with difficult customers
– Improved confidence
– The importance of gaining trust and to have integrity
– The ability to provide excellent customer service every time

COURSE OUTLINE

DAY ONE

The ten commandments of great customer service

Telephone Etiquette and Answering Procedures
• Concentrate and clear your mind
• Answer telephone promptly
• Prepare your phone voice
• Be present with your caller
• Always offer your standard greeting
• Think before speaking

Telephone Skills and the impact of professionalism
– The importance of answering all calls in a professional manner
– The impact it has on the company’s image
– Understanding the different communication styles
– Elements of speech such as pronunciation, emphasis, pitch of voice, pause etc.

Ethics, Trust and Integrity
– What if no-one trusts you?
– What is integrity and why is it important?
– The Four Agreements
– Business cards

Professional Image: Personal vs. Professional Life
– Punctuality
– Attitude
– Guidelines for professional dress code, styles and accessories
– Building professional relationships

Rules of Communication
– What to know about telephone communication
– Applying good listening skills
– Building customer loyalty
– Techniques to communicate successfully with the caller
– Telephone time management in order to increase productivity
– Verbal and non-verbal communication
– Communication Barriers and confidentiality

Telephone Etiquette
– Good telephone manners
– Do’s and don’ts of transferring calls and putting people on hold

Professional handling of Incoming and Outgoing Telephone Calls
– Effective questioning techniques
– Find out what the caller really needs
– Excellent listening skills and building rapport
– Maintaining a positive image and impression of your company

Message-taking principles
– Accurate and effective message-taking
– Importance of correct message-taking and following up

Processing Incoming calls
– Placing callers on hold and regularly reporting back
– Transferring Calls
– Screening Calls in terms of policy
– Taking an accurate message

Processing Outgoing Calls
– Preparing yourself and to be accurate
– Making the call
– Leaving a message

Customer Service
– Dealing with internal customers
– Dealing with external customers
– Identifying competitors
– The competitive edge

Identifying & Meeting Customer Needs

Attitude & Listening Skills

Forbidden Phrases & Soft Language Skills

Dealing with Problem Customers

The Phonetic Alphabet

 

DAY TWO

Customers and why we need to keep them

Customer Focus
– Portraying a polite and friendly image
– Needs and benefits of customer service: internal and external customers
– Cultivating a service attitude
– Assisting customers with requests

Dealing with Difficult Customers
– How to handle difficult customers successfully
– Delivering and receiving constructive feedback

Defining Business Etiquette
– Definition of etiquette and workplace guidelines

Business Introductions
– Titles and Seniority

Etiquette in business- Impeccable behaviour
– Are you an ambassador for your company?
– Respect
– Know your company’s products and services

Different Forms of Address
– Know the rules

Guidelines on gifts
– Exchanging of gifts
– Gift Policy Guidelines

Conversations at work
– Gossiping and what impact it has on your personal branding
– Sensitive topics to avoid

 

 

 

       
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