Reception and Telephone Etiquette Workshop

Monitor and control the reception area
• Self-Awareness
• Monitor the maintenance of the reception area
• Housekeeping operations are maintained
• Areas not meeting the required standards
• Actions and procedures required to rectify substandard areas

Monitor the presentation of the reception area
• Presentation of reception area
• Areas of non-conformance
• Remedial actions

Monitor the implementation of security procedures in reception area
• Brief staff on security procedures
• Visitors’ cards and permits
• Firearm procedures
• Discrepancies and problems

Understanding customers
• Attitude and aptitude
• Telephone etiquette and customer service
• Understanding different personalities

Using the telephone with confidence
• Answering / accepting the call/ the number of rings
• The greeting
• Effective communication skills
• Professional speech / choice of words
• Language
• Articulation
• Voice control
• Transferring calls

Telephone techniques and skills
• Using a switchboard
• Taking messages
• Distribution of messages
• Ending calls
• Listening skills
• Dealing with abusive callers
• Confidential information
• Telephone answering simulation
• Summative assessment

FOR WHOM:
Customer Service Staff, Receptionist, Front-Desk Officers, Administrators, Call Handlers, Telemarketers, Supervisors, Team Leaders, Managers.