RECEPTIONISTS EXCELLENCE TRAINING
COURSE OUTLINE
Where Customer Excellence Starts
- Internal versus external customers
- Image and Grooming
- Exceeding customer expectations
- The Communication Jungle
Excellent Telephone Skills
- What are “good” telephone techniques?
- How are first impressions created?
- Voice, tone and body language
- Using positive language
Doing the Right Things Right
- Call response time
- Putting callers on hold
- Dealing with visitors
Handling Difficult People and Situations
- How to Deal With Complaints
- Taming the Time Monster
How to deal with Anger & Conflict
- Asking the right questions
- Active Listening
Plans for Tomorrow
- Action Plan
Duration
1 DAY
Who Should Attend?
All people who are responsible for your company’s “First Impressions”
- Receptionists
- PA/Secretaries
- PR & Customer Service Staff
- Call Centre Staff
In our programs, participants become engaged in an experience that mirrors the pressures and challenges faced in a real-world situation!!
To learn more about this and other courses
please contact
Bontle
011 787 6781
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