Professional Receptionist Master Class
ONLINE Workshop dates:
20-21 August / 28-29 September 2020
PUBLIC Workshop dates:
Midrand, Johannesburg: 17-18 September 2020 *
Durbanville, Cape Town: 14-15 September 2020 *
(Strict COVID-19 precautions will be adhered to at our venues.)
* If for any reason we do not have enough delegates to run the public workshop or due to COVID-19 restrictions, the course will be offered online.
For in-house group bookings and other enquiries, please e-mail firstname.lastname@example.org or contact Charlotte: 011: 902-0720 / 062 162 1640 or Ronell: 073 291 0450.
NORMAL COURSE FEE: R4,500.00 (R5,175.00 incl. VAT) per person
SPECIAL ONLINE FEE LESS 25% (R1,125.00) = R3,375.00 (R3,881.25 incl. 15% VAT) per delegate for all new registrations received and paid for by 7 August 2020.
SPECIAL PUBLIC FEE LESS 15% (R675.00) = R3,825.00 (R4,398.75 incl. 15% VAT) per delegate for all new registrations received and paid for by 7 August 2020.
Online Training Hours: 08:30 for 09:00 -16:00 which include 2 x 20 min tea breaks and 1 x 30 min lunch break.
Technical requirements: Training will be presented live via Zoom / Microsoft Teams. You need to have access to either a laptop / desktop including activated webcam, earphones, etc. Internet connection (3G or 4G / LTE) – minimum speed of 3.0 Mbps (up / down).
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?
• 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.
– 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
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
– 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
– 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
– 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
– 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
Customers and why we need to keep them
– 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
– Titles and Seniority
Etiquette in business- Impeccable behaviour
– Are you an ambassador for your company?
– 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