Reception and Telephone Etiquette Workshop

OBJECTIVE
• Stress the importance of acknowledging callers and keeping them informed of reasons for delays
• Describe standard telephone etiquette on answering calls, transferring calls and making calls
• Prepare all necessary documentation and equipment prior to making outgoing calls
• Ask probing questions to find out the purpose of the call, and transfer to another person who might be more able to assist.
• Taking messages for others
• Deal with incoming and outgoing calls in a polite manner
• Deal with calls quickly and politely, keeping other calls holding as little as possible
• What is my role as front desk operator / receptionist / telephonist?
• The importance of attitude in my role

CONTENT
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.

Methodology
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities.

DATE:
1ST BATCH: 2nd – 4th Apr, 2025
2ND BATCH: 15th – 18th July, 2025
3RD BATCH: 18th – 21th Nov, 2025